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Ecobank Recruitment

Ecobank Cameroun S.A. is recruiting a Customer Experience Design, Insights & Service Delivery Manager in Douala to define and implement the bank's customer experience strategy, manage customer service officers, and drive customer relationship management. Key responsibilities include working with business teams to understand goals and craft the customer experience strategy, leveraging research and data to design customer journeys, and providing insights through advanced analytics and data visualization. The ideal candidate has a minimum of 8 years experience in customer experience design and management, proficiency with tools like Power BI, SQL and Tableau, and strong leadership, analytical, and communication skills.

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Prince Dongmo
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128 views

Ecobank Recruitment

Ecobank Cameroun S.A. is recruiting a Customer Experience Design, Insights & Service Delivery Manager in Douala to define and implement the bank's customer experience strategy, manage customer service officers, and drive customer relationship management. Key responsibilities include working with business teams to understand goals and craft the customer experience strategy, leveraging research and data to design customer journeys, and providing insights through advanced analytics and data visualization. The ideal candidate has a minimum of 8 years experience in customer experience design and management, proficiency with tools like Power BI, SQL and Tableau, and strong leadership, analytical, and communication skills.

Uploaded by

Prince Dongmo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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RECRUITMENT: EXTERNAL

ECOBANK Cameroun S.A. is recruiting a Customer Experience Design, Insights & Service Delivery
Manager in the Customer Experience Department, ready to work across the national territory. The position
is based in Douala. Job level: …7…………Job grade: 4C

I. JOB PURPOSE

He / She will :

- define and implement Customer Experience strategy across the bank and most especially in the
branches,
- manage and train the customer service officers to deliver world class Customer Experience at all
touchpoints in the affiliate.
- Drive the use of Customer Relationship Management

II. KEY RESPONSABILITIES


STRATEGY
 Work with business owners in Affiliate to understand their goals and strategies
 Support with distilling the Group’s customer experience strategy for the affiliate and drive implementation of key
initiatives
 Support business teams and branches with the definition of customer contact and engagement strategies in line
with the Bank’s defined segmentation model, leading practices, and insights from Voice of the Customer (VoC)
 Provide subject-matter expertise on leading practice frameworks for understanding customer engagement and
behavior (segmentation, behavior analysis etc.)
 Craft data stories through presentations, written summaries, live dashboards, and data visualizations to drive
innovative solutions and guide stakeholders in making data-driven decisions
 Perform customer segmentation, profiling, behavior analysis etc. and constantly review the Bank’s segmentation
in line with market realities and trends
 Articulate key capabilities and investments required in executing the customer experience service delivery
vision/strategy

DESIGN
 Leverage research and data to design and map future-state customer journeys and cross-functional transformation
initiatives to deliver and improve seamless and remarkable world class customer experience
 Work with key product, marketing, and technology stakeholders to create and design a consistent experience across
major applications and adopt a customer and user-centric design in product development
 Use research, insights, and business intelligence to design and deploy innovative solutions and initiatives to solve
identified user experience problems
 Work with stakeholders to implement protocols to ensure all planned changes that impact customers are
communicated to customers and other stakeholders prior to the changes
 Communicate the user experience at various stages of the product design process by making compelling designs
and concepts expressed visually through user personas, journey mapping, flow diagrams, wireframes, design
prototypes, and other design deliverables
 Define and measure the end-to-end customer experience across all touch points
 Manage and functionally coordinate all staff in charge of branch service delivery and Client Care services (CSOs)

INSIGHTS
 Facilitate the development of an efficient portfolio of customer experience insights and analytics that provide an
integrated single view of each customer
 Support business teams with the definition and regular review of insights-driven segmentation in line with market
realities to ensure continued relevance and alignment with the Bank’s strategy
 Be the customer voice by ensuring that the customer’s voice is heard in the right forums and delivered concisely,
accurately and in ways that inspire action
 Own and drive end-to-end research studies/surveys (covering existing and potential customers) including study
design, fieldwork, analysis, recommendations, reporting and presenting results
 Manage third-party agencies to run customer surveys/research
 Lead the review, research, analysis, and comparison of competitive landscape, leading practices, and drivers of
customer experience in the banking industry
 Use advanced analytics, quantitative and qualitative techniques, and data visualization to provide insights to
support the business to answer critical questions

III. JOB SCALE

Reporting to: Head of Customer Experience of the affiliate

IV. JOB PROFILE


Experience  Minimum of 8 years in managing all aspects of a customer experience design strategy and
interactive design – mapping journeys and building as part of a product development process;
previous experience with a focus on strategy formulation and/or digital banking is a plus
 Proficient in the use of design and prototyping applications
 Good understanding of digital and emerging technologies
 Proven supervisory experience or experience leading cross-functional teams and projects
 Understanding of the application of design thinking and human centered methodologies
 Understanding of research methods
 Certifications such as Agile, Scrum, or other Project Management methodologies would be
an added advantage
 Proven leadership skills
 Negotiation and stakeholder management skills
 Strong analytical, problem solving and presentation skills
 Excellent verbal and written communication skills
 Strong data visualization skills; advanced use of Power BI, SQL, and Tableau
 Proficiency in Microsoft Excel, Word, PowerPoint, and other relevant tools
 Expert ability to build and maintain project schedules using Microsoft Project

Education  Masters level in Management or Social Sciences


 Project Management certification is a high plus
 Excellent English & French
Personal  Ability to work on own initiative and meet tight deadlines.
Attributes:  An efficient and confident communicator with strong presentation skills
 Language: English & French

Attitude :  Can-do attitude and focus on delivery and execution


 Organized and disciplined, ability to handle demands and priorities
 Team player, Strong coaching and communication skills; Customer service orientation.

V. APPLICATION PROCESS:

Please submit your CV and motivation letter to [email protected] latest October 12th, 2020 at
5pm prompt, with the subject « Customer Experience Design, Insights & Service Delivery Manager »
NB: Only applications matching with the desired profile will be contacted.

Ecobank is an equal opportunity employer and will not discriminate on the basis of gender, religion, ethnicity, physical
ability, etc…

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