Head, Customer Experience (CX)
- Fortis Mobile Money is seeking an experienced Head, Customer Experience to lead and institutionalise end-to-end customer experience across our products, channels, and customer segments. This role is strategic to our transformation into a product-led, customer-centric financial services institution.
Key Focus Areas
- Define and execute Fortis’ CX strategy and governance framework
- Optimise customer journeys across agents, merchants, MFIs, subscribers, and digital platforms
- Oversee contact centre and service operations, SLAs, and resolution standards
- Drive customer insights, CX metrics (NPS, CSAT, CES), and feedback loops
- Act as the voice of the customer in product design and transformation initiatives
- Ensure compliance with CBN and consumer protection regulations
- Build and lead a high-performing CX team
Requirements
- 4–7 years’ experience in Customer Experience or Service Operations within fintech, financial services, telecoms, or payments
- Proven experience leading CX at scale in regulated environments
- Strong understanding of mobile money, payments, and agent networks
- Excellent leadership, analytical, and stakeholder management skills
Method of Application
Qualified candidates should send their CVs to hr@fortismobilemoney.com with the subject line: Head, Customer Experience.