Head, Customer Experience

Job Summary Work with the Head of Operations and Customer Experience and other internal stakeholders to design, implement and continuously improve a scalable, data driven, and automation enabled CX operating model with the aim to drive customer retention, reduce cost to serve, and strengthen service reliability across all customer touchpoints. Job Details 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,, 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 co