Head - Customer Experience

Mission:

To develop and lead the Customer Experience strategy across the organization, ensuring the delivery of seamless, consistent, and exceptional customer experiences across all customer touchpoints. The role is responsible for driving customer satisfaction, loyalty, retention, and advocacy through customer-centric initiatives, service excellence, process optimization, digital transformation, and continuous improvement.
The Head, Customer Experience serves as the voice of the customer within the organization and ensures that customer insights inform strategic and operational decision-making.

Education:

• Bachelor’s degree in Business Administration, Marketing, Social Sciences, or a related discipline.

• A Master's degree or a relevant professional certification (e.g. CCXP, CIM, ITIL Service Desk/CX) will be an advantage.

Experience:

• A minimum of 10 to 15 years’ total experience in a similar position with at least 3 years in leadership/managerial role; candidate should have at least 5 years in customer experience, client relationship management, contact centre or complaints management

• Experience in Fintech or Banking is preferred 

• Strong ability to translate business needs into operational CX requirements.

• Good understanding of the financial services regulatory environment and regulatory policies

• Working knowledge of relevant CBN regulations and the wider business environment.

Functional Knowledge: 

• Strongly customer-service oriented with a data-driven, insight-led approach.

• Proven leadership experience with strong people-management and coaching skills.

• Ability to identify and maximise service and sales opportunities.

• Strong problem-solving and analytical skills and a customer-first mindset.

• Excellent interpersonal and stakeholder-management skills.

• Excellent command of English, written and spoken.

• Computer literate with proficiency in CX/analytics and CRM platforms.

• Able to work effectively under pressure and self-motivated.

• Ability to work independently and manage multiple client requests efficiently.

We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization.

At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be - it is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals. 

We are delighted that you consider us your career partner to make a mark in the world. We wish you a rewarding career.

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Obsessions: How We Do It

The behaviors that keep our culture strong and safe.

1. Light It Up!

Always Do This:

🔹 Bring all your heart and all your smarts to us.

Never Do This:

❌ Never doubt your value here or let anyone else do it. And never do it to anyone yourself.

2. Raise Your Hand. Speak Your Mind.

Always Do This:

🔹 Respectfully but firmly challenge any threat to what we stand for.

Never Do This:

❌ Never hesitate to tell the truth as you see it, to whoever you have to tell. And never cause others to fear telling you.

3. Collaborate. Don’t Isolate.

Always Do This:

🔹 Share what you know and respect what others can teach you.

Never Do This:

❌ Never think that you are great unless you help make others great too.

4. Things Always Get Better Here.

Always Do This:

🔹 Take your own steps forward to improve and strengthen us.

Never Do This:

❌ Never believe or cause others to believe that "not now" means "not ever."

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Then, join MTN Nigeria!

Welcome to our Y’ello Family, where our people are our most critical competitive assets.

If you are passionate about working for a brand that believes in YOU, invests in YOU, and delivers the best value to those we serve, then THIS is the place.

Our Employee Value Proposition enables you to:

🟡 Work with meaning

🟡 Connect to develop

🟡 Thrive in positivity

🟡 Grow with purpose

Live inspired.

It’s a great place to work! Take that bold step and apply today!

*Eligible Females and People with Disabilities are encouraged to apply.

*MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications. 

*MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever.

For whistle blowing and reporting fraudulent recruitment activities, contact us via [email protected]

By applying for this job, I am confirming that I have completed the job application privacy notice on MTN Nigeria job site (https://www.mtn.ng/career/).