Head, Customer Experience (CX)

About the Role

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 Responsibilities

• 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

Required Qualifications

• 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

Location

Abuja, Nigeria