First Bank of Nigeria Limited (FirstBank) is Nigeria’s largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi. Since its establishment in 1894, FirstBank has consistently built relationships with customers focusing on the fundamentals of good corporate governance, strong liquidity, risk management and leadership. Over the years, the Bank has led the financing of private investment in infrastructure development in the Nigerian economy by playing key roles in the Federal Government’s privatisation and commercialisation schemes. With its global reach, FirstBank provides prospective investors wishing to explore the vast business opportunities that are available in Nigeria, an internationally competitive world-class brand and a credible financial partner. The Bank has been named "The Best Bank Brand in Nigeria” four times in a row - 2011, 2012, 2013, 2014 - by the globally renowned "The Banker Magazine” of the Financial Times Group; and "Most Innovative Bank in Africa” in the EMEA Finance African Banking Awards 2014. FirstBank’s brand purpose is to always put its customers, partners and all stakeholders at the heart of its business, even as it is poised to standardise customer experience and excellence in financial solutions across Sub Saharan Africa, in consonance with its brand vision "To be the partner of first choice in building your future”. Our brand promise is to always deliver the ultimate "gold standard” of value and excellence. This commitment is anchored on FirstBank’s inherent values of passion, partnership and people, to position our customers first in every respect.
DUTIES & RESPONSIBILITIES
- Define and operationalize an integrated CX performance framework incorporating metrics such as NPS, CSAT, CES, BICSS, Complaint Resolution SLA, and Service TATs.
- Collaborate with internal stakeholders (Product, Service, Digital, Data, BI, Branch Ops, etc.) to align KPI definitions and ensure consistent tracking across customer touchpoints.
- Design and maintain the CX performance dashboard for monthly EMC, Board-level reporting, and internal CX governance forums.
- Translate CX data into actionable insights that identify service breakdowns, friction points, and experience gaps across segments and channels.
- Manage the CX reporting lifecycle — from data sourcing, cleansing, and trend analysis to stakeholder presentation and resolution monitoring.
- Support the definition and enforcement of CX service standards in collaboration with Service Quality Officers, using measurement outcomes to guide internal audits and compliance reviews.
- Lead periodic experience audits to validate accuracy and reliability of customer-facing performance data, especially across digital journeys and self-service channels.
- Guide business units and frontline teams in interpreting CX metrics and executing service improvements based on measurement reports.
- Work closely with the CX Data & BI Analyst to ensure data integrity, platform reliability, and automation of performance reporting processes.
- Support all survey deployments and analytics exercises (Voice of Customer, Mystery Shopping, Branch & Contact Centre surveys, etc.) in conjunction with internal teams and third-party vendors.
JOB REQUIREMENTS
Education
- Bachelor's degree in Statistics, Business Analytics, Economics, Engineering, or related numerate field.
- Postgraduate degree (MBA/MSc) in Business Analytics, Strategy, or Performance Management is an advantage.
- Analytics (e.g. Power BI, Tableau, SAS, SQL), or Service Quality (e.g. COPC, ITIL) are highly desirable.
Experience
- Bachelor's degree in Statistics, Business Analytics, Economics, Engineering, or related numerate field.
- Postgraduate degree (MBA/MSc) in Business Analytics, Strategy, or Performance Management is an advantage.
- Analytics (e.g. Power BI, Tableau, SAS, SQL), or Service Quality (e.g. COPC, ITIL) are highly desirable.
Method of Application
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