Ascentech Services Limited - Our client, a leading telecommunications (ISP) organization, is recruiting suitably qualified candidates to fill the position below:
Job Title: Head of Customer Experience
Location: Ikeja, Lagos
Employment Type: Full-time
Reports To: COO / CEO
Job Summary
- A leading telecommunications (ISP) organization is seeking an experienced Head of Customer Experience to lead its CX function.
- The role will drive customer satisfaction, service quality, and operational excellence across all customer touchpoints, ensuring a seamless and customer-centric experience.
Key Responsibilities
- Develop and execute customer experience strategies aligned with business goals.
- Oversee end-to-end customer service operations across all channels (call centre, digital, field support, etc.).
- Define and track CX KPIs (CSAT, NPS, resolution time, SLA compliance).
- Lead and develop high-performing customer support teams.
- Manage escalations and collaborate with internal teams to resolve customer issues.
- Use customer data and CRM tools to identify trends and improve service delivery.
- Ensure compliance with regulatory and service standards.
- Report CX performance and insights to senior management.
Requirements
- Bachelor’s degree in a relevant field (MBA is an advantage).
- Minimum 8 years’ experience in telecommunications (ISP) industry.
- At least 5 years in a senior customer service leadership role.
- Proven experience managing teams of 20+ staff.
- Strong knowledge of CRM systems and contact centre operations.
Core Skills:
- Customer-centric leadership
- Strategic and analytical thinking
- People management
- Communication and conflict resolution
- Process improvement.
How to Apply
Interested and qualified candidate should forward their CVs to: cv@ascentech.com.ng using "Head, Customer Experience – Ikeja, Lagos" as the subject of the mail.
https://www.hotnigerianjobs.com/hotjobs/904900/head-of-customer-experience-at-a-leading-telecommu.html