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Team Lead Customer Experience (CX) job at United Bank for Africa (UBA) | Apply Now

Are you looking for Bank Jobs in Uganda 2024? If yes, then you might be interested in Team Lead Customer Experience (CX) job at United Bank for Africa (UBA)

Kampala, Uganda

Full-time

Deadline: 

June 12, 2024 at 2:00:00 PM

About the Organisation

The management team of UBA Uganda is made up of a crop of seasoned and industry-recognized professionals, with diverse (but complementary) skills in various backgrounds, as well as depth of experience Over the years, these executives have brought their knowledge, experience and leadership to bear on the development and delivery of solutions (through products and services) to meet the needs of our customers and, in the process, contributing to sustaining the performance of the bank.

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Job Title

Team Lead Customer Experience (CX) job at United Bank for Africa (UBA)

Job Description

United Bank for Africa (UBA) is one of Africa’s leading financial institutions, with operations in twenty (20) countries and four (4) global financial centers: London, Paris, New York and Dubai. UBA has evolved into a Pan-African, provider of banking and related financial services through diverse channels globally.



United Bank for Africa Uganda represents UBA’s pioneer country activities in the East and Southern African sub-region. With a growing network of branches and ATMs across the country, the bank continues to expand the retail and commercial playing field in Uganda by delivering unique financial products and solutions. The bank is seeking to recruit the following highly motivated, competent, result oriented and dynamic professionals for the following positions;

JOB TITLE: TEAM LEAD CUSTOMER EXPERIENCE (CX)
DEPARTMENT: MARKETING & CORPORATE COMMUNICATIONS
FUNCTIONALLY REPORTS: HEAD, MARKETING & CORPORATE COMMUNICATIONS

JOB OBJECTIVE(S)
To drive the adoption and implementation of the banks’ CX strategy/initiative within the country of supervision, which is both locally owned and led, but centered on the delivery of the group’s customer experience vision, having a robust accountability framework. This role is accountable for pulling together and reporting on all CX projects and driving continuous improvement of all initiatives that impact on Customer Experience in the country of supervision

Duties and Responsibilities

  • 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 touch points.

  • Continuously improve experience across all customer touch points and ensure business policy is updated to accommodate any changes.

Earn $ 2.5

Qualifications and Competencies

  • Bachelor’s degree in any discipline.

  • Professional Certifications in relevant fields.


Experience:

  • Minimum of five (5) years’ work experience.

  • Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation.

Enroll for CPA Uganda Course

How to Apply

All interested staff should send their CV, application letter and copies of academic
certificates to ubaugandahr@ubagroup.com addressed to;
Head of Human Capital
United Bank for Africa
Plot 2, Jinja Road

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