Ozovehe Adinoyi Emmanuel
Ikate Surulere
Summary
Process Improvement Specialist with 10+ years in financial services, dedicated to driving digital transformation and enhancing customer experiences. Expertise in creating solutions that streamline operations and deliver measurable business value. Significant contributions include launching digital loan platforms and optimizing funds transfer workflows. Awarded 'King of Ideas' at FirstBank for outstanding innovative efforts.
Overview
5
5
years of professional experience
Work History
Retail Customer Journey Manager
First Bank Nigeria
06.2025 - Current
- Studies, analyzes and creates personas for the retail customers/client journeys
- Manages retail customer journeys to maximize acquisition and/or deepening of customer relationships across channels (physical, virtual and digital) by leading journey mapping sessions to validate as well as co-create future states, facilitating customer/client interviews and identifying data needed to size-up opportunities
- Partners with EDM to design and execute quantitative and qualitative primary research as need to uncover, quantify and prioritize retail customer pain points and moments of delight
- Works with cross-functional teams to educate partners on opportunities to pursue, build buy-in and design solutions and experiences via human centered design and prototyping
- Advocates for the retail customer and articulates why proposed changes to the journey will provide both customer and business value
- Partners across the organization to define and manage roadmap of initiatives to help prioritize implementation of features that drive the retail customer journey experience critical to delivering business objectives
- Benchmark current state with peers (Local and Global)
- Supervises design of future state retail customer journeys and identify capability requirement, key initiatives, capabilities and resource requirement
- Ensure cx analyst’s product design and value propositions are aligned to the needs of retail customers by bringing knowledge of customer design into product lifecycle management and process design
SNR CX Analyst Design and Experience Management
First Bank Nigeria
03.2023 - 06.2024
- Collaborated with branch managers and departmental heads to identify operational pain points and propose tailored solutions through interviews and surveys.
- Mapped the customer journey based on key product experiences and touchpoints, analyzing feedback to prioritize impactful enhancements for customer satisfaction and loyalty.
- Worked with the customer insights and analytics team to gather and analyze data on customer needs and preferences, informing strategic decisions.
- Conducted competitive analysis to compare our services with industry standards, using insights to design future customer journeys that are relevant and customer centric.
- Collaborated with departments to implement recommendations from customer journey mapping, facilitating workshops to ensure alignment and commitment.
- Championed customer interests by articulating the value of proposed changes to the journey, highlighting benefits for both customers and the bank.
- Continuously assessed and challenged existing processes to identify improvement opportunities, fostering a culture of innovation and accountability for better results.
- Proficiently conducted root cause analysis to identify underlying issues and develop effective solutions, enhancing operational efficiency and problem resolution.
Project Team Lead BTP
First Bank Nigeria
01.2021 - 01.2022
- Collaborated with stakeholders to identify pain points and develop targeted solutions that enhanced operational efficiency and customer satisfaction.
- Provided weekly updates on project status, keeping stakeholders informed of progress, milestones, and any challenges.
- Built and maintained strong relationships with stakeholders and vendors to ensure effective communication and collaboration for project success.
- Monitored and promoted the adoption of digital initiatives, such as self-service options, to enhance customer engagement and reduce operational costs.
- Identified operational gaps and proposed initiatives to improve processes, driving efficiency and customer satisfaction.
Head Cash/ATM Custodian/CHANGE AGENT
First Bank of Nigeria Ltd, Wuse New Market
01.2021 - 01.2021
- Managed all financial transactions, ensuring accuracy and compliance with regulatory standards and internal policies.
- Led and supervised the financial transactions team, fostering a collaborative environment and ensuring high performance.
- Identified areas for process enhancement and implemented strategies to increase efficiency and reduce errors in transaction processing.
- Assessed and mitigated risks associated with financial transactions, developing protocols to safeguard against fraud and operational failures.
- Ensured that all transactions complied with relevant laws and regulations, maintaining up-to-date knowledge of changes in financial regulations.
- Prepared and presented reports on transaction volumes, account reconciliation, trends, and performance metrics to senior management, providing insights for decision-making.
- Monitored transaction-related customer service levels, addressing issues and ensuring that customer satisfaction was prioritized.
- Worked closely with other departments, such as compliance, risk management, and IT, to ensure seamless integration of transaction processes.
- Trained and developed staff on financial transaction processes, policies, and best practices to ensure a knowledgeable and competent team.
- Contributed to the development of strategies for new financial products and services that enhanced transaction capabilities and customer offerings.
Education
Master of Science - Digitial Marketing And Business Transformation
Rome Business School
LagosLinkedin Certification - Design Thinking:Understanding the Process
01.2024
Linkedin Certification - Winning Back a Lost Customer
01.2024
Linkedin Certification - Critical Thinking and Problem Solving
01.2024
Linkedin Certification - Business Analysis for Busy Professionals
01.2023
Linkedin Certification - Customer Experience Strategy : Build a Customer-Centric Culture
01.2023
Linkedin Certification - Customer Experience : Service Blueprinting
01.2023
Coursera Certification - Jobberman Soft Skill Courses for Employer Partners
01.2021
Linkedin Certification - Becoming an Impactful and Influential Leader
01.2021
Enterprise Design Thinking Co-Creator
01.2020
IBM - Associate Fellow Certification
Institute Of Finance and Control
01.2017
B.A. - English Literature
University of Abuja
01.2010
Secondary School Certificate Examination - undefined
Comprehensive Science Secondary School
Suleja, Niger State01.2003
Skills
- Communication proficiency
- Presentation skills
- Customer experience strategy
- Innovative systems management
- Interpersonal and listening skills
- Leadership capabilities
- Welfare committee leadership
- Service week organization
INTEREST
Health and Fitness, Reading, Sharing ideas, Travelling, Board Games
Key Business Skills include
- Root Cause Analysis
- Project Management
- Business Process Modelling Skills
- Strategic Thinking
Key Product and Design Skills include
- Product development processes
- Design Thinking and Innovation - Enterprise Design Thinking (IBM)
- Product Journey Mapping- UX research journey mapping
Key IT skills include
- Product Presentation with Microsoft PowerPoint
- Product management- prioritizing product and customer requirement.
Timeline
Retail Customer Journey Manager
First Bank Nigeria
06.2025 - Current
SNR CX Analyst Design and Experience Management
First Bank Nigeria
03.2023 - 06.2024
Project Team Lead BTP
First Bank Nigeria
01.2021 - 01.2022
Head Cash/ATM Custodian/CHANGE AGENT
First Bank of Nigeria Ltd, Wuse New Market
01.2021 - 01.2021
Linkedin Certification - Design Thinking:Understanding the Process
Linkedin Certification - Winning Back a Lost Customer
Linkedin Certification - Critical Thinking and Problem Solving
Linkedin Certification - Business Analysis for Busy Professionals
Linkedin Certification - Customer Experience Strategy : Build a Customer-Centric Culture
Linkedin Certification - Customer Experience : Service Blueprinting
Coursera Certification - Jobberman Soft Skill Courses for Employer Partners
Linkedin Certification - Becoming an Impactful and Influential Leader
Enterprise Design Thinking Co-Creator
IBM - Associate Fellow Certification
Institute Of Finance and Control
B.A. - English Literature
University of Abuja
Secondary School Certificate Examination - undefined
Comprehensive Science Secondary School
Master of Science - Digitial Marketing And Business Transformation
Rome Business School