Head Of Customer Experience
New
Experience Level:
Senior level
Experience Length:
8 years
Language Requirement:
English
Working Hours:
Full Time - 8 to 5
Applicant Location:
Ghana
Job descriptions & requirements
Leading Financial Institution – Accra | Full-Time | Senior Leadership
Join a progressive financial services organization as Head of Customer Experience and lead the transformation of how we engage with and serve our valued customers.
About the Role
We are seeking a visionary customer experience leader to drive customer-centric initiatives, enhance satisfaction, and build loyalty across all touchpoints. You'll oversee strategy, operations, and continuous improvement in customer journey management.
Key Responsibilities
- Design and implement comprehensive customer experience strategy
- Lead customer insight initiatives, feedback mechanisms, and satisfaction tracking
- Oversee omnichannel customer service delivery (digital, branch, contact centre)
- Champion customer-centric culture across the organization
- Manage customer complaints, resolution processes, and service recovery
- Identify and implement technology solutions to enhance customer interactions
- Develop and mentor high-performing customer experience teams
- Collaborate with product, operations, and technology on customer-focused innovations
What We're Looking For
- 8+ years of customer experience leadership in financial services or similar industries
- Proven success in implementing CX strategies that improved satisfaction and retention
- Strong analytical skills with proficiency in customer data and analytics
- Excellence in stakeholder management and cross-functional collaboration
- Knowledge of customer experience best practices and emerging trends
- Certification in customer experience (e.g., NPS, CX frameworks) is advantageous
- Demonstrated ability to lead organizational change
What We Offer
- Attractive compensation package commensurate with experience
- Opportunity to shape customer experience at a leading financial institution
- Professional growth in a dynamic, forward-thinking environment
Interested?
Send your CV, cover letter, and references to: charles.mensah@trustconsultlimited.org
Subject: Head of Customer Experience Application
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