Latest Job Vacancies at First Bank of Nigeria

First Bank of Nigeria Limited (FirstBank) is Nigeria’s largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi.

We are recruiting to fill the following positions in Lagos State below:

Job Title: Head, Customer Experience
Requisition ID: 1800000E
Location: Lagos
Schedule: Regular
Job Code: STR/CEVM/0259
Shift: Standard
Job Type: Full-time

Job Description

• The ideal candidate will drive its customer experience function by formulating the Bank’s Customer experience strategy and managing the interactions between the customer and the Bank throughout the customer lifecycle as well as optimizing interactions from the customer’s viewpoint to facilitate loyalty.
• This role will be a core part of the Customer Experience and Value Management team, charged with the responsibility of developing and delivering the Bank’s customer retention strategy.

Specific responsibilities amongst others include:

• Developing and managing relationships with key internal and external stakeholders including Retail Banking, Wholesale Banking, Digital Banking, Treasury, Branches, Regulators, IT vendors and operations to achieve customer experience objectives or correct customer experience failures
• Designing and executing strategies aimed at re-engineering customer facing processes, with focus on time, quality of interactions and cost
• Developing technological/ digital interfaces for enhancement of the customer experience in alliance with the digital/ IT verticals
• Developing analytics and framework for governance and business reviews, making proposals for enhancing customer experience
• Driving challenging quantitative and qualitative analyses of customer feedback, journeys and pain points using leading research practices and analytics procedures

Qualifications

• Minimum of ten (10) years’ work experience with 3-5 years of leading customer experience management teams across FMCGs, Telecoms, Banking, Insurance, Fintech and other related sectors
• A Bachelor’s degree and an MBA in any advanced degree
• Exceptional experience in managing/leading the customer experience vertically, demonstrating ability to create a longer term strategic shift in client engagement and customer loyalty
• Demonstrated success in developing innovative solutions and resolving bottle-necks within eco-systems
• Prior experience setting up processes for monitoring and assessing experience on various customer interfaces, including digital channels

Job Title: Head, Segments & Value Propositions
Requisition ID: 1800000C
Location: Lagos
Job Code: STR/CEVM/0257
Schedule: Regular
Shift: Standard
Job Type: Full-time

Job Description

• The ideal candidate will drive its customer segments and value propositions function by developing the right segmentation strategy as well as design and communicate a value proposition across all segments.
• This role will be a core part of the Customer Experience and Value Management team, charged with the responsibility of developing and delivering the bank’s customer acquisition, retention and profitability strategy.

Specific responsibilities amongst others include:

• To ensure maximized penetration into customer segments to maximize acquisition, retention, cross sell ratios and revenue per customer
• Carrying out customer behavioural analyses to understand response and purchase patterns, as well as channel preference(s).
• Developing customer journey maps, lifecycles/life-stages and personas for each customer segment
• Driving cross-functional engagements to ensure customer centricity
• Managing profit & loss financials at customer level, and all critical Key Value Drivers (KVDs) associated with segment performance including segment profitability

Qualifications

• Minimum of ten (10) years’ work experience with 5 years’ experience in segmentation and value proposition roles across FMCGs, telecoms, Banking, Insurance, Fintech and other related sectors.
• An MBA or any advanced degree in Business Management, Marketing, Computer Science, Information Studies, Statistics, Finance, Engineering or any other numerate course
• Excellent numerical & analytical skills will be required to obtain, prepare, assess and assimilate very complex and detailed information
• Good performance management, people management, stakeholder, leadership and interpersonal skills.
• Ability to analyze and interpret financial and data models
• Extensive knowledge of the industry landscape, players in the market, product knowledge etc., impact of short, medium and long-term plans of the business and their effects on other functions, to implement the plans in the most effective and rounded manner

Job Title: Head, Customer Insights & Analytics
Requisition ID: 1800000D
Location: Lagos
Job Code: STR/CEVM/0258
Schedule: Regular
Shift: Standard
Job Type: Full-time

Job Description

• The ideal candidate will drive its customer insights and analytics function by commercializing the bank’s customer and market insights based on scientific advanced analytics delivered through automated solutions.
• This role will be a core part of the Customer Experience and Value Management team, charged with the responsibility of developing and delivering the Bank’s customer acquisition, retention and profitability strategy.

Specific Responsibilities
Specific responsibilities amongst others include:

• Ensuring the integration of insights (economic, market research, customer experience and advanced analytics) into specific and overall approaches
• Ensuring the delivery of economic and segment analysis, identifying business growth opportunities, and supporting the alignment of objectives with market opportunities
• Being responsible the development of econometric/behavioral models to inform localized strategies as input to key models
• Performing complex and in-depth analysis/modelling to maximize profits and asset growth as well as minimize credit losses, operational losses and other risk exposures

Qualifications
Head, Customer Insights & Analytics:

• Minimum of 10 years work experience with 3-5 years in advanced data analytics, complex modelling, statistical and financial modelling, Business Intelligence, customer analytics and customer insights management across Telecommunications, Banking, Insurance, Fintech and other related sectors.
• A minimum of a Bachelor’s Degree in Statistics, Mathematics, Engineering, Finance, Business Science, Informatics and an MBA or any advanced degree in business, computer science or information studies.
• Possession of leadership experience and the ability to translate insights into recommendations to be presented at non-technical forums
• Exposure to business-driven programs with IT implementation
• A good knowledge of product and segment of Customer Value Proposition, MS Office, SQL Server, Cognos and other Business Intelligence tools.

How to Apply
Interested and qualified candidates should:
Click here to apply

Application Deadline  30th March, 2018.