Head – Customer Experience at MTN Nigeria | Nigeria

MTN Nigeria, Africa’s leading cellular telecommunications company and a pioneering force in the Nigerian market since 2001, is seeking a dynamic and visionary Head – Customer Experience. As part of the MTN Group, we are committed to delivering exceptional value and innovative solutions to millions of Nigerians. This role is pivotal in shaping and elevating the customer journey across all touchpoints, ensuring MTN Nigeria remains the preferred choice for telecommunication services.

Job Overview

The Head – Customer Experience will be responsible for developing and executing a comprehensive customer experience strategy that drives customer loyalty, satisfaction, and advocacy. This leader will champion a customer-centric culture throughout the organization, leveraging data and insights to identify opportunities for improvement and innovation.

Key Responsibilities

• Develop and implement a customer experience strategy aligned with MTN Nigeria’s business objectives.
• Lead initiatives to map, analyze, and optimize customer journeys across all channels.
• Establish and monitor key customer experience metrics (NPS, CSAT, CES) and drive performance improvements.
• Champion a customer-centric culture through training, communication, and cross-functional collaboration.
• Identify and leverage technology solutions to enhance customer interactions and service delivery.
• Manage customer feedback mechanisms and ensure timely resolution of escalations.
• Analyze market trends and competitor activities to inform customer experience strategies.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field; Master’s degree preferred.
• Proven track record of at least 8 years in customer experience management, preferably within the telecommunications or technology sector.
• Demonstrated experience in developing and executing successful customer experience strategies.
• Strong understanding of customer journey mapping, analytics, and insight generation.
• Excellent leadership, communication, and stakeholder management skills.
• Proficiency in customer experience management tools and technologies.

What We Offer

• Opportunity to lead customer experience for a market-leading telecommunications company.
• A dynamic and challenging work environment with significant growth potential.
• Competitive remuneration and benefits package.
• Access to continuous learning and development opportunities.
• The chance to make a tangible impact on the lives of millions of Nigerians.