Head of Customer Experience Job at Jumia Nigeria Lagos [Apply Here] - naijanewstv.com.ng - Naija News, Jobs, Universities, Scholarships

Sep 25, 2018

Head of Customer Experience Job at Jumia Nigeria Lagos [Apply Here]



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Head of Customer Experience Job at Jumia Nigeria Lagos

Before applying as a Head of Customer Experience at Jumia Nigeria Lagos, we will like to brief you on what this company deals on and also tell you the duties you are expected to execute when given the job.


Jumia is Africa's leading internet group, with already over 3,000 employees in more than 20 African countries and huge successes such as Jumia, Jumia Travel, Jumia Food, Jumia Deals, and Jumia Services.

Jumia Nigeria  is also led by top talented leaders offering a great mix of local and international talents and is backed by MTN, Millicom, Rocket Internet, Axa, Orange, Goldman Sachs & CdC.

Application Deadline: Not Specified

Job Title: Head of Customer Experience

Location: Lagos

Job Type: Full Time

Job Description
  • Here are the major things you are expected to carry out as a Head of Customer Experience, you will create a persistent focus on the customer in all key actions the company takes.
  • Drive the organisation to work together for optimum customer experience delivery.
  • Support leaders in their role in the customer experience transformation journey
  •  have a unique opportunity to help drive our efforts to improve customer satisfaction across the entire customer journey
  • This is a critical role as it directly correlates to continually improving the customer experience and as a result better customer loyalty and retention

READ ALSO: Medical Officer Job at Lifecrest Medical Services Limited Lagos [Apply Here]

In particular, you will:

  • Lead the accountability forums – when to meet and with whom to drive accountability.
  • Work with all department leaders to drive customer focus culture change.
  • Clarify a common approach and process for driving the work across the organization
  • Facilitate working together across the silos instead of separately within them.
  • Instil discipline of process change and change management in the organization.
  • Implement and drive new projects/pilots
  • Influence inter-departmental agreement on how to deliver greatest value to our customers:
  • Define what customers value to determine the differentiating experience to deliver.
  • Decide where to make investment decisions that will give the highest customer impact.
  • Design what the customer experience should be.
  • In partnership with leaders, drive accountability through cross-department data and metrics
  • Drive tracking and reporting mechanisms to get reliability in key interactions.
  • Establish metrics for defining the relationship with the customer
  • Define and monitor key performance indicators across the customer journey.
  • Proactively collect and analyse the Voice of the Customer (real-time, surveys, social media, interactive sessions etc.)
  • Create a unified platform for understanding and taking action with all key stakeholders within each department.



Major Skills Required& Qualifications

  • Applicant is expected to have the ability to think globally, strategically, and objectively to translate data into actionable insights, strategies, and financial and operating plans
  • Excellent communication skills with the ability to distill complex issues and detailed analysis into simple, structured frameworks with concrete action plans
  • You are technically proficient in SQL and BI tools like Tableau or Looker
  • Strong empathy for customers, a passion for customer insights and research rooted in placing the customer’s wants and needs first
  • Experienced in strategic analytics for CX, including an understanding of data sets such as tNPS/rNPS is strongly desired
  • Technical Master's Degree (e.g., Math, Statistics, Computer Science, Engineering, Physics); MBA from a top tier school preferred
  • 8+ years of experience in Tier 1/2 global management consulting firm, investment banking, private equity, or in strategy for a tech, consumer products/services, or healthcare company; experience with a rapidly scaling business is a plus

How to Apply for Head of Customer Experience Job at Jumia Nigeria Lagos

Kindly follow this link to apply: Head of Customer Experience Job at Jumia Nigeria Lagos

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