Head, Customer Lifecyle Management Job at First Bank of Nigeria Limited

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.

We are recruiting to fill the position below:

Job Position: Head, Customer Lifecyle Management

Job Identification: 1619
Job Location: Lagos
Job Type: Full Time

Duties & Responsibilities

• Lead the design, mapping, and implementation of seamless customer journeys across all segments and touchpoints.
• Collaborate with stakeholders, including the CTO and product teams, to embed customer experience requirements into operational processes and digital solutions.
• Monitor and evaluate adherence to defined customer journeys, identifying gaps and opportunities for improvement.
• Oversee the performance and development of the Customer Lifecycle Management team, ensuring alignment with strategic objectives.
• Lead the creation of exceptional user experiences across all CX platforms, products, and customer touchpoints.
• Provide customer insights to support product development and ensure alignment with market needs.
• Champion the creation of intuitive and impactful user experiences across CX platforms, products, and service channels.
• Utilize data and customer behavior analytics to assess and enhance CX and UX across all delivery channels.
• Develop and manage a robust customer lifecycle framework that supports revenue acceleration and long-term customer value.
• Define customer value propositions and support their communication across relevant channels.

Requirements
Education:

• Minimum Education: First Degree in related discipline, Higher Degrees/Professional Certification

Experience:

• Minimum experience:10-years of relevant experience in Banking or other relevant Industry.