Head – Customer Experience Design Vacancy at Deloite Nigeria

About the role

Head, Customer Experience Design job opportunity is available at Deloitte Nigeria for individuals who possess Bachelor’s Degree in Social Science or Humanities or HND with a Master’s Degree.

Job Description

• We are looking for a candidate, who will be responsible for creating, managing and executing the customer experience strategy of the organization.
• S/he will supervise and oversee the strategy, planning and execution of the organization’s overall customer experience goals including customer journey articulations across business areas.

Responsibilities

• Develop and deploy the company’s customer experience strategy.
• Establish and roll-out the company’s customer experience maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve.
• Develop an efficient portfolio of customer experience insights and analytics that provide an integrated view of each customer experience for each segment of the Bank.
• Develop an effective portfolio of internal communications that educate employees about customer experience realities, expectations, goals, improvement and innovation techniques and engagement opportunities, emphasizing specific ways different roles can make a difference in customer lifetime value.
• Develop customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value.
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.
• Develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers.

Experience and qualifications

• Minimum educational level – Bachelor’s Degree in Social Science or Humanities or HND with a Master’s Degree
• Minimum requisite experience – at least 10 years work experience in related field including at least 5 years at management level.
• Understanding of banking products and services.
• Ability to understand business objectives and align customer experience accordingly.
• Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.

Application deadline

Not Specified.

Application details

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