Head, Customer Experience - Lagos, Nigeria - The People Practice

Description

Our client, a digital bank, is looking to hire a Customer Experience Head who will play a pivotal role in shaping and executing their customer-centric strategies. This leadership position requires a seasoned professional with a minimum of 7 years of experience, preferably within both customer experience and strategic roles. S/he will be responsible for driving initiatives that elevate the overall customer journey, ensuring a seamless and positive experience across all touchpoints.

Responsibilities:

Strategic Vision:

• Develop and execute a comprehensive customer experience strategy aligned with the company's overall business objectives.
• Lead the strategic planning for customer engagement, retention, and satisfaction.

Cross-Functional Collaboration:

• Collaborate with executive leadership and other departments to integrate customer experience strategies into the broader organizational strategy.
• Work closely with product, engineering, marketing, business development, and UX teams to ensure a unified and strategic approach to customer experience.

Customer Feedback and Insights:

• Oversee the Interactions with customers via our Freshdesk platform.
• Collect, track and analyze customer feedback develop structures to foster improvements based on the insights gathered – help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters.
• Develop mechanisms for collecting and analyzing customer feedback to extract actionable insights.
• Utilize customer insights to inform strategic decisions and drive improvements across the organization.
• Takes a consultative approach in helping customers overcome issues and achieve their goals.

Performance Metrics:

• Establish key performance indicators KPIs to measure the success of customer experience initiatives.
• Regularly analyze data and feedback to identify areas for improvement and optimization.

Technology Integration:

• Evaluate and implement innovative technologies to enhance customer interactions, ensuring a seamless and technologically advanced customer experience.
• Work closely with the technology teams to align customer experience goals with technical capabilities.

Leadership and Team Development:

• Lead and mentor a team of customer experience associates, fostering a culture of excellence and continuous improvement.
• Provide strategic guidance to the team in addressing complex customer challenges.

Reporting and Analysis:

• Prepare and submit comprehensive customer experience reports on a weekly and monthly basis.
• Provide strategic recommendations based on the analysis of customer feedback and performance metrics.

Qualification

• Bachelor's degree in business, Marketing, or a related field; Master's degree preferred.
• Minimum of 7 years of experience in customer experience roles, with a focus on strategy development and implementation
• Proven track record of successfully implementing strategic initiatives that enhance overall customer satisfaction and loyalty.

Must have skills

• Strong analytical and problem-solving skills, with the ability to leverage data for strategic decision-making.
• Excellent leadership, communication, and interpersonal skills.