Customer Experience Leader Job at Oconsulting Limited

Oconsulting Limited, an independent HR consulting firm, is recruiting to fill the position below:

Job Position: Customer Experience Leader

Job Location: Yaba, Lagos
Employment Type: Full-time
Work Mode: Hybrid (One day Onsite)

Job Summary

• We’re looking for a Customer Experience (CX) Leader to drive seamless user experiences, ensure operational excellence, and help us scale with insight-driven strategies in high-traffic mobility corridors.

What You’ll Do

• Lead daily CX operations, from moderated onboarding (via WhatsApp groups) to post-ride surveys that improve KYC and retention.
• Analyse user data to identify pain points (e.g., surge pricing frustrations) and recommend solutions like dynamic pricing tweaks.
• Manage and coach the CX team, reviewing weekly KPIs (e.g., 85% query resolution rate) and mitigating risks such as delays or safety concerns.
• Compile reports on metrics like CAC, LTV, and churn for investor updates and growth strategy planning.
• Foster trust with our riders and drivers, leveraging cultural insight (including Pidgin communication when needed).

Requirements
What we're looking for:

• 5+ years of experience in CX leadership, ideally in mobility, ride-hailing, or fast-paced tech startups.
• Proven success in customer retention and user growth strategies.
• Strong analytical skills with hands-on experience in A/B testing and trend analysis.
• A people-focused leader with experience managing cross-functional teams.
• Proficiency in CX tools (Salesforce, HubSpot, or similar), with the ability to quickly adapt to Zoho CRM Plus for dashboard and automation setup.

Salary
Open.