Highlights:

Skills:Customer Experience Management, Customer Journey, Project management, Customer Insights, Sales and Marketing, Communications, Events management, Brand management, Change Management

Team Lead Centre of Excellence Customer Experience 01/03/2023 - current
Union Bank of Nigeria, , Nigeria
Industry: Financial Institution
Developed standards, best practices and the management of Business Processes and Customer Relations. Ensure Business Users are tasked with standardizing the delivery process and performing value-add services of the CoE.
• Provid thought leadership and direction to incorporate best practices, standardize business operations, and improve the customers’ experiences through user acceptance test. • Coordinate the Centre of Excellence operations to meet business demands and ensure strategic connections with all stakeholders. • Established and maintained all appropriate records and documentation in the Centre of Excellence. • Contribute to optimising the organization by centralizing resources with high demand and unique knowledge or skills. • Supported the business to embed a learning culture and champion the CoE across the organisation and external stakeholders. • Developed and maintain positive collaborative relationships with all relevant internal and external stakeholders (with escalations, where necessary) to ensure quality service delivery. • Identified best practices in current systems and processes with the ability to be innovative to implement new procedures to streamline and provide efficient service. • Build professional rapport with internal customers by demonstrating active listening skills to ensure mutual understanding of customer's concerns/comments • Effectively communicate information, verbally, and/or in writing in a clear and informative manner, and take appropriate ownership and accountability of internal customer issues and concerns, minimizing the need for future contacts • Provide good quality, accurate and timely information relating to training and learning. • Ensure the efficient management of the Customer Experience email box relating to escalated service issues for appropriate intervention. • implemented mandatory learning sessions (Global Early Morning Sessions) for all staff to ensure an improved customer experience.--
Associate Change Management 06/2021 - 01/2023
Union Bank of Nigeria, , Nigeria
Industry: Financial Institution
Create and implement change management strategies and plans that maximize employee adoption and usage and minimize resistance to customer experience initiatives to ensure consistent improvement continuously. Ensures a faster adoption, higher ultimate utilization of and proficiency with the changes that impact employees. These improvements will increase benefit realization, value creation, ROI and the achievement of results and outcomes.
• Review and respond to received Business Requirement documents/Change and UAT concurrence requests • Responsible for the customers' perspective/user experience at UATs • Develop CX stories and learning points from real-life service interactions • Plan and schedule Global Early Morning Session • Manage the Guest Relations Officers/Front Desk Officers • Plan and Executive the yearly bank-wide Customer Service Week • Develop presentations including research related to Customer Experience through Acumeni VOC Survey & NPS indicators in the banking industry and competitive landscape, emerging trends, etc. • Coordinate daily tracking/analysis of customer and market feedback across internal and external sources (MS reports, Experience Champions, focus groups, strategy reports) • Leverage feedback data to identify opportunities to improve customer experience across all business segments and service touchpoints • Supports in driving the end-to-end implementation of required changes. • Participates in the building of strategies to maximize automation, staff productivity, and customer satisfaction.--
Brands and Marketing Communication officer, Corporate Communications & Marketing 02/2019 - 06/2021
Union Bank of Nigeria, , Nigeria
Industry: Financial Institution
• Developed, managed and implemented initiatives to increase employee engagement and drive change management across the bank’s digital channels. • Streamlined the communication process to key internal and external stakeholders through the introduction of trivia and quizzes resulting in increased employee and customer engagement • Ensured that the Bank’s brand message is strong and consistent across all channels and social media outlets including LinkedIn, Instagram, email communications, SMS messages, website, etc
• Interfacing with appropriate internal stakeholders and nurturing cross-functional relationships to help improve team efficiency • Implementing corporate branding strategies through external and internal communications • Drafting, implementing and coordinating communication plans for various external and internal initiatives in the organisation • Daily monitoring of media platforms and industry analysis to track Union Bank’s share of voice • Ensure constant communication with internal stakeholders and external agencies, keeping them up-to-date with the Bank’s activities • Compile and submit weekly and timely reports on news coverage--
Events and Brand Activation Office 01/2016 - 02/2019
Union Bank of Nigeria, , Nigeria
Industry: Financial Institution
• Coordinated and organised edu360, Union Bank’s flagship educational fair with 70 exhibitors/partners and over 3000 delegates in attendance over the two days • Successfully planned, organised and managed Union Bank’s Centenary anniversary high-profile events in 6 regions in Nigeria (Kano, Abuja, Enugu, Benin, delta and Port Harcourt) • Organised, planned and coordinated over 10 branch launches across Nigeria to portray the new Union Bank Brand
• Compiled and managed the Events and Activation calendar for each year by liaising with Business Units • Developed an Events & Activation Policy for the Bank in collaboration with the Events and Activation team • Researched and recommended strategic partnerships/sponsorships that align with business objectives • Coordinated and managed the Bank’s corporate events, conferences and functions creatively to build brand awareness and affinity • Supported and managed all events to ensure sponsorship/activations procedures are adhered to and also provided support - logistics and brand activation for all UBN events • Drafted and prepared the annual events & activations budget • Developed an Events Handbook – processes/workflow, and ensured all Business Units are trained and informed • Monitored the use of the Bank’s brand collateral across select platforms • Contributed to the increase in the Bank’s brand equity through strategic corporate event and sponsorship initiatives • Maintained working relationships with vendors and service providers to ensure efficient service delivery--

Imo State University 01/2006 - 10/2010
, , United States
Degree: Bachelor's Degree
Major:Economics
Second class lower division

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