CX Business Partner at Access Bank

Job Description

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The CX Business Partner Job in Lagos at Access Bank is a strategic opportunity for experienced professionals in customer experience and client engagement. This full time role is ideal for candidates who can design and implement customer experience strategies that improve service delivery and drive business performance.

Access Bank is seeking a results driven CX Business Partner to lead customer experience initiatives across its Retail Business Unit. The role focuses on ensuring a seamless customer journey, strengthening service culture, and delivering measurable improvements in customer satisfaction.

About the CX Business Partner Job in Lagos

As a CX Business Partner, you will take ownership of customer experience strategy and execution across multiple touchpoints. You will work closely with internal stakeholders to embed a customer first culture, develop journey frameworks, and drive continuous improvement.

This role is suited for professionals who are analytical, strategic, and capable of influencing teams across different business functions.

Key Responsibilities

Service Strategy

• Communicate customer centric strategies across the Retail Business Unit
• Define and implement service frameworks and standards
• Align customer experience strategies with business objectives
• Develop customer journey and micro journey frameworks
• Collaborate with stakeholders to ensure consistent CX delivery

Service Culture and Improvement

• Track and enforce customer experience KPIs across teams
• Engage staff to ensure adherence to service standards and behaviors
• Provide training, coaching, and guidance on CX best practices
• Deliver insights that drive improvements in products and services
• Identify key customer segments and personalize service delivery

Customer Advocacy and Brand Representation

• Act as the voice of the customer in business decisions
• Conduct customer journey audits to identify gaps and opportunities
• Lead problem solving initiatives to improve customer satisfaction
• Ensure effective feedback loops and real time issue resolution
• Develop communication plans across key customer touchpoints
• Monitor industry trends and implement best practices

Stakeholder Management

• Drive collaboration across departments to improve processes
• Manage stakeholder relationships and ensure alignment on CX initiatives
• Hold business units accountable for customer experience performance
• Support CX leadership in executing strategic initiatives

Requirements for the CX Business Partner Job in Lagos

Candidates applying for this role should meet the following criteria:

• Bachelor’s degree in Marketing, Business, Product Development, or related field
• Minimum of five years experience in client engagement or customer service roles
• At least two years of supervisory experience
• Strong experience in stakeholder management and cross functional collaboration
• Proven ability to implement strategic roadmaps
• Experience in banking or financial services is an added advantage

Skills and Competencies

The ideal candidate should possess:

• Strong customer orientation and understanding of customer lifecycle management
• Experience with CRM systems and customer insights analysis
• Strategic thinking and problem solving skills
• Data driven mindset with strong analytical ability
• Excellent communication, presentation, and negotiation skills
• Ability to influence stakeholders at all levels including senior executives
• Strong organizational and time management skills

Salary and Benefits

• Competitive salary based on experience
• Opportunity to work with a leading financial institution
• Career growth and professional development opportunities
• Exposure to high level strategic projects

Work Location

• Lagos State, Nigeria
• Full time role

How to Apply for the CX Business Partner Job in Lagos

Interested and qualified candidates should apply through the official Access Bank recruitment platform.

To apply:

1. Prepare your updated CV
2. Visit the official application portal
3. Submit your application for the CX Business Partner role to this link below
4. https://jobs.workable.com/view/9zoRB48fRxNqR1RLuhNteN/cx-business-partner-in-lagos-at-access-bank-plc?utm_source=Jobsregion