Overview

The Concept Group is a holding company for companies established in 1992. Subsidiaries under the Group include: Rosabon Financial Services – Nigeria’s Leading Financial Intermediary and Equipment Leasing Company, Concept Nova – Bespoke Enterprise IT Solutions Company, Percy Aitkins – Bureau De Change.

  • Job Position: Client Experience Strategist
  • Job Location: Lagos

Job Description

  • Use feedback to develop an in-depth understanding of customers
  • Implement a system to help you collect feedback, analyze it, and act on it regularly
  • Reduce friction and solve your customers’ specific problems and unique challenges
  • Make listening to customers a top priority across the business.
  • Develop customer needs and use cases throughout a customer journey.
  • Translate customer needs into business requirements.
  • Serve as an advocate and champion for the customer centric, research, & design cultures to stakeholders with little experience partnering in human centered design.
  • Develop client strategic insights via client research techniques: quantitative, qualitative
  • Lead teams in developing business and customer cases to help drive experience improvement.
  • Understand and interpret customer experience measurements.
  • Develop operational plans to deliver great customer experiences.
  • Have a strong cross-functional understanding of service delivery to be able to identify and engage boundary partners.
  • Develop client strategic insights via client research techniques: quantitative, qualitative,
  • Have experience with leading facilitated sessions in customer journey mapping and service blueprinting.
  • Create effective communications across multiple internal channels to increase ability to change the customer experience.
  • Develop views of both present and future customer journeys through quality research.
  • Lead projects that enhance client’s understanding of the customer.
  • Serve as customer advocate during new product launches and service upgrades.

Job Qualifications

  • Bachelor’s Degree
  • Minimum of 3 years experience.

Closing Date
9th February, 2021.

How to Apply

Interested and qualified candidates should send their CV to: careers@conceptgroup-ng.com using the Job Title as the subject of the mail.

Tagged as: Customer Service