Head of Customer Experience and Activation at Hempawa Consult

About the Role

We are hiring a Head of Customer Experience & Activation for a leading FinTech company that is transforming financial inclusion in Nigeria and across Africa. This is an in-person, mid-level management position based in Abuja, designed for a high performer who can own the customer journey end-to-end, turn feedback into strategy, and deliver excellence at every touchpoint.

Key Responsibilities

• Own the Customer Journey: Design and optimize experiences across onboarding, support, and retention
• Lead Activation: Drive adoption and engagement of products through targeted strategies
• Champion Excellence: Build and implement customer-first service standards and feedback loops
• Data-Driven Insights: Translate customer data into actionable strategies to boost satisfaction and loyalty
• Inspire Teams: Lead, coach, and develop a high-performing customer success and activation unit

Required Qualifications

• 5+ years of proven experience in customer experience, service management, or related leadership roles in fintech, tech, telecoms, or financial services
• Customer-centric mindset with a passion for delivering value and exceeding customer expectations
• Strong ability to design and execute activation strategies that convert and retain users
• Experience leading teams and scaling customer-focused functions

What We Offer

• Impact: Shape the customer experience of a fintech changing lives across Nigeria and Africa
• Career Growth: Mid-level position with a clear executive advancement path
• Dynamic Culture: Join a team that rewards performance and innovation
• Competitive Compensation: Salary range ₦200,000 – ₦300,000/month plus performance-based incentives

Location

Abuja, Nigeria (In-person)