At Strivo Labs, we are passionate about helping businesses scale with speed and precision. We specialise in providing end-to-end digital solutions, from custom design and MVP development to automation and content creation.
We are recruiting to fill the position below:
Job Title: Customer Experience (CX) Lead
Location: Lagos
Employment Type: Full-time
Purpose
- We are seeking an experienced Customer Experience (CX) Lead to own and elevate end-to-end customer experience across our digital financial products and services.
- This role is critical to driving customer satisfaction, retention, trust, and long-term value in a highly regulated fintech environment.
Role Overview
- The Customer Experience Lead will design, implement, and continuously improve customer journeys across onboarding, transactions, support, and lifecycle engagement.
- You will work cross-functionally with Product, Engineering, Compliance, Operations, and Growth teams to ensure every customer interaction is seamless, compliant, and aligned with business goals.
Responsibilities
- Own the end-to-end customer experience strategy across all touchpoints
- Design and optimize customer journeys for fintech products and services
- Lead customer support and experience teams to deliver high-quality service
- Define and track CX KPIs including NPS, CSAT, churn, resolution time, and retention
- Partner with Product and Engineering to translate customer feedback into product improvements
- Ensure customer experience processes comply with financial regulations and internal controls
- Implement customer feedback loops, surveys, and voice-of-customer programs
- Handle escalations and resolve complex customer issues professionally and efficiently
- Drive process automation and efficiency across customer support operations
- Develop CX playbooks, training materials, and service standards
Required Experience & Skills:
- 5–8+ years of experience in customer experience, customer success, or operations
- Mandatory experience in fintech or financial services (banking, payments, lending, digital finance)
- Strong understanding of regulated environments (KYC, AML, consumer protection)
- Proven experience managing CX or support teams
- Strong analytical skills with ability to interpret customer and operational data
- Excellent communication, stakeholder management, and problem-solving skills
- Ability to balance customer advocacy with business and compliance requirements
- Bachelor’s degree in Business, Finance, Communications, or related field
Nice to Have:
- Experience working with digital banking, payments, lending, or investment products
- Familiarity with CRM, ticketing, and CX tools (Zendesk, Freshdesk, Intercom, HubSpot, etc.)
- Experience scaling CX operations in a fast-growing fintech
- Certifications in customer experience or service management
What We Offer
- Leadership role with direct impact on customer trust and retention
- Opportunity to shape customer experience strategy in a growing fintech
- Collaborative, fast-paced, and impact-driven work environment
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/876468/customer-experience-cx-lead-at-strivo-labs.html