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Job Title:   Team Lead Customer Experience (CX)

Organisation: United Bank for Africa (UBA)

Duty Station:  Kampala, Uganda

Reports to: Head, Marketing & Corporate

About Organisation:

United Bank for Africa (UBA) is one of Africa’s leading financial institutions, with operations in twenty (20) countries and three (3) global financial centers: London, Paris and New York. UBA has evolved into a PanAfrican, 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.

Job Summary:  The Team Lead Customer Experience (CX) will 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

Key Duties and Responsibilities:

• 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 on adhoc 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.

Qualifications, Skills and Experience:

• Bachelor’s degree in any discipline.
• Professional Certifications in relevant fields.
• Minimum of five (5) years’ work experience.
• Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation.

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,

Kampala, Uganda.

Deadline: 10th June 2024

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