Head, Customer Experience
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Strategic CX Management:
Own and execute customer experience strategy aligned to business objectives across lending payments and digital services
Define track and enforce CX KPIs (NPS churn FCR SLA etc.) across all teams
Establish and enforce SLA standards escalation frameworks and cross functional accountability for resolution
Lead and prioritize CX driven automation initiatives ensuring measurable impact on cost efficiency and experience
Translate CX performance into financial outcomes including cost reduction efficiency gains and revenue protection
Build and enforce QA and training frameworks to ensure consistent high quality experience delivery.
Service Operations & Workforce Management:
Design and manage a scalable CX operating model across contact center Backoffice and outsourced partners
Lead workforce planning and capacity management (forecasting shrinkage staffing optimization)
Implement tiered support structures and skill-based routing models
Own outsourced partner governance performance management and service standards
Drive productivity efficiency and service reliability across all CX operations
Customer Experience & Service Delivery
Build and manage a Voice of Customer (VoC) program (NPS CSAT feedback loops)
Identify and prioritize high impact customer journeys and pain points driving measurable improvements across Product Technology Risk and Operations.
Implement structured root cause analysis to eliminate recurring issues and drive continuous improvement
Reduce complaint volumes repeat contacts and resolution times through ongoing process optimization
Develop and enforce CX playbook service standards and communication guidelines.
Digital CX & Automation:
Partner with Operational Excellence and Digital transformation team to drive automation and self-service strategy across all support channels (chat IVR/calls emails)
Increase self-service adoption and reduce manual service dependency
Partner with Product & Tech to deliver seamless digital customer journeys.
Compliance & Risk Management:
Ensure CX adhere to regulatory standards (CBN AML KYC GDPR etc.) and industry best practices.
Work closely with compliance risk and legal teams to ensure full regulatory compliance.
Ensure compliance with internal audits and operational risk assessments ensuring follow through on corrective actions.
Team Leadership & Performance Management:
Build and lead a high performing customer experience team.
Work closely with the responsible team(s) to develop policies training programs and performance metrics.
Foster a culture of accountability innovation and continuous improvement.
Lead stakeholder engagement and change management to drive adoption of CX initiatives across the organization
Education/ Professional Qualification:
Bachelors degree in Business Administration Finance Economics or a related field. The qualifications below will give an added advantage.
o Data Analytics Certificate
o Customer Service training/certification
o Lean Six Sigma (Green/Black Belt)
Experience:
12 years of experience in Customer Experience Contact Center Operations in financial services fintech banking or payments with at least 5 years in a leadership role.
Strong expertise in CRM systems Data analytics tools and CX platforms (IVR ticketing systems etc.).
Proven experience in scaling CX operations driving automation of customer service processes and managing outsourced agents.
Strong leadership communication and stakeholder management skills.
Data driven mindset with experience in using analytics to optimize operations.
Technical:
Data Analytics Process Optimization Financial & Operational Risk Management
Behavioural:
Strategic Thinking & Problem Solving Data driven decision making Team Management Communication Customer-Centric Mindset
