Head - Customer Experience

Mission:

To develop and lead the Customer Experience strategy across the organization, ensuring the delivery of seamless, consistent, and exceptional customer experiences across all customer touchpoints. The role is responsible for driving customer satisfaction, loyalty, retention, and advocacy through customer-centric initiatives, service excellence, process optimization, digital transformation, and continuous improvement.

The Head, Customer Experience serves as the voice of the customer within the organization and ensures that customer insights inform strategic and operational decision-making.

Company: MoMo Payment Service Bank (PSB)

Reports to: Head, Banking Operations

Education:

• Bachelor’s degree in Business Administration, Marketing, Social Sciences, or a related discipline.
• A Master's degree or a relevant professional certification (e.g. CCXP, CIM, ITIL Service Desk/CX) will be an advantage.

Experience:

• A minimum of 10 to 15 years’ total experience in a similar position with at least 3 years in leadership/managerial role; candidate should have at least 5 years in customer experience, client relationship management, contact centre or complaints management
• Experience in Fintech or Banking is preferred 
• Strong ability to translate business needs into operational CX requirements.
• Good understanding of the financial services regulatory environment and regulatory policies
• Working knowledge of relevant CBN regulations and the wider business environment.

Functional Knowledge:

• Strongly customer-service oriented with a data-driven, insight-led approach.
• Proven leadership experience with strong people-management and coaching skills.
• Ability to identify and maximise service and sales opportunities.
• Strong problem-solving and analytical skills and a customer-first mindset.
• Excellent interpersonal and stakeholder-management skills.
• Excellent command of English, written and spoken.
• Computer literate with proficiency in CX/analytics and CRM platforms.
• Able to work effectively under pressure and self-motivated.
• Ability to work independently and manage multiple client requests efficiently

Key Duties:

• Develop and implement the enterprise-wide customer experience strategy aligned with business objectives.
• Identify opportunities to streamline operations, improve efficiency, and enhance the customer experience.
• Ensure that contact centre operations comply with relevant laws, regulations, and internal policies, including data privacy and consumer protection regulations and stay up to date with industry best practices and emerging trends in contact centre management
• Drive a culture of customer-centricity across the Bank, identify and address customer pain points to improve the overall customer experience and implement initiatives to enhance customer satisfaction and loyalty and promote the use of technology and digital channels to improve customer service and convenience
• Ensure that service delivery across the bank (including branch operations) comply with relevant laws, regulations, and internal policies, including those set by the Central Bank of Nigeria (CBN) and stay up to date with changes in regulations and best practices related to branch operations and customer service.
• Ensures all personal and sensitive customer data is handled securely and in full compliance with applicable data protection regulations (e.g., NDPR) to safeguard customer trust. Work closely with Compliance, Legal, and Information Security teams to stay current on evolving privacy standards
• Drive customer satisfaction, loyalty, and retention by developing and implementing initiatives that improve customer outcomes and strengthen key customer experience metrics, including NPS, CSAT, and CES.
• Lead the collection, analysis, and interpretation of customer feedback, service performance data, and market insights to identify trends, address pain points, and inform strategic decision-making.
• Establish robust customer experience measurement and reporting frameworks, that align with CBN reporting requirements including service quality assessments, executive dashboards, and performance reviews to support continuous improvement.
• Partner with Product, Technology, Operations, Commercial, Risk, and Compliance teams to enhance customer journeys, improve digital experiences, and ensure customer needs are embedded in products, services, and processes.
• Champion innovation, digital adoption, and self-service initiatives that improve customer engagement, convenience, and overall service delivery.
• Lead, coach, and develop a high-performing team, fostering a culture of accountability, collaboration, innovation, customer focus, and continuous improvement.