Experience Lead
AI summary
FairMoney is hiring an Experience Lead in Lagos to own the customer experience agenda across its digital lending platform. The role involves customer journey mapping, experience strategy, in-app experience reviews, and standardising branch experience. Candidates should have strong experience in journey mapping, experience design, and process improvement.
- Owns customer experience strategy and journey mapping across priority journeys
- Hybrid full-time role based in Lagos, Nigeria
- Requires BA/BSc/HND and strong customer experience background
- Involves cross-functional influence with Product, Technology, and Business Owners
- Branch or physical channel experience is an advantage
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- PreferredPractical evidence in call_center, Customer Experience, Customer SuccessThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Experience Lead evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to FairMoney and the role in Not specified.
- Add concrete examples related to call_center, Customer Experience, Customer Success, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- MyJobMag Nigeria
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Experience Lead role in call_center, Customer Experience?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research FairMoney before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Use AI to apply better
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Original source description
FairMoney is a digital platform in Nigeria that allows you access instant loans in a few minutes through our android app. Experience: Lead Job Type Full Time , Hybrid Qualification BA/BSc/HND Experience: Location Lagos Job Field Customer Care, Success and Service We are looking for an Experience: Lead to own the customer experience: agenda. This role maps our journeys, sets the experience: strategy, resolves the pain points customers keep raising, reviews the in-app experience, and standardises how customers are treated across the branch network. Roles and Responsibilities: Proactive experience: management: identifying friction and failure before customers report it. Customer journey mapping across priority journeys, current state and target state. Experience: strategy and the prioritised experience: improvement roadmap. Resolution of the experience: pain points affecting customers, driven with Product, Technology and Business Owners through to closure. In-app experience: reviews across new releases and existing flows. Branch experience: standardisation: standards, scorecards, assessments and consistency across locations. Voice of Customer translated into named actions with owners and dates. Monthly experience: reviews with Business Owners, evidenced with specific customer cases. The Customer Journey Experience: Dashboard. Management and development of the Experience: Analyst. Requirements: Strong background in customer journey mapping, experience: design, and process improvement. Proven ability to influence Product, Technology, and Business Owners without direct authority. Strong CSAT, VOC, and customer insight analysis. Comfortable with data and dashboards. Branch or physical channel experience: is an advantage. Lean Six Sigma or service design is an advantage. Check how your CV aligns with this job Method of Application Interested and qualified? Go to FairMoney on jobs.workable.com to apply Build your CV for free. Download in different templates.