Customer Experience Officer – Service Excellence Champion

About the role

The bank is looking for a Customer Experience Officer to champion service excellence across all customer touchpoints in Lagos. You will assess interactions, identify improvement areas, and ensure staff consistently meet the highest service standards.

Key responsibilities

• Conduct regular internal and external customer satisfaction surveys and analyse the data to spot service gaps.
• Design and deliver training programmes, including curricula and slide decks, for frontline operators and marketers.
• Research, propose and implement industry‑leading customer service initiatives.
• Engage stakeholders, run awareness campaigns and communicate service measurement goals across branches.
• Perform periodic service audits and spot checks at physical branches.
• Review external mystery‑shopping reports, videos and recommendations to pinpoint improvement areas.
• Initiate and execute customer‑experience projects to close identified gaps.
• Prepare audit reports, follow up on recommendations and track implementation results.
• Collaborate with the Business Process Re‑engineering team to document process improvements.
• Manage stakeholder relationships regarding service gaps, recommendations, rewards and sanctions.

Required profile

• Bachelor’s degree in any discipline.
• Strong analytical and problem‑solving abilities.
• Excellent communication and interpersonal skills.
• Passion for customer service and continuous improvement.
• Clear and concise written communication.
• Knowledge of basic banking products and services (preferred).

Required skills

• Microsoft Office Suite

What we offer

• Competitive salary and benefits package.
• Healthcare coverage.
• Parental leave.
• Year‑end bonus.
• Professional development opportunities.
• Dynamic work environment and company events.