CX Project Manager at Access Bank – Apply Now

Job Description

A leading Nigerian retail bank is seeking an experienced CX Project Manager to own and deliver end-to-end customer experience transformation projects. You will own the full project lifecycle from initial scoping, planning, stakeholder alignment, and execution through to delivery, impact measurement and handover. This is a high-visibility role that will directly shape the bank’s customer experience strategy and outcomes across all retail channels.

Key Responsibilities

• Own full end-to-end delivery of all assigned CX related projects
• Develop detailed project plans, timelines, budgets and documentation
• Engage and coordinate third party vendors, consultants and internal teams
• Collaborate with team leads and unit heads to define project scope and objectives
• Validate technical feasibility and manage stakeholder expectations
• Track progress, manage scope creep, schedule changes and cost overruns
• Measure and report on project impact and outcomes
• Build and maintain a central catalogue of all CX projects
• Create dashboards and regular progress reports for project owners and senior leadership
• Manage all stakeholder relationships and ensure alignment throughout the project lifecycle
• Maintain comprehensive, up to date project documentation at all stages

Required Qualification and Skills

• Bachelor’s Degree in any discipline
• Minimum 3 years proven experience in project management
• 1+ year experience working in a bank or financial institution (strong advantage)
• PMP or equivalent project management certification (highly preferred)
• Excellent written and verbal communication and presentation skills
• Strong stakeholder management and client facing abilities
• Exceptional organisational skills, attention to detail and ability to multitask
• Proficiency in Microsoft Office and project management software tools
• Strong analytical and problem solving skills
• Demonstrated leadership, team coordination and conflict management abilities
• Knowledge of TQM and business process improvement methodologies

Benefits

• Competitive salary and performance bonus
• Comprehensive health insurance for you and your family
• Pension contribution and 13th month salary
• Generous annual leave and public holidays
• Professional development sponsorship including certification support
• Staff banking benefits including low interest loans
• Hybrid work arrangement