Customer Experience Manager

Customer Service
Lagos
September 9, 2025
₦600,000 - ₦800,000 / month
Full Time
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Job Description

A reputable agency banking institution is seeking a Customer Experience Fellow to join its team in Lagos. This full-time role reports directly to the Head of Agency Banking and is designed for an experienced professional passionate about customer success, service design, and strategic experience management. The successful candidate will play a pivotal role in shaping customer interactions, driving loyalty, and ensuring consistent excellence across all touchpoints.

Key Responsibilities

  • Manage the entire customer journey, ensuring seamless experiences across onboarding, support, and engagement.
  • Lead and guide customer support, onboarding, and feedback teams to deliver outstanding service.
  • Analyze customer data and insights to identify trends and implement continuous improvements.
  • Develop and implement customer experience strategies that align with organizational goals.
  • Partner with product and operations teams to address challenges and enhance customer satisfaction.

Requirements

  • Minimum of 8 years of experience in customer experience, service design, or customer success.
  • Proven leadership experience managing teams and tracking customer experience metrics.
  • Strong empathy, communication, and problem-solving abilities.
  • Proficiency with CRM tools and customer analytics platforms.

  • Demonstrated ability to foster a service-driven culture that promotes customer retention.

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