Experience Lead
FairMoney · Lagos
Job description
About the role
FairMoney is seeking an Experience Lead to own the customer experience agenda, mapping journeys, setting strategy, and resolving pain points across digital and branch channels.
Key responsibilities
- Proactively identify and address friction before customers report it.
- Map current and target state customer journeys for priority flows.
- Develop and maintain an experience improvement roadmap and dashboard.
- Lead resolution of experience pain points with product, technology and business owners.
- Standardise branch experience through standards, scorecards and assessments.
Required profile
- Strong background in customer journey mapping, experience design and process improvement.
- Proven ability to influence cross‑functional owners without direct authority.
- Experience analysing CSAT, VOC and customer insights with data dashboards.
Required skills
- Lean Six Sigma
- Service design
What we offer
- Private health insurance
- Pension plan
- Paid time off and work‑from‑home flexibility
- Training and development opportunities
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Published 10 hours ago
Expires 1 month from now
7 views · 0 interested
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FairMoney
Lagos