Insight Manager
Workforce Group | Lagos
Posted 10 Sep
Description
Workforce Group is currently sourcing for an Insight Manager for a commercial bank, who will be responsible for identifying and driving implementation of opportunities to improve customer experience on a continuous basis, leveraging defined customer journey maps and insights from customer and market feedback.
Duties & Responsibilities:
- The Insights & Strategy Manager will report to the Head, Customer Experience Management and play a key role in driving consistent customer experience across all touchpoints with identified strategy.
- Develop the bank’s Customer Experience strategy and support strategic initiatives developed from research, focus groups’ analysis and recommendation development.
- Establish communications and influence members of senior management of different business areas
- Support the development of board and senior management presentations including research related to Customer Experience through Acumeni VOC Survey & NPS indicators in the banking industry and competitive landscape, emerging trends, etc.
- Coordinate daily tracking/analysis of customer and market feedback across internal and external sources (MS reports, Experience Champions, focus groups, strategy reports)
- Leverage feedback data to identify opportunities to improve customer experience across all business segments and service touchpoints
- Engage with stakeholders to determine and agree initiatives, solutions, product, system or process changes required to translate opportunities into customer experience outcomes
- Drive end-to-end implementation of required changes.
- Participates in the building of strategies to maximize automation, staff productivity, and customer satisfaction.
Requirements
- A Good Degree in Any Discipline.
- A minimum of 5 years experience in a Financial Institution.
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