Customer Experience Officer

About the Company

Media Trust Limited, the organization managing Daily Trust Newspaper, Trust TV, and other media titles, is seeking to hire a capable, self-driven, and results-oriented Customer Experience Officer based in Abuja.

Role Overview

The Customer Experience Officer will be responsible for designing, evaluating, and enhancing customer interactions across Media Trust Group's digital assets. The goal is to create an engaging, seamless, and valuable experience for all audiences.

Key Responsibilities

• Create and refine customer journey maps to enhance user experience.
• Enhance user onboarding processes.
• Gather and interpret customer feedback for actionable insights.
• Track and analyze satisfaction and engagement metrics.
• Identify and resolve pain points within the customer experience.
• Collaborate closely with Editorial, Product, and IT teams to improve service delivery.
• Manage audience engagement activities.
• Support growth initiatives for podcast audiences.
• Advocate for user experience improvements on digital platforms.
• Develop strategic communications targeted at customers.
• Compile and present monthly reports assessing customer experience.
• Conduct benchmarking exercises against best practices within the industry.

Qualifications and Skills

• Bachelor’s degree in a relevant discipline.
• At least seven years of professional experience in customer experience, digital product management, or audience engagement.
• Experience in media or digital businesses is advantageous.
• Expertise in customer journey mapping and CRM platforms.
• Proficiency with Google Analytics and analytical tools.
• Excellent communication capabilities.
• Strong analytical reasoning.
• Demonstrated ability to work collaboratively across departments.