Overview
Customer Experience (CX) Lead Jobs in Lagos, Lagos State, Nigeria at Strivolabs
Title: Customer Experience (CX) Lead
Company: Strivolabs
Location: Lagos, Lagos State, Nigeria
We are seeking an experienced Customer Experience (CX) Lead to own and elevate end-to-end customer experience across our digital financial products and services. This role is critical to driving customer satisfaction, retention, trust, and long-term value in a highly regulated fintech environment.
Role Overview
The Customer Experience Lead will design, implement, and continuously improve customer journeys across onboarding, transactions, support, and lifecycle engagement. You will work cross-functionally with Product, Engineering, Compliance, Operations, and Growth teams to ensure every customer interaction is seamless, compliant, and aligned with business goals.
Key Responsibilities
Own the end-to-end customer experience strategy across all touchpoints
Design and optimize customer journeys for fintech products and services
Lead customer support and experience teams to deliver high-quality service
Define and track CX KPIs including NPS, CSAT, churn, resolution time, and retention
Partner with Product and Engineering to translate customer feedback into product improvements
Ensure customer experience processes comply with financial regulations and internal controls
Implement customer feedback loops, surveys, and voice-of-customer programs
Handle escalations and resolve complex customer issues professionally and efficiently
Drive process automation and efficiency across customer support operations
Develop CX playbooks, training materials, and service standards
Required Experience & Skills
5–8+ years of experience in customer experience, customer success, or operations
Mandatory experience in fintech or financial services (banking, payments, lending, digital finance)
Strong understanding of regulated environments (KYC, AML, consumer protection)
Proven experience managing CX or support teams
Strong analytical skills with ability to interpret customer and operational data
Excellent communication, stakeholder management, and problem-solving skills
Ability to balance customer advocacy with business and compliance requirements
Bachelor’s degree in Business, Finance, Communications, or related field
Nice to Have
Experience working with digital banking, payments, lending, or investment products
Familiarity with CRM, ticketing, and CX tools (Zendesk, Freshdesk, Intercom, HubSpot, etc.)
Experience scaling CX operations in a fast-growing fintech
Certifications in customer experience or service management
What We Offer
Leadership role with direct impact on customer trust and retention
Opportunity to shape customer experience strategy in a growing fintech
Collaborative, fast-paced, and impact-driven work environment
How to Apply
Send your CV and relevant fintech or financial services experience to [email protected]
Subject title: Customer Experience (CX) Lead