Customer Experience Manager

5 days ago

Lagos, Lagos, Nigeria Tunel Comms Full time ₦3,000,000 per year

Job Announcement: Customer Experience Manager

Location: Lekki, Lagos

Employment Type: Full-Time

Salary Budget: N250,000

Role Overview:

The Customer Experience Manager will play a critical role in shaping and enhancing how customers interact with Finance digital banking products and services. Reporting to the Chief Operating Officer, the CEM will design, implement, and continuously improve customer engagement strategies, ensuring exceptional service delivery across all touchpoints.

Key Responsibilities:

Customer Engagement & Satisfaction:

Develop and oversee strategies to ensure outstanding customer journeys across digital and physical touchpoints.

Monitor and analyze customer feedback, complaints, and inquiries to identify opportunities for improvement.

Service Delivery Management:

Establish service-level standards and ensure operational teams meet or exceed them.

Collaborate with product, operations, and technology teams to resolve customer pain points quickly and effectively.

Customer Insights & Analytics:

Leverage data analytics and customer insights to anticipate needs and enhance product adoption.

Regularly report on customer experience metrics (NPS, CSAT, response times, churn).

Process Improvement:

Implement systems and processes to streamline customer support and ensure consistent, high-quality interactions.

Drive automation and digital-first approaches to improve efficiency without compromising customer intimacy.

Team Development & Leadership:

Lead and coach the customer experience/support team to deliver empathetic, professional, and timely assistance.

Foster a culture of customer-first thinking throughout the organization.

Compliance & Risk Management:

Ensure customer interactions align with regulatory and compliance requirements within the digital banking sector.

Safeguard customer trust by upholding privacy and security best practices.

Qualifications:

  • Bachelor's degree in Business Administration, Marketing, Communications, or related field.
  • 3+ years of experience in customer experience, service delivery, or related roles in banking, fintech, or digital services.
  • Strong understanding of digital banking platforms, customer service operations, and CX metrics.
  • Proven ability to analyze data and translate insights into actionable strategies.
  • Excellent communication, leadership, and interpersonal skills.
  • Passionate about delivering exceptional customer experiences and driving loyalty.

Send your CV to ** using the Job title as the subject on or before 17th October 2025.

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