Head of Customer Experience

There are 2 billion adults worldwide who don’t have a bank account. That’s close to 40% of the world’s adult population. 350 million of them live in Sub-Saharan Africa. They are hardworking, young, connected adults that lack access to the traditional banking system. Fido is changing that. We are empowering individuals and entrepreneurs to take advantage of opportunities in Africa.

The latest innovation from Fido called Fido Score will shift power back to the people by empowering them to build and maintain a digital financial track record.

We build consumer products powered by a magical cocktail of real-time mission-critical machine-learning models, behavioural psychology, and financial engineering. We promote meritocracy, act quickly, commit, and worship data.

Ready for your next career move?

Are you sharp, motivated, and purpose-driven? We are looking for you.

Join us in our mission to make financial services accessible in Africa.

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As the Head of Customer Experience, you will play a vital role in a fast-paced, data-driven, and technology-oriented environment that delivers globally competitive financial technology products. You'll provide leadership and direction to your team, focusing on shaping and optimizing end-to-end client experiences and customer journeys. Your primary responsibility is to strategize, plan, and execute initiatives that enhance our customers' experience while fostering alignment and collaboration with various department heads. You will lead efforts to ensure an exceptional, smooth, and user-centric experience across all customer touchpoints.

• Cross-Functional Collaboration: Collaborate with product, technology, and other operational departments to ensure a unified customer experience. By liaising with other department heads, you will align and synchronize efforts towards delivering seamless customer experiences.
• Customer Experience Strategies: Research, develop and execute product & process improvement strategies to ensure optimal and efficient end-to-end service delivery.
• Monitoring and Evaluation: Utilize technological tools and systems to monitor, analyze, and enhance customer interactions and touchpoints. And lead remedial actions when expected KPIs are not being met.
• Data-Driven Decison Making: Analyze customer data and feedback to identify trends and areas for improvement. And translate data insights into actionable strategies and initiatives.
• Innovation and Technology Alignment: Stay up-to-date with the latest industry trends and technological advancements that drive innovations that enhance customer experiences.

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• A hands-on professional with proven managerial experience in customer support and customer experience in a technology-driven company. You must be passionate about customer experiences and technology-inspired innovation.
• Tech-savvy with experience working closely with product and tech teams in a startup environment.
• Working knowledge of  CRM and Ticketing systems
• Strong leadership and team management skills, with the ability to inspire and develop high-performing teams, while working with cross-cultural teams.
• Must be able to establish strong working relationships internally and externally that is built on trust and collaboration.

• Must be very data-driven and possess an extensive ability to analyze and interpret data and translate them into actionable reports.
• Must be an excellent communicator (both written and verbal).

Qualification and Requirements

• Masters or Bachelor’s degree in business management, Information Systems or related field.
• Proficiency in Microsoft Office products (Advanced Excel, PowerPoint, Word)
• Demonstrated IT aptitude in some other way (e.g. CRM management, Tableau, financial modeling or functional applications such as Zapier ).
• Minimum 5 years of work experience in one of the following industries: financial services, Fintech, IT consulting, telecom, or e-commerce.

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