Customer Experience Manager

Responsibilities:

• Develop and implement a comprehensive customer experience strategy aligned with the company's vision and goals.
• Identify customer touchpoints, conduct regular journey mapping, and optimize them to enhance the overall journey.
• Set key performance indicators (KPIs) to measure and track customer satisfaction, retention, and engagement.
• Gather, monitor, analyze, and act on customer feedback through surveys, focus groups, and reviews.
• Send daily personalized and reminder emails to clients, ensuring timely communication of essential information.
• Maintain a structured schedule for follow-ups, ensuring no important deadlines are missed and all client issues or queries are resolved.
• Managing customer feedback and providing insights to help improve service quality.
• Ensuring clients receive excellent service by actively anticipating their needs and offering solutions.
• Maintain accurate records of client communications.
• Act as a point of contact for clients and client-related issues, ensuring queries are responded to promptly and professionally.
• Utilize analytics tools to track customer behavior, identify pain points, and generate actionable insights for improvement.
• Lead and mentor the customer experience team, providing training on customer-centric practices and communication.
• Collaborate with product, operations, and technology teams to address customer pain points and simplify processes.
• Oversee customer inquiries and complaints to ensure timely and satisfactory resolution.
• Oversee escalated cases with professionalism and empathy, ensuring long-term solutions.
• Monitor service level agreements (SLAs) and response times to ensure high-quality interactions across all channels.
• Drive initiatives to simplify processes, reduce friction, and enhance user experience.
• Ensure compliance with regulatory and operational standards in all customer interactions.
• Design loyalty programs and strategies to increase customer retention and advocacy.
• Develop and execute communication strategies to keep customers informed about new products, features, and updates.
• Develop and maintain customer satisfaction tracking and metrics, preparing regular reports on performance and recommendations for leadership.

Requirements:

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Proven experience of 5+ years in customer experience management, preferably in fintech or digital banking sectors.
• Strong knowledge of payments, remittances, or digital banking processes.
• Experience in customer journey mapping, feedback analysis, and CRM systems.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple tasks in a fast-paced, dynamic environment.
• Strong problem-solving skills with a customer-first mindset.
• Familiarity with industry regulations and compliance standards is a plus.
• Must reside within Lekki and its environs.