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Country Head Customer Experience job at United Bank for Africa (Z) Ltd
United Bank for Africa (Z) Ltd ( UBA )
Website :
132 Days Ago
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Vacancy title:
Country Head Customer Experience

[ Type: FULL TIME , Industry: Banking , Category: Admin & Office ]

Jobs at:

United Bank for Africa (Z) Ltd

Deadline of this Job:
Wednesday, January 22 2025 

Duty Station:
Within Zambia , Lusaka, South - Central Africa

Summary
Date Posted: Friday, January 17 2025, Base Salary: Not Disclosed

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Learn more about United Bank for Africa (Z) Ltd
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JOB DETAILS:
The key responsibilities for this role include but are not limited to the following:
Drive the various CX improvement initiatives and ensure compliance with Customer Experience standards as defined by Group Office
Identify Customer Experience innovations for ROA and ensure implementation
Monitor and track process efficiency and provide customer experience reports on country performance across defined metrics
Manage the customer feedback management process and ensure implementation of recommendations
Enforcing Enterprise SLA’s and sanctions management and advocate for “Customer 1st” in every consideration of business and service delivery
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 touchpoints
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 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
Top 3 in KPMG BICSS Customer satisfaction index in country of supervision

Competencies and key skills
Change management experience gained within a large / complex operational business environment
Product Knowledge and Experience
Deep understanding of Customer Experience and the emerging trends, strategies, and capabilities across all channels
Ability to optimize or redesign process flows to meet project requirements
Talent to communicate – both verbal and written – with technical and non-technical audiences alike
Leadership Skills
Outstanding customer and people relationship skills
Good use of Microsoft Office Suite especially Excel and PowerPoint
Result and action-oriented
Action driven focused on making all Customer Team initiatives practical for the front-line and driving these to successful conclusions
Innovative thinking

Education requirements and experience
Bachelor’s degree in any discipline
Professional certifications in relevant fields
Grade 12/ O Level certificate with a minimum of 5 credits including Mathematics and English
Minimum of five (5) years’ work experience
Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation

Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

Job application procedure
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Job Info
Job Category: Accounting/ Finance jobs in Zambia
Job Type: Full-time
Deadline of this Job: Wednesday, January 22 2025
Duty Station: Lusaka
Posted: 17-01-2025
No of Jobs: 1
Start Publishing: 17-01-2025
Stop Publishing (Put date of 2030): 30-01-2077
Apply Now

Caution: Never Pay Money in a Recruitment Process.

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  • SELECT `g`.`id`,`g`.`title` FROM `icop0_usergroups` AS `g` INNER JOIN `icop0_user_usergroup_map` AS `m` ON `m`.`group_id` = `g`.`id` WHERE `m`.`user_id` = :muserid141μs1.68KBParams/libraries/src/Table/User.php:132Copy
  • SELECT * FROM icop0_jmap_headings WHERE `linkurl` = 'https://www.greatzambiajobs.com/jobs/job-detail/job-Country-Head-Customer-Experience-job-at-United-Bank-for-Africa-Z-Ltd-71069'92μs1.05KB/plugins/system/jmap/jmap.php:1135Copy
  • SELECT `original_text`, `target_text`, `original_text_regex`, `target_text_regex` FROM `icop0_jmap_text_replacements` WHERE `published` = 169μs1008B/plugins/system/jmap/jmap.php:508Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` LIKE "%regacy" OR `name` LIKE "%\_sub"334μs856B/plugins/system/acymtriggers/acymtriggers.php:430Copy
  • SHOW TABLES1.06ms8.82KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:678Copy
  • SELECT * FROM icop0_acym_plugin147μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_plugin89μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT `groups`.*, `groups`.title AS text, `groups`.id AS `value` FROM icop0_usergroups AS `groups`117μs1.36KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT configvalue FROM `icop0_js_job_config` WHERE configname = 'company_seo'109μs856B/components/com_jsjobs/models/configurations.php:103Copy
  • SELECT * FROM `icop0_js_job_config` WHERE configfor = 'jobsharing'262μs1.02KB/components/com_jsjobs/models/configurations.php:82Copy
  • SELECT name AS col FROM `icop0_js_job_companies` WHERE id = 222175μs856B/components/com_jsjobs/models/company.php:1832Copy
  • SELECT `session_id` FROM `icop0_session` WHERE `session_id` = ?96μs1.63KBParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:291Copy
  • UPDATE `icop0_session` SET `data` = ? , `time` = ? WHERE `session_id` = ?1.12ms912BParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:318Copy