Channel Experience Lead at British Council

The British Council is the UK’s international organisation for cultural relations and educational opportunities. It creates opportunities for people in the UK and other countries to build connections, develop knowledge and understanding, and foster trust.

The British Council works across more than 100 countries in areas including arts and culture, English language, education and civil society. Founded in 1934, it is a UK charity governed by Royal Charter and a UK public body.

Job Details

• Company: British Council
• Job Title: Channel Experience Lead
• Job ID: 49193
• Location: Nigeria
• Contract Type: Indefinite Contract
• Working Model: Hybrid
• Pay Band: 7

Role Summary

The British Council is seeking a Channel Experience Lead to shape and enhance customer journeys across web, chat, email and voice channels.

The successful candidate will be responsible for designing, optimising and maintaining high-quality customer interaction channels across Customer Sales and Service. The role will focus on creating customer-centred experiences that are easy to navigate, efficient and consistent, while using customer insight, data analysis and usability principles to identify opportunities for improvement.

The Channel Experience Lead will work closely with Digital, Operations, Knowledge Management, Product and Marketing teams to evaluate and improve end-to-end customer journeys across digital and assisted-service environments.

Responsibilities

• Drive the design, optimisation and governance of customer interaction channels across Customer Sales and Service.
• Ensure customer experiences across web, chat, email and voice channels are intuitive, effective, accessible and consistent.
• Evaluate and enhance end-to-end customer journeys across digital and assisted-service environments.
• Identify friction points and analyse customer interactions to improve usability and reduce customer effort.
• Develop solutions that create seamless experiences across customer touchpoints.
• Use customer feedback, behavioural insights and performance data to drive continuous improvements.
• Work with Digital and Product teams to support new features, enhancements and platform deployments.
• Ensure channel capabilities align with customer and business needs.
• Collaborate with Knowledge Management and Operations teams to maintain consistent and effective content, workflows, service standards and customer journeys.
• Maintain channel design standards, templates and best-practice frameworks.
• Support channel readiness for new services, updates and incident response activities.
• Help ensure customer-facing platforms remain reliable and effective.
• Identify opportunities to increase automation and self-service capabilities.
• Support customers in resolving queries efficiently while reducing unnecessary contact volumes.
• Monitor and report on channel performance, customer experience metrics, satisfaction scores and key performance indicators.
• Use performance insights to inform decision-making and prioritise improvement initiatives.
• Evaluate how content, systems, routing processes and service design influence customer outcomes.
• Collaborate with internal stakeholders and external partners to drive continuous improvement.
• Champion customer experience best practices and contribute to channel strategy, innovation and digital transformation initiatives.
• Help deliver a connected and consistent customer experience across multiple markets and platforms.

Requirements

Essential

• Experience improving digital or assisted-service customer channels, including web, chat, email and voice.
• Understanding of customer journey design, usability and service experience principles.
• Experience collaborating with cross-functional teams on channel or product improvements.
• Ability to interpret analytics, customer feedback and performance data to inform decisions.
• Written and verbal proficiency in English.

Desirable

• Experience with UX research, usability testing or interaction design.
• Exposure to CRM, telephony, chat platforms or knowledge management tools.

Additional Information

• Contract Type: Indefinite Contract.
• Working Model: Hybrid.
• The British Council supports hybrid working arrangements, subject to full approval by line management and the organisation’s ability to provide the appropriate level of service. This may not be appropriate for all roles and can be explored at interview.
• Applicants must have the legal right to work in Nigeria.
• Visa sponsorship and relocation assistance are not provided.

Salary

• This role is aligned to Pay Band 7.
• Salary will be determined in accordance with the applicable Pay Band 7 salary range for the country in which the successful candidate is employed.
• Country-specific salary details will be provided as part of the recruitment process.

How to Apply

Interested and qualified candidates should apply online through the British Council careers portal:

Click here to apply online

Application Closing Date

6th October, 2026.