Head, Customer Experience
Job Description
Location: Ikoyi, Lagos
Experience: 10-12 years in similar roles within the financial services industry
About the Role
An experienced Head of Customer Experience is needed to lead and enhance customer engagement, satisfaction, and loyalty strategies within our organization. The ideal candidate will drive customer-centric initiatives, optimize service delivery, and ensure a seamless experience across all touchpoints.
Key Responsibilities
- Develop and implement customer experience strategies to improve satisfaction and retention.
- Oversee customer service operations, ensuring efficient issue resolution and high-quality service delivery.
- Analyze customer feedback and data to identify trends, gaps, and opportunities for improvement.
- Collaborate with internal teams to enhance customer journeys and optimize service processes.
- Lead and mentor the customer experience team, fostering a culture of excellence and innovation.
Requirements
- 10-12 years of experience in customer experience management within the financial services industry.
- Strong leadership skills with a track record of driving customer-centric initiatives.
- Excellent analytical skills with the ability to interpret customer data and insights.
- Proficiency in customer service tools, CRM systems, and digital engagement strategies.
- Exceptional communication and interpersonal skills.
How to Apply
Qualified candidates should send their CVs to Bunmi.taiwo@hreade.com.
