Customer Experience Officer

Role overview

This is a full-time remote position in Nigeria for a Customer Experience Officer focused on service excellence within a banking environment. The role is centered on reviewing every stage of the customer journey, spotting service shortfalls, and helping teams maintain consistently high standards across the organisation.

What you will do

• Run customer satisfaction checks for both internal and external audiences, then interpret the findings to identify service delivery gaps.
• Translate survey and performance insights into practical training content, including curricula and presentation slides, for frontline teams such as operators and marketers.
• Study proven customer service methods and introduce best-practice initiatives that strengthen service quality over time.
• Work with stakeholders to address recurring service issues and support awareness campaigns that explain service measurement objectives to staff across branches and departments.
• Carry out branch-level quality audits and spot checks to verify that service standards are being followed consistently.
• Examine mystery shopping outputs, including reports, video feedback, and recommendations, to isolate areas that need improvement.
• Design and implement customer experience initiatives that close service gaps and improve satisfaction outcomes.
• Prepare service audit reports on time and track the execution of recommendations, implementation steps, and resulting outcomes.
• Partner with the Business Process Re-engineering team to review, refine, and document service improvement processes.
• Coordinate with relevant teams and individuals on service gaps, improvement actions, and any related reward or sanction considerations.

What we are looking for

• A bachelor’s degree in any discipline.
• Strong analytical and problem-solving ability to identify trends and patterns in customer data.
• Excellent spoken and written communication skills, with the confidence to work across different stakeholder groups.
• Solid interpersonal skills and the ability to collaborate effectively.
• Working knowledge of Microsoft Office tools.
• Strong commitment to customer service and continuous improvement.
• Ability to write clearly, accurately, and concisely.
• Familiarity with basic banking products and services is an advantage.

Benefits

• Competitive compensation with benefits.
• Healthcare coverage.
• Parental leave.
• Year-end bonus.
• Opportunities for professional development.
• A dynamic work environment.
• Company events.
• Leave allowance.

Additional information

This role is described as being based in Lagos, and the employment setup is remote. It is intended for a full-time hire. The source content also included non-role site material and related links, which have been omitted here.