4 дня назад
Experience Lead
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Experience Lead (Customer Experience): Owning customer journey mapping, experience strategy, and improvement roadmaps for a mobile banking and POS platform with an accent on resolving customer pain points, reviewing in-app flows, and standardizing branch experiences. Focus on translating Voice of Customer insights into tracked actions, improving CSAT, and coordinating Product, Technology, and Business Owners through to closure.
Location: Lagos, Nigeria; hybrid workplace
Company
is a mobile banking and fintech company building credit, banking, and POS solutions for emerging markets, primarily in Nigeria.
What you will do
- Own the customer experience agenda, including proactive identification of friction and failure points.
- Map current- and target-state customer journeys and maintain the prioritized experience improvement roadmap.
- Drive resolution of customer pain points with Product, Technology, and Business Owners through to closure.
- Review in-app experiences across new releases and existing customer flows.
- Standardize branch experiences through standards, scorecards, assessments, and compliance reviews.
- Translate Voice of Customer insights into assigned actions and manage monthly reviews with Business Owners.
Requirements
- Strong experience in customer journey mapping, experience design, and process improvement.
- Ability to influence Product, Technology, and Business Owners without direct authority.
- Strong CSAT, Voice of Customer, and customer insight analysis skills.
- Comfort working with data and dashboards.
- Branch or physical-channel experience is advantageous.
- Lean Six Sigma or service design experience is advantageous.
Culture & Benefits
- Hybrid work environment with work-from-home support.
- Private health insurance and a pension plan.
- Paid time off.
- Training and development opportunities.
- Multicultural workforce representing more than 27 nationalities.
Hiring process
- 30-minute screening call with a Senior Recruiter.
- Technical and culture-fit interview with the Hiring Manager.
- Closing interview with other Hiring Managers.
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