Head Of Customer Experience (Financial Services)
Confidential Employer
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Job Overview
Location
Lagos, Lagos, Nigeria
Employment Type
Full-time
Work Arrangement
Hybrid
Sector
Finance & Banking
Experience Level
Senior (5-8 years)
Job Description
A reputable finance company is urgently seeking a visionary and customer-obsessed Head of Customer Experience to join our dynamic team. In this critical leadership role, you will be responsible for architecting, implementing, and leading the end-to-end customer journey for our diverse clientele, ensuring an unparalleled experience that drives loyalty and satisfaction.
You will leverage your deep expertise in financial services to design and execute innovative CX strategies, directly impacting customer retention rates, satisfaction scores (NPS/CSAT), and product utilization. This is an exciting opportunity to shape the future of customer interaction within a forward-thinking organization.
If you are a qualified and interested candidate, please submit your application via the following link: https://forms.gle/fGV3TeG5DCQpNQCh. The application window is short, so we encourage you to apply promptly.
Required Skills
Key Responsibilities
- Architect and lead the end-to-end customer journey for diverse clientele.
- Design and implement innovative Customer Experience (CX) strategies.
- Drive significant improvements in customer retention rates, satisfaction scores (NPS/CSAT), and product utilization.
Qualifications
- Bachelor's degree in Business, Finance, or a related field; an advanced degree (e.g., MBA) is a significant advantage.
- 8-10+ years of progressive experience in customer experience, service design, or relationship leadership within the financial services industry.
- Demonstrable track record of successfully designing and implementing CX strategies that have directly improved customer retention rates, satisfaction scores (NPS/CSAT), and product utilization.
- Deep understanding of banking products, specifically Fixed Deposits and various Corporate/Retail Lending products (e.g., SME loans, Salary Loans, Project Finance).
- Strong analytical acumen with hands-on experience using customer analytics platforms and journey mapping tools.
Benefits & Perks
- Competitive compensation package
- Employee Value Proposition (EVP)
How to Apply
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This pivotal role involves architecting and leading the entire customer journey for a financial services firm. You will develop and execute CX strategies to significantly boost customer retention, satisfaction, and product engagement. Success is measured by tangible improvements in NPS/CSAT scores and the effective utilization of banking products, ensuring a superior client experience.
Posted Date
January 17, 2026
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