• Application Deadline:
• Position: Head of Customer Experience



• Job Type Full Time



• Qualification BA/BSc/HND , MBA/MSc/MA



• Experience 8 years



• Location Lagos




• Job Field Customer Care, Success and Service 
  
  

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.