Job Title: Team Lead Customer Experience (CX)

Job Type: Full-Time

Industry: Banking

Category: Management

Employer: United Bank for Africa (UBA)

Application Deadline: Wednesday, June 12, 2024

Location: Kampala, Uganda, East Africa

Summary: Date Posted: Wednesday, June 5, 2024

Base Salary: Not Disclosed

Similar Jobs in Uganda: Learn more about United Bank for Africa (UBA)

Job Details:

United Bank for Africa (UBA) is one of Africa’s leading financial institutions, operating in twenty countries and four global financial centers. UBA Uganda represents UBA’s pioneer activities in the East and Southern African sub-region, with a growing network of branches and ATMs across the country.

Job Title: Team Lead Customer Experience (CX)

Department: Marketing & Corporate Communications

Reports To: Head, Marketing & Corporate Communications

Job Objective: To drive the adoption and implementation of the bank’s CX strategy/initiative within Uganda, ensuring alignment with the group’s customer experience vision. This role is accountable for coordinating and reporting on all CX projects and driving continuous improvement of all initiatives that impact customer experience.

Key Responsibilities:

• Drive various CX improvement initiatives and ensure compliance with Customer Experience standards as defined by the Group Office.
• Identify Customer Experience innovations for ROA (Rest of Africa) and ensure implementation.
• Monitor and track process efficiency, providing customer experience reports on country performance across defined metrics.
• Manage the customer feedback management process and ensure implementation of recommendations.
• Enforce Enterprise SLA’s and sanctions management, advocating for “Customer 1st” in all business and service delivery considerations.
• Champion opportunities to consistently improve the UBA customer experience and test new strategies for driving customer value optimization.
• Identify Customer Experience failures across people, process, and technology, and drive service initiatives to implement process improvement.
• Champion the development of Customer Journey mapping and implementation across all touch points.
• Continuously improve experience across all customer touch points and ensure business policy is updated to accommodate any changes.

Key Performance Indicators:

• 100% execution of CX functions.
• 100% execution on ad hoc assignments.
• Generate process change and drive the improvement of processes and metrics for better customer experience.
• Develop and deliver innovative strategies that will structure an improved Customer Experience of the future that meets the bank’s CX objectives.
• Maintain high customer satisfaction rating.
• Achieve Top 3 in KPMG BICSS Customer satisfaction index in the country of supervision.

Job Requirements: Education:

• Bachelor’s degree in any discipline.
• Professional Certifications in relevant fields.

Experience:

• Minimum of five (5) years’ work experience.
• Insight-oriented understanding of complex data trends and using these to inform CX improvement & innovation.

Work Hours: 8 hours per day

Experience Required: 60 months (5 years)

Education Level: Bachelor’s Degree

SEE MORE: Branch Manager – Fort Portal job at United Bank for Africa (UBA)

Application Procedure: Interested candidates should send their CV, application letter, and copies of academic certificates to:

Email: ubaugandahr@ubagroup.com

Addressed to: Head of Human Capital United Bank for Africa Plot 2, Jinja Road Kampala, Uganda

Deadline for applications is June 12, 2024.

Disclaimer: UBA is an equal opportunity employer and does not discriminate based on gender or race. Only shortlisted candidates will be contacted. UBA does not solicit or accept payments in cash or kind from prospective