Experience Lead (Hybrid)

FairMoney is building Africa’s leading mobile-banking platform and is looking for an Experience Lead to own the customer journey, set the strategy, and drive measurable improvements across digital and branch channels.

What it offers

• Ownership of the customer experience agenda, including journey mapping, in-app reviews, and branch-standardisation
• Measured on KPIs such as 100 % of priority journeys mapped, 90 % of pain points resolved within agreed timelines, and 5 % or above CSAT improvement on priority journeys

Who can apply

• Strong background in customer journey mapping, experience design, and process improvement
• Proven ability to influence Product, Technology, and Business Owners without direct authority
• Experience with CSAT, VOC, and customer-insight analysis
• Branch or physical-channel experience is an advantage; Lean Six Sigma or service design is an advantage

What you'll do

• Identify friction and failure before customers report it
• Map current-state and target-state customer journeys
• Set the experience strategy and prioritised improvement roadmap
• Resolve experience pain points with Product, Technology, and Business Owners
• Conduct in-app experience reviews for new releases and existing flows
• Standardise branch experience via standards, scorecards, assessments, and consistency across locations
• Translate Voice of Customer into named actions with owners and dates
• Run monthly experience reviews with Business Owners, evidenced with specific customer cases
• Maintain the Customer Journey Experience Dashboard
• Manage and develop the Experience Analyst

How to apply

• Screening call with a Senior Recruiter (30 minutes)
• Technical + culture-fit interview with Hiring Manager
• Closing interview with other Hiring Managers

Good to know

• Hybrid role available in Paris, Bangalore, Lagos, İstanbul, or Riga; remote possibility for most positions
• Benefits include private health insurance, pension plan, paid time off, work-from-home options, and training & development