Customer Insight and Experience Management Lead

About this role

A leadership role focused on collecting and using customer insights to improve experiences across BrandCo's ecommerce, contact centre and retail stores. The position requires guiding cross-functional teams to prioritise improvements that enhance loyalty and deliver measurable outcomes for customers in Nigeria, particularly for urban consumers in Lagos.

What you would do

• Develop and manage an enterprise Voice of Customer programme across multiple channels.
• Analyse customer feedback and related data to identify patterns and opportunities.
• Create and maintain end-to-end customer journey maps and prioritised improvement roadmaps.
• Lead root-cause analysis of recurring issues and translate insights into action plans.
• Govern and maintain customer experience standards across all touchpoints, including audits and gap closure.
• Manage data governance, oversee the insights team and support vendor relationships where applicable.

What they are asking for

• Bachelor’s degree or HND in a related field.
• Seven years of relevant experience in customer experience, insights, or market research.
• Experience leading projects or cross-functional teams for at least three years.
• Proficiency in survey design, data visualisation and key metrics such as CSAT, NPS, CES.
• Advanced skills in Microsoft Excel and presentation tools; experience with CRM, BI or analytics platforms.
• Experience in retail, ecommerce or omnichannel customer environments is preferred.

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