Customer Experience Lead at Interswitch Group

Job Description

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Interswitch Group is a leading Africa focused digital payments and commerce company enabling seamless electronic transactions and value exchange between individuals, businesses, and institutions. The company is currently accepting applications for the role of Customer Experience Lead, a senior customer service position focused on delivering exceptional, consistent, and memorable customer experiences across all touchpoints.

This Customer Experience Lead job at Interswitch Group is ideal for professionals with strong customer service leadership experience and a passion for building customer centric support strategies.

About Interswitch Group

Interswitch designs and delivers innovative payment and transaction processing solutions that power Nigeria’s digital economy. The company is known for its people focused culture and offers competitive compensation, learning and development opportunities, flexible work arrangements, spousal and child education support, free lunch, car grants, and a money savings scheme.

Job Overview

The Customer Experience Lead will design, implement, and continuously improve customer service strategies to increase satisfaction, loyalty, and retention while ensuring operational efficiency and regulatory compliance.

Key Responsibilities

Support Strategy and Journey Optimization

• Develop and execute customer support strategies that improve satisfaction and streamline operations
• Design, map, and continuously refine end to end customer support journeys from onboarding and activation to issue resolution and retention
• Drive automation initiatives including agentic solutions and robotic process automation
• Oversee rollout of new support initiatives and process enhancements

Customer Complaint Resolution and Case Management

• Handle customer complaints and provide timely solutions within service level agreements
• Investigate product or service issues, identify root causes, and recommend appropriate solutions
• Follow up with customers through email, customer portals, social media, and other non voice channels
• Escalate complex issues to level two support when required

Customer Interaction and Communication Standards

• Understand customer requests and provide accurate and complete information using appropriate tools
• Follow communication guidelines and customer focused metrics to achieve positive outcomes

Performance Monitoring and Continuous Improvement

• Monitor customer satisfaction and service performance KPIs
• Analyze customer feedback, market trends, and operational data to identify improvement opportunities
• Translate customer needs into actionable process enhancements

Collaboration

• Work closely with IT, customer support, and marketing teams to improve service delivery
• Act as the voice of the customer within the organization

Regulatory Compliance and Service Quality

• Ensure all customer support processes comply with NCC guidelines and industry best practices
• Maintain high service quality standards

Qualifications and Requirements

Candidates for the Customer Experience Lead job at Interswitch Group should have:

• Bachelor’s degree or HND in a relevant discipline
• Proven experience in customer service or customer experience management
• Strong knowledge of customer support operations and service design
• Excellent communication and interpersonal skills
• Ability to analyze data and drive process improvements
• Experience working in regulated environments is an advantage

Job Details

• Employment Type: Full time
• Location: Lagos, Nigeria
• Category: Customer Care

Apply today and become part of a team shaping world class digital payment experiences across Africa.