Africa’s global bank, United Bank for Africa (UBA) Plc, has launched the Customer Experience (CX) School of Excellence, a first-of-its-kind initiative aimed at empowering its workforce to deliver top-notch services to its customers.
The comprehensive programme is expected to equip the bank’s employees with the necessary skills and knowledge to provide superior customer experiences across all business segments.
UBA’s Group Managing Director/Chief Executive Officer, Oliver Alawuba, explained that the programme, which is in line with the bank’s philosophy of the ideals of ‘Enterprise, Execution and Excellence’, will involve training staff on the latest advancements in customer experience knowledge, while enabling them to provide personalised, innovative and seamless banking experiences.
“At UBA, the core of our Group strategy is our ‘Customer 1st Philosophy, which is our promise to always put our customers first, and as we intensify our focus on delivering our C1st agenda, I am delighted to announce the launch of the UBA CX School of Excellence, the first of its kind in the industry.
“This programme has been developed to ensure all UBA staff are equipped with the required skills and knowledge to deliver exceptional service to our customers. It reflects globally recognised CX knowledge relevant to serving today’s customers, their evolving needs and expectations and will strategically position UBA as the bank of choice across all our business segments,” he said.
The GMD pointed out that the programme, which begins in the next few weeks, will pilot across six countries and nine branches, adding that staff of the selected locations are expected to complete the appropriate modules to become a UBA CX Certified staff.
“Once this pilot has been concluded, the programme will be rolled out across the Group,” Alawuba stated.
While imploring staff to take advantage of the learning opportunities presented by this CX School, UBA’s Group Head, Customer Experience, Michelle Nwoga, said the bank is determined to provide something more and exceptional in the services they provide to customers, and has over time developed various strategies to ensure that its service delivery is continuously upgraded to remain the bank of choice.
“We have also embarked on thoroughly equipping our people to deliver exceptional service to customers; this is largely because we know that the customer is the only one that matters, and we tailor all our activities in line with their expectations,” she said.
According to her, UBA aims to provide the best value possible for its customers through a more interactive, user friendly interface that will make countless opportunities available for the customers from the comfort of their homes.