Head of Customer Experience

4 days ago

Lagos, Lagos, Nigeria any company Full time ₦120,000 - ₦150,000 per year

Company Description

Henriken Consulting Limited (HCL) is a premier human capital management and development organization, providing services to individuals, SMEs, large corporations, and various institutions across Africa, the USA, UK, and Canada. The Henriken team comprises young, innovative talents dedicated to delivering high-quality support and exceptional experiences to clients. We pride ourselves on our agile service culture, efficient management, and use of ICT to drive business success, resulting in consistent client and partnership growth. Our vision is to be the leading people and business management firm globally, fostering brilliance through bespoke solutions and sustainable development.

Role Description

We are seeking an experienced and strategic Head of Customer Experience to lead and elevate our customer engagement and satisfaction initiatives. This role is responsible for designing and executing strategies that ensure every customer interaction reflects excellence, empathy, and consistency.

The ideal candidate will oversee the entire customer experience journey — from feedback analysis to service improvement — while leading a high-performing team dedicated to delivering superior customer service across all touchpoints.

Key Responsibilities

  • Develop and implement customer experience strategies that align with the company's vision and business goals.
  • Lead, coach, and motivate the customer experience and support teams to deliver exceptional service.
  • Monitor, analyze, and report on customer feedback, satisfaction metrics, and service performance.
  • Identify pain points in the customer journey and implement data-driven solutions to enhance satisfaction and loyalty.
  • Collaborate with cross-functional teams (Sales, Marketing, Operations, and Product) to ensure a seamless and consistent customer experience.
  • Establish and maintain service standards, ensuring continuous improvement and operational excellence.
  • Manage escalations effectively and ensure prompt resolution of complex customer issues.
  • Stay updated on industry best practices and emerging trends in customer experience management.
  • Qualifications
    Bachelor's degree in Business Administration, Marketing, or a related field (MBA is an advantage).
  • Proven experience in Customer Experience Management or a similar leadership role.
  • Strong understanding of customer satisfaction metrics, service delivery models, and experience design.
  • Excellent analytical, communication, and interpersonal skills.
  • Demonstrated leadership and team management capabilities.
  • Customer-focused mindset with a track record of improving service outcomes and loyalty.

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