Head of Customer Experience, Global

Description (Public)

The Head of Customer Experience is the customer's advocate, setting the strategy, standards and voice-of-customer programme against which every market's support delivery is measured, and working with Product, Risk, Operations, Marketing and Compliance at executive level.

Duties, Roles and Responsibilities

Lead the design and execution of Fido's customer experience strategy across all markets
Develop scalable frameworks and playbooks for consistent, high-quality service adapted to local compliance and cultural needs
Champion automation, AI and data-driven insights to make customer support and self-service more scalable and personalised
Manage support teams across multiple countries to deliver fast, empathetic and effective service
Build and maintain customer education programmes and self-help content
Ensure clarity, consistency and empathy in customer communication across in-app messages, email, SMS, IVR and push notifications
Lead the Voice of Customer programme to gather, analyse and act on customer feedback
Track and report customer sentiment, CSAT, NPS and recurring pain points to inform product, policy and service improvements
Hire, develop and mentor a global CX team of managers, leads, agents and analysts across countries
Foster a culture of customer obsession, ownership and continuous improvement

Qualifications, Education and Competencies

Qualifications & Experience:

Proven customer experience leader with experience designing and scaling CX strategies and programmes across diverse markets
Experienced in multi-market or global roles in fast-paced, customer-centric businesses
Experience managing support teams across countries with strong commercial and operational judgement

Skills & Competencies:

Technically fluent in bridging customer experience and technology, including modern support platforms, data systems and AI-enabled automation
Strong analytical skills using CSAT, NPS and voice-of-customer insight
Executive stakeholder influence across product, risk, operations, marketing and compliance
Excellent communication and team leadership

How to Apply

About Fido Uganda

Fido Uganda is an African-based Fintech Company. Fido empowers individuals and entrepreneurs to take advantage of opportunities in Africa. We have been operating in Ghana since 2015, disbursing about 3 million credit facilities. Built on advanced technology that enables fast, easy access to financial services, our independent financial platform and unique machine-learning risk models make instant credit decisions – even for customers with no financial track record.