Responsible for the execution of CX strategies vis-a-vis Customer lifecycle Management , User Journeys and Experience Design, CX Innovations, Project Management and Continuous Service Improvement.

• Defines the journey maps, incorporating customer experience strategy and supports strategic initiatives through insights derived from customer feedback, focus groups, and benchmarking competition.• Specializes in using customer experience data to enable success.

• Capturing CX Data in the Moment to Ensure Accurate Context.• Ensuring CX Data is Actionable and Integrated into Business Processes.• Construct with stakeholders’ comprehensive mappings of customer experience journey across the various business segments and channels to determine and agree initiatives, solutions, product, system or process changes required to translate opportunities into customer experience outcomes.• Establish communications and influence members of senior management with presentations on research related to Customer Experience.• Facilitate the end-to-end implementation of required changes.• Define success metrics and conduct a robust change management assessment/impact analysis.• Participate in the building of strategies to drive innovation, maximize automation, staff productivity, and customer satisfaction.• Responsible for the customers' perspective/user experience at User’s Acceptance Test(UAT).• Manages the Front Office Desk and Switch Board operations for the Organization

• Provide guidance, support and encouragement to drive retail performance at the branches. • Assessment and feedback on the impact of processes and policies on customer experience at the branches • Observe staff members and identify areas where intervention is required to drive more sales and improve customer experience.• Engage the Service Sales Executives weekly on customer experience. • Train Direct Sales Agents on selling skills. • Promote synergy between the various frontlines roles and drive team building and bonding. • Provide feedback to branch and relevant stakeholders on overall areas of improvement. • Facilitate during quarterly pieces of training and strategy sessions.

Achievements• Developed a cost optimization framework for the organization by renegotiating Annual Maintenance Fees, harvesting parts from cannibalized machines as• Identified all stale Service Level Agreements, and in collaboration with stakeholders achieved 100% renewal of all Service Level Agreements Duties• Timely rendition of reports on the department's issues and the monthly budget/cost analysis to the Chief Information Officer (CIO).• Track and maintain records of cost saves initiatives and cost savings achieved by the department. • Prepare the department’s budget, review the monthly operating expenses and capital expenditures through interaction with the Finance & Business Strategy department • Asset and Inventory Management for the banks’ IT work tools. • Responsible for the documentation of the Operational Level Agreement between IT and other departments of UBN. • Develop standard operating procedures for all IT services • Prepare training plans and performance appraisals. • IT Vendor Management; Vendor evaluation and negotiation, track and ensure Vendor’s compliance to the Service Level Agreement (SLA) • ISO 9001 QMS Champion- Create awareness, train and accomplished the Business Process survey

Strategic Analyst • Support the Executive Director (Technology, Operations & Services) in defining the group’s overall strategy and corresponding business units’ strategy and business objectives by leveraging extensive research and analysis.• Work with relevant departments for the timely resolutions of audit exceptions.• Obtain and analyze information and work together with business unit senior management to conceptualize special projects related to the strategy as defined by the ED and senior management of the relevant units.• Lead strategic initiatives within cross-functional teams including the development and presentation of strategic recommendations to the group.• Tracking/Monitoring of projects and initiatives. • Attend strategic meetings aimed at improving processes and achieving business’ strategic objectives on behalf of the ED. • Timely rendition of update reports on the group's issues and the monthly budget/cost analysis to the ED.• Manage/prepare the group's budget, operating expenses and capital expenditures on behalf of the ED through interaction with the Finance & Business Strategy department and the group's departments.

Achievements• 100% success recorded on both inward and outward clearing transactions during cutover to the new Core Banking Application, Flex-cube Universal Banking Solution (FCUBS) Duties• Parameterization: Bank and Branch parameters. • GL maintenance and GL mapping • Clearing Maintenance • Product Definition; Transaction Codes Setup, Securities, • Loan Products definition • Flexcube Direct Banking Application (Online banking) • Security Management System(SMS) • ICCF (Interest Commission Charges and Fee) maintenance• ARC Maintenance (Account, Rate and Charge). • Train users nationwide on Flex-cube Universal Banking Solution (FCUBS).

Achievements• Developed an effective Clearing Operation model that improved staff productivity -increased efficiency by 60% and reduced operational cost on stationeries by 70%.• Initiated a framework for daily reconciliation which prevented financial exposure.• Member of a Special taskforce responsible for the reconciliation a legacy account which led to the recovery of over NGN 400 million. Duties• Download Inward Files from NIBSS via ECPIX & edit MICR line information on a Decision Server. • Upload file into Flexcube the Core Banking Application. • Proffer solution to clearing related issues bank-wide and from other banks. • Settlement/Reconciliation Officer for Client Banks

• Assistant Course Adviser to Year2 Undergraduate Electrical/Electronics Students.• SIWES supervisor and departmental examiner.