Customer Experience Lead

About this role

Studyin is recruiting for a Customer Experience Lead based in Lagos. The role focuses on turning feedback into CX improvements, collaborating with QA, Compliance, and Marketing, and supporting brand advocacy and referral efforts. It involves training frontline staff, managing satisfaction assessments and NPS, and mapping the end-to-end student and partner journeys. The position acts as the central point for student grievances and aims to ensure timely resolution within SLAs. The company provides free, independent guidance to international students applying to UK institutions.

What you would do

• Translate feedback and survey insights into CX process improvement projects.
• Collaborate with QA, Compliance and Marketing to support brand advocacy, testimonials, case studies, and referrals.
• Assist in training frontline personnel and administrative officers on customer service and conflict resolution.
• Design, deploy and manage automated student satisfaction assessments, post-consultation surveys, and NPS evaluations.
• Document and map the full end-to-end student journey across lifecycle stages.
• Document and map the full end-to-end journeys of customers including partners and staff.
• Serve as the central contact for student grievances, log and investigate root causes for timely resolution within SLAs.
• Design and deploy a system for grievance resolution tracking.
• Monitor key student touchpoints to ensure prompt communication and seamless handovers.
• Produce monthly CX reports and dashboards highlighting trends and recommended operational adjustments.

What they are asking for

• 2.1 or first-class degree in any discipline

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