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Experience Lead at FairMoney, Lagos, Nigeria

We are looking for an Experience Lead to own the customer experience agenda. This role maps our journeys, sets the experience strategy, resolves the pain points customers keep raising, reviews the in-app experience, and standardises how customers are treated across the branch network.

Roles and Responsibilities

  • Proactive experience management: identifying friction and failure before customers report it.
  • Customer journey mapping across priority journeys, current state and target state.
  • Experience strategy and the prioritised experience improvement roadmap.
  • Resolution of the experience pain points affecting customers, driven with Product, Technology and Business Owners through to closure.
  • In-app experience reviews across new releases and existing flows.
  • Branch experience standardisation: standards, scorecards, assessments and consistency across locations.
  • Voice of Customer translated into named actions with owners and dates.
  • Monthly experience reviews with Business Owners, evidenced with specific customer cases.
  • The Customer Journey Experience Dashboard.
  • Management and development of the Experience Analyst.

Requirements

  • Strong background in customer journey mapping, experience design, and process improvement.
  • Proven ability to influence Product, Technology, and Business Owners without direct authority.
  • Strong CSAT, VOC, and customer insight analysis.
  • Comfortable with data and dashboards.
  • Branch or physical channel experience is an advantage.
  • Lean Six Sigma or service design is an advantage.

MEASURED ON

  • Priority journeys mapped and reviewed————————————————— 100% on cycle
  • Experience pain points with a named owner——————————————————— 100%
  • Pain points resolved within agreed timeline———————————————–90% or above
  • Reduction in repeat experience complaints————————————————10% quarterly
  • CSAT improvement on priority journeys——————————————————5% or above
  • CSAT actions closed before next cycle—————————————————–90% or above
  • Major releases with in-app experience review——————————————————-100%
  • Branches assessed against experience standards————————————100% on cycle
  • Branch experience compliance—————————————————————90% or above
  • Pain points recurring after closure—————————————————————–Below 5%
  • Monthly Business Owner reviews completed——————————————————–100%

Benefits

  • Private Health Insurance
  • Pension Plan
  • Paid Time Off
  • Work From Home
  • Training & Development

Recruitment Process

  • Screening call with a Senior Recruiter 30 minutes.
  • Technical + culture fit interview with Hiring Manager
  • Closing Interview with other Hiring Managers