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Customer Experience Lead
About this role
Studyin, a UK-owned education agency, is seeking a Customer Experience Lead in Victoria Island, Lagos. The role focuses on mapping and improving the end-to-end student and partner journeys, monitoring key touchpoints, and driving CX improvements across counseling, applications, and administrative processes. It involves developing satisfaction surveys and NPS, analysing feedback, and translating insights into process enhancements. The position will act as a central point for student grievances and collaborate with QA, Compliance, and Marketing to support brand advocacy and referral programmes. Training frontline staff on customer service and conflict resolution is also part of the remit.
What you would do
- Document and evaluate end-to-end student journey across lifecycle stages (lead generation, counseling, application, visa guidance, pre-departure).
- Document and evaluate journeys for partners and stakeholders across lifecycle stages.
- Monitor student touchpoints to ensure prompt communication and seamless handovers between departments.
- Design and manage automated student satisfaction assessments and NPS evaluations.
- Aggregate and analyse feedback data to produce monthly CX reports and dashboards with trends and recommendations.
- Serve as central contact for student grievances, logging and investigating root causes to resolve within SLAs.
- Translate feedback into CX process improvement projects, including call centre and workflow refinements.
- Collaborate with QA, Compliance, and Marketing to support brand advocacy, testimonials, and referral programmes.
- Assist in training frontline personnel and administrative officers on customer service and conflict resolution.
- Prepare and implement systems for complaint handling and escalation.
What they are asking for
- Minimum 2:1 or First-class degree in any discipline
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