Head Customer Experience

This is a full-time job as Head of Customer Experience at an unspecified organisation in Nigeria, closing on December 13, 2026. The role focuses on designing a customer service operating system, establishing SLAs, building CRM and issue-tracking systems, and managing a team to improve customer trust and feedback-driven improvements across the company.

What it offers

The position requires exceptional leadership with 7+ years of experience in customer service, customer experience, contact centers, or customer support. Preference is given to candidates with high-volume consumer customer experience. A bachelor’s degree is mandatory; an MBA or postgraduate qualification is advantageous. The role demands strong interpersonal skills, team management, and problem-solving expertise in a fast-paced, tech-driven environment.

Who can apply

Applicants must have 7+ years of experience in customer-facing roles, with exceptional temperament and competence. Preference is given to those with experience handling high-volume consumer customers. A bachelor’s degree is required; advanced degrees are a plus.

What you'll do

• Design a customer service operating system to enhance trust and resolution efficiency.
• Establish service level agreements (SLAs) and build an escalation matrix.
• Develop CRM and customer issue categorization systems, including a product knowledge database.
• Recruit, train, and manage a customer service team.
• Implement quality assurance, Voice of Customer (VoC) programs, and retention strategies.
• Conduct cross-department root cause analysis for customer issues.

How to apply

No explicit application steps are provided in the source.

Good to know

• Location: Nigeria (NG).
• Employment type: Full-time.
• Closing date: December 13, 2026.
• Preferred qualifications: High-volume consumer customer experience, exceptional attitude, and leadership in customer support systems.