𝗛𝗲𝗮𝗱, 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲

𝗛𝗲𝗮𝗱, 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 at Fortis Mobile Money LTD

Location: Abuja, Nigeria

Reports to: Lead, Product & Growth Execution

Role Purpose

The Head, Customer Experience (CX) will lead Fortis Mobile Money’s end-to-end customer experience strategy, ensuring consistent, compliant, and high-quality service across all products, channels, and customer segments. The role drives customer trust, adoption, retention, and regulatory confidence while embedding customer-centricity into Fortis’ product-led transformation.

Key Responsibilities

- Define and execute Fortis’ Customer Experience strategy and governance framework.

- Design and optimise customer journeys across agents, merchants, MFIs, subscribers, and digital platforms.

- Lead contact centre and service operations, ensuring strong SLA performance and resolution standards.

- Own CX metrics (NPS, CSAT, resolution time, repeat complaints) and translate insights into business actions.

- Represent the customer in product design, rollout, and transformation initiatives.

- Ensure compliance with CBN and consumer protection regulations.

- Build and lead a high-performing CX team and service culture.

Key KPIs

- NPS, CSAT, First Contact Resolution

- Complaint Resolution Time & Repeat Complaints

- Customer Retention and Churn

- Regulatory Complaint Metrics

- CX impact on transaction growth and adoption

Requirements

- 4–7 years’ experience in CX or service operations within fintech or financial services.

- Proven leadership in CX/service operations at scale.

- Strong knowledge of mobile money, payments, and digital financial services.

- Fluency in Hausa, English, and Yoruba.

- Strong stakeholder management and data-driven decision skills.

- Bachelor’s degree required; relevant postgraduate or professional certification is an advantage.

How to apply

Qualified candidates should send their CV to hr@fortismobilemoney.com