Head of Customer Experience and Activation

We are hiring a Head of Customer Experience & Activation for a leading FinTech company that is transforming financial inclusion in Nigeria and across Africa. This is an in-person, mid-level management role based in Abuja, designed for a high performer who can own the customer journey end-to-end, turn feedback into strategy, and deliver excellence at every touchpoint.

As Head of Customer Experience & Activation, you will:

• Own the Customer Journey: Design and optimize experiences across onboarding, support, and retention.
• Lead Activation: Drive adoption and engagement of products through targeted strategies.
• Champion Excellence: Build and implement customer-first service standards and feedback loops.
• Data-Driven Insights: Translate customer data into actionable strategies to boost satisfaction and loyalty.
• Inspire Teams: Lead, coach, and develop a high-performing customer success and activation unit.

• Proven Experience: 5+ years in customer experience, service management, or related leadership roles in fintech, tech, telecoms, or financial services.
• Bachelor’s degree in Business Administration, Marketing, Communications, or any related field.
• Minimum of 3–5 years of experience in customer experience, client relations, or customer success management.
• Experience in fintech, or other service-oriented or tech-driven industries is an added advantage.
• Certification in Customer Relationship Management (CRM), Service Excellence, or Customer Success is desirable.

• Customer-Centric Mindset: Passionate about delivering value and exceeding customer expectations.
• Activator & Strategist: Strong ability to design and execute activation strategies that convert and retain users.
• Leader & Builder: Experience leading teams and scaling customer-focused functions.

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Why This Role Stands Out
• Impact: Shape the customer experience of a fintech changing lives across Nigeria and Africa.
• Career Growth: Mid-level today, executive path tomorrow.
• Dynamic Culture: Join a team that rewards performance and innovation.
• Competitive Rewards: Salary range ₦200,000 – ₦250,000/month plus performance-based incentives.

Mondays - Fridays 8:30am - 5:30pm