Jumia is your number one Online Shopping solution in Nigeria. There is an online electronic store where you can purchase all your electronics, as well as books, home appliances, fashion items, shoes, mobile phones and more online and have them delivered directly to you. Jumia has payment options that suit everyone, and we have a payment-on-delivery option fo...
Read more about this company
This role is responsible for the management of projects in Customer Experience [CXP] aimed at initiating, driving, and supporting new business initiatives, improving and maintaining efficiency and effectiveness of processes, as well as leading changes to support CXP strategy, tactics and service leading to ongoing customer experience improvements.
In particular you will:
Distil customer insights into business recommendations by identifying meaningful customer indicators and trends and by performing root cause analysis to improve the customer experience
Support projects aiming at improving and maintaining operational KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Quality of service, Productivity KPIs, etc.
Work with cross-functional teams to build the business cases and plans for improving specific customer issues.
Monitor other key customer-based projects progress and ensuring timely delivery of results.
Design user-friendly tools, reports, dashboards and KPI’s to be used by management for customer KPI’s
Identify and prioritize key touchpoints in the journey and design listening posts to capture stakeholder feedback at these listening posts.
Regularly gather data from NPS surveys and report trends to manager along with insights and observation
Required Skills & Qualification
Bachelor's Degree in Technology, Engineering or Analytic or related field
5+ years in service, operation, project management or process improvement
Experience in roles which organized aggregated customer data to analyze trends and feedback while developing plans based on emerging customer needs/requirements
Ability to coordinate activities within cross-divisional and cross-functional teams
Track record of on-time, on scope, high quality implementations
Proven experience of IT delivery management for significant change initiatives
AI's Impact on Jobs and Organisations (Nigeria report)This report examines the extent to which AI is affecting jobs and organisations in Nigeria. It brings together perspectives from HR professionals and managers across different industries.
30 Contract Staffing Risks That Could Get Your Company SuedThis piece outlines 30 contract staffing risks that have real legal consequences under Nigerian law. If you are a business owner, HR professional, or staffing agency operator, you will find this highly valuable.
10 Steps to Building an Effective Talent PipelineLearn how to keep a list of good candidates ready in advance, before a role becomes vacant. Discover step by step the process of building a talent pipeline that works.
2026 / 2027 NEPL / OERNL Joint Venture Tertiary Scholarship Scheme (National Merit Award)The NEPL/OERNL Joint Venture in pursuance of its Corporate Social Responsibility invites suitably qualified applicants for its 2026/2027 Tertiary Scholarship Scheme, commencing Tuesday, March 3, 2026, and concluding on Wednesday, April 1, 2026. For applicants from Non-Host/Transit Communities
Gmail
Yahoomail