Head of Customer Experience at Lebara Nigeria

Lebara Nigeria - Beyond top-tier telecommunications, we have forged strategic partnerships to offer financial services designed to empower the creative industry. Through microloans, device funding, Lebara powered internet hubs, and culture-shaping events to boost the art, culture, tourism and creative economy. we are committed to driving innovation, inclusion, and economic growth.

We are recruiting to fill the position below:

Job Title: Head of Customer Experience

Location: Lagos
Job Type: Full Time

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

Apply for this role:

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should send their Resume to: youbelong@lebara.ng using the Job Title as the subject of the email.