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Customer Experience (CX) Optimization Specialist
About this role
FairMoney Microfinance Bank is looking for a Customer Experience Optimisation Specialist for Lagos, on a hybrid basis. The role sits in the CX team and focuses on CX reporting, automation, process optimisation, Freshworks administration and chatbot optimisation, working cross-functionally with Product and Engineering.
What you would do
- Own CX operational reporting and dashboards.
- Build automated reports using SQL, BigQuery and Tableau.
- Administer the Freshworks suite (Freshdesk, Freshchat, Freshcaller) including workflows, automations, bot flows, tags and reporting.
- Drive CX automation and process optimisation initiatives in collaboration with Product and Engineering to resolve customer pain points.
- Lead weekly CX governance meetings.
- Monitor CX KPIs/OKRs and identify improvement opportunities.
What they are asking for
- Bachelor's Degree in a relevant field.
- 3+ years’ experience in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement.
- Strong SQL and BigQuery experience.
- Strong Tableau dashboard development experience.
- Hands-on experience with Freshdesk/Freshchat/Freshcaller or other Freshworks products.
- Experience working with Product and Engineering teams and stakeholder management.
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