MoMo Payment Service Bank (PSB), a subsidiary of MTN Nigeria, is a leading digital financial services provider committed to promoting financial inclusion across Nigeria. The bank offers secure, innovative, and accessible payment solutions that empower individuals and businesses while delivering exceptional customer experiences through technology-driven banking services.
Job Title
Head, Customer Experience
Company
MoMo Payment Service Bank (PSB)
Location
Victoria Island, Lagos, Nigeria
Reports To
Head, Banking Operations
Application Closing Date
Not Specified
Job Summary
MoMo Payment Service Bank is seeking an experienced Head, Customer Experience to develop and lead the bank’s customer experience strategy. The successful candidate will be responsible for delivering seamless, consistent, and exceptional customer experiences across all touchpoints while driving customer satisfaction, loyalty, retention, and advocacy.
The role serves as the voice of the customer within the organisation, ensuring customer insights influence strategic and operational decision-making.
Key Responsibilities
- Develop and implement the bank’s enterprise-wide customer experience strategy aligned with business objectives.
- Identify opportunities to improve operational efficiency and enhance customer experiences.
- Ensure contact centre operations comply with relevant laws, regulations, data privacy requirements, and consumer protection policies.
- Promote a customer-centric culture across the organisation.
- Identify and resolve customer pain points to improve service delivery.
- Drive initiatives that enhance customer satisfaction, loyalty, and customer retention.
- Promote the adoption of digital channels and technology to improve customer convenience.
- Ensure branch and service delivery operations comply with Central Bank of Nigeria (CBN) regulations and internal policies.
- Ensure customer information is handled securely in compliance with the Nigeria Data Protection Regulation (NDPR).
- Monitor customer experience performance using key metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).
- Collect, analyse, and interpret customer feedback and service performance data to support continuous improvement.
- Establish customer experience reporting frameworks, dashboards, and executive reports aligned with CBN reporting requirements.
- Collaborate with Product, Technology, Operations, Commercial, Risk, and Compliance teams to improve customer journeys and digital experiences.
- Champion innovation, self-service initiatives, and digital transformation projects.
- Lead, mentor, and develop a high-performing customer experience team while fostering accountability, collaboration, and continuous improvement.
Requirements
Education
- Bachelor’s degree in Business Administration, Marketing, Social Sciences, or a related discipline.
- A Master’s degree or relevant professional certification such as CCXP, CIM, or ITIL Service Desk/CX will be an added advantage.
Experience
- Minimum of 10–15 years of relevant experience in customer experience or related roles.
- At least 3 years in a leadership or managerial position.
- Minimum of 5 years’ experience in customer experience, client relationship management, contact centre management, or complaints management.
- Experience within the banking or fintech industry is preferred.
- Strong ability to translate business needs into customer experience requirements.
- Good understanding of Nigeria’s financial services regulatory environment.
- Working knowledge of relevant Central Bank of Nigeria regulations.
Required Skills
- Strong customer-service orientation with a data-driven approach.
- Excellent leadership and people management skills.
- Strong coaching and team development abilities.
- Ability to identify service improvement and sales opportunities.
- Excellent analytical and problem-solving skills.
- Strong stakeholder management and interpersonal skills.
- Excellent written and spoken English communication skills.
- Proficiency in CRM systems, customer experience platforms, and analytics tools.
- Ability to work effectively under pressure.
- Self-motivated with strong organisational and multitasking skills.
Why Join MTN Nigeria?
MTN Nigeria is a purpose-driven organisation committed to creating an inclusive workplace where employees can thrive, innovate, and reach their full potential. The company values collaboration, integrity, customer focus, leadership, innovation, and continuous improvement while providing rewarding career opportunities for talented professionals.
If you are passionate about delivering world-class customer experiences and want to help build Nigeria’s digital future, this opportunity is for you.
How to Apply
Interested and qualified candidates should apply online through the official application portal below: