Customer Experience Manager

About the position

We're on the lookout for a Head of Customer Experience to join our team and take our customer journey to epic heights. If you live and breathe creating WOW moments, turning frowns upside down, and making customers feel like royalty, then polish your cape and get ready to champion the most extraordinary experience-driven revolution! Join us in redefining what it means to deliver next-level customer delight.
The main purpose of this role is to manage the business relationship with our customers, solving lasting customer problems, building a long-term competitive advantage, retaining loyal customers, creating a strategy to increase profitability and providing a comprehensive customer perspective for executive decisions to increase the lifetime value and profitability of our customers.

• Relevant tertiary qualification in Marketing/IMM/Business Management/Humanities (Essential)
• Prince/ PMP qualification (Desirable)
• Master of Business Administration (Desirable)
• 10 years' Experience in project management, with a minimum of 5 years in a senior management role
• Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.
• Experience across digital strategy and delivery, customer strategy, customer experience design, journey design, business transformation, innovation, and product development/management
• Track record of customer-centric decision-making.
• Demonstrated ability to apply structured thinking and analysis techniques to complex and ambiguous problems
• An understanding of design thinking methodologies and its application to UX/CX (desirable)
• Experience or qualifications in Agile would be a plus (desirable)
• Fintech, Insurance, Sales and Marketing Experience

Desired Skills:

• Customer Experience
• CRM
• Strategic Management
• Data Analysis
• Budget Management
• People Skills

Desired Work Experience:

• 5 to 10 years Client / Customer Support

Desired Qualification Level:

• Degree

About The Employer:

A leading next-generation financial services platform for Africa's emerging consumers. We are inspired by our customers, enabling financial inclusion through technology solutions and a range of financial services products to meet their everyday needs.