Head of Customer Experience in a Leading Telecommunications (ISP) Organization

Job Title: Head of Customer Experience

Location: Ikeja, Lagos
Employment Type: Full-time
Reports To: COO / CEO

Job Summary

• A leading telecommunications (ISP) organization is seeking an experienced Head of Customer Experience to lead its CX function.
• The role will drive customer satisfaction, service quality, and operational excellence across all customer touchpoints, ensuring a seamless and customer-centric experience.

Key Responsibilities

• Define and track CX KPIs (CSAT, NPS, resolution time, SLA compliance).
• Oversee end-to-end customer service operations across all channels (call centre, digital, field support, etc.).
• Use customer data and CRM tools to identify trends and improve service delivery.
• Lead and develop high-performing customer support teams.
• Manage escalations and collaborate with internal teams to resolve customer issues.
• Report CX performance and insights to senior management.
• Ensure compliance with regulatory and service standards.
• Develop and execute customer experience strategies aligned with business goals.

Requirements

• At least 5 years in a senior customer service leadership role.
• Strong knowledge of CRM systems and contact centre operations.
• Minimum 8 years’ experience in telecommunications (ISP) industry.
• Bachelor’s degree in a relevant field (MBA is an advantage).
• Proven experience managing teams of 20+ staff.

Core Skills:

• Strategic and analytical thinking
• Customer-centric leadership
• Communication and conflict resolution
• People management
• Process improvement.