Customer Experience Lead

About the role

The Customer Experience Lead will drive end‑to‑end engagement, revenue protection and service quality across Husk’s interconnected mini‑grid portfolio, ensuring strong community integration and high collection efficiency.

Key responsibilities

• Lead onboarding of new households, MSMEs and commercial/industrial customers and manage complaint resolution with strict TAT standards.
• Achieve high collection efficiency, identify load‑growth opportunities, increase ARPU and reduce churn.
• Coordinate with Technical Operations to communicate outages, monitor site‑level SLA adherence and support tariff communication.
• Manage and develop Site CX Officers, implement KPIs at cluster level and conduct field audits.

Required profile

• Bachelor’s degree in engineering, business administration, social sciences or related field.
• 6–8 years experience in off‑grid/mini‑grid operations, including 3 years leading teams.
• Managed a customer base of at least 7,000 with KPIs such as retention, CLV and NPS.
• Fluent in Hausa and experienced in rural or underserved energy markets.

What we offer

• Flexible working conditions and a healthy work‑life balance.
• Clear career growth planning, transparent annual reviews and frequent training.
• Maternity and paternity leave, gender‑inclusive workplace policies and family health insurance.