CX Experience Design Officer – Projects at Access Bank Plc

Job Description

Access Bank Plc is seeking a skilled CX Experience Design Officer to manage and oversee customer experience (CX) projects. The role involves planning, coordinating, and implementing projects that enhance the customer journey while ensuring alignment with organizational objectives. This position requires strong project management skills, attention to detail, and the ability to engage internal and external stakeholders effectively.

Key Responsibilities

• Lead and manage assigned CX projects from initiation to completion, ensuring timely delivery and quality outcomes.
• Develop detailed project plans, track progress, and maintain comprehensive project documentation.
• Collaborate with Team Leads, Unit Heads, and relevant stakeholders to define project scopes, objectives, and technical feasibility.
• Engage vendors and internal teams for seamless project execution and resource allocation.
• Manage project changes, including scope, schedule, and cost, while measuring project impact using appropriate tools.
• Build dashboards with project owners to showcase project outcomes to stakeholders.

Qualifications & Requirements

• Bachelor’s Degree in any discipline; professional certification such as PMP is an advantage.
• Minimum of 3 years of relevant experience; at least 1 year in a banking or financial institution is preferred.
• Strong client-facing and internal communication skills.
• Solid organizational and multitasking abilities with keen attention to detail.
• Proficiency in Microsoft Office and experience with project management software tools.
• Skills in business process management, business analysis, and presentation.
• Strong leadership, coaching, team-building, and conflict management capabilities.