Head of Customer Experience at Lebara Nigeria

Role Description

• This full-time, on-site leadership role in Lagos is focused on championing the customer across the entire organization. The Head of Customer Experience will design, implement, and oversee all strategies and initiatives aimed at delivering a seamless, positive, and memorable journey for every Lebara customer. You will be responsible for managing all customer touchpoints, from digital channels to call centers, ensuring customer satisfaction, and driving loyalty.

Key Responsibilities

• CX Strategy: Develop and execute a comprehensive customer experience strategy that aligns with Lebara's business goals and brand values.
• Journey Mapping: Map the end-to-end customer journey, identify pain points, and implement solutions to improve processes and interactions.
• Voice of the Customer (VoC): Implement and manage VoC programs (e.g., surveys, feedback channels) to gather, analyze, and act on customer insights.
• Service Operations: Oversee the customer service team and call center operations, setting high standards for service quality, response times, and first-call resolution.
• Performance Metrics: Define and track key CX metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), and report findings to leadership.
• Cross-Functional Collaboration: Work closely with Marketing, Sales, and Technology teams to ensure a consistent and customer-centric approach across all departments.

Qualifications & Experience

• Education: A Bachelor's degree in Business Administration, Marketing, or a related discipline. An MBA is preferred.
• Experience: 8–10 years of leadership experience in customer service, customer experience, or operations management, ideally within the telecom, banking, or technology sectors.
• Skills:
  • Deep understanding of customer experience principles, methodologies, and technologies (e.g., CRM systems).
  • Strong analytical skills to interpret customer data and translate insights into actionable strategies.
  • Proven ability to lead and develop a high-performing customer-facing team.
  • Exceptional empathy, communication, and problem-solving skills.
  • Change management experience with a focus on fostering a customer-centric culture.

Certifications (Recommended)

• Certified Customer Experience Professional (CCXP)
• COPC (Customer Operations Performance Center) Certification