Bank Commits to Tech Investment and Service Culture to Meet Evolving Customer Needs
Lagos, Nigeria – The Managing Director/Chief Executive Officer of Unity Bank Plc, Mr. Ebenezer Kolawole, has declared that a service culture built on responsiveness and innovation is the key differentiator for impact in modern banking. His remarks came as the bank kicked off its Customer Service Week 2025 celebration, themed “Mission: Possible.”
Mr. Kolawole celebrated the bank’s resilient frontline staff, acknowledging their unwavering dedication in what he called the institution’s mission to provide exceptional service. He affirmed that the “Mission: Possible” theme underscores the bank’s belief that every customer need can be met through teamwork, service culture, and continuous innovation.
Shifting Focus to Customer Experience Innovation
Acknowledging the increasing sophistication of modern consumers, the Managing Director stated that Unity Bank is now prioritizing customer experience innovation.
“The increasing sophistication of our customers have made the Bank to also begin to focus more on customer experience innovation with investment being made in technology, systems, and people which enable us redefine our customer journey altogether,” Kolawole said.
He reinforced the bank’s mission: “At Unity Bank, our mission is clear — to make banking simple, accessible, and rewarding for every customer.” The bank’s historical focus on convenience includes being one of the first to introduce the multilingual USSD platform, $*7799#, and continually upgrading its Unifi app for optimization and reinforced customer experience.
Celebrating the Frontline Team
The Chief Customer Service Officer, Elfrida Igebu, emphasized the importance of recognizing and celebrating the staff who consistently go above and beyond.
“This year’s theme reminds us that what may seem challenging is always achievable with the right attitude, teamwork, and customer-first mindset,” Igebu said. “Our frontline teams embody this every day by demonstrating that at Unity Bank, service excellence is not just a goal, it is our mission.”
Throughout the Customer Service Week, Unity Bank is rolling out activities across its nationwide network, including customer appreciation engagements, award recognition for staff, festive decor, and cultural costumes worn by team members to highlight the spirit of celebration and service excellence.
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