Customer Lifecycle & Experience Manager- Nairobi

ABOUT THE COMPANY Numida is a financial services technology company based in Kampala, Uganda and we are building the trusted suite of digital and financial products that enable African small businesses to thrive. Our mission is to enable African entrepreneurs to turn their subsistence businesses into growth businesses. Through our mobile app, our clients can manage their sales, expenses, credit transactions, and inventory, they can access convenient and unsecured business loans disbursed via mobile money in 24 hours, and soon they will be able to save. To date we have served more than 750 small businesses in Uganda, and we are building for scale.

Numida recognizes the value of diversity in our workforce, and is an equal opportunity employer. Women are strongly encouraged to apply. JOB SUMMARY Location: East Africa (Nairobi)Reports to: COOManages: CX Team Lead, Customer Support, QAAbout NumidaThere are 20 million micro and small businesses across Africa and traditional financial services are failing them.Numida builds digital financial products that help small business owners grow. As we scale across markets, products and partnerships, customer experience becomes a core operating capability across the full customer lifecycle.We are evolving from a single-product lender to a multi-product financial partner, and we are looking for someone who will ensure that customer experience supports strong customer outcomes, healthy portfolio growth and long-term trust.The RoleCustomer experience at Numida is created across the full customer lifecycle - from acquisition and onboarding, to first product use, repeat usage, product growth and long-term relationship across multiple products and partner journeys.We are hiring a Customer Lifecycle & Experience Manager to help the business understand and improve customer outcomes across this lifecycle, working closely with Product, Credit Ops and Growth.The primary focus of the role is ensuring that customer experience insights influence product, policy and operational decisions as we scale.This role is about orchestration, CX remains owned across teams, and this role ensures the customer perspective is visible and acted on. RESPONSIBILITIES What You’ll DoAnalyse the end-to-end customer lifecycle across lending, savings and partner products.Identify experience, product or policy issues affecting retention, behaviour and growth.Help the business understand how product design and communication affect customer outcomes.Translate customer feedback and QA insights into improvements across Product, Ops and Growth.Partner with Credit Ops, Product and Growth to improve customer journeys and long-term value.Define and track lifecycle metrics such as retention, repeat usage and customer lifetime value.Lead the CX capability, including Customer Support and QA, ensuring strong frontline execution and insight.Shape how customer experience should operate as Numida grows across markets and products.What We’re Looking For5+ years i