CUSTOMER EXPERIENCE (CX) LEAD AT STRIVO LABS | CUSTOMER EXPERIENCE JOBS IN LAGOS

About Company:

At Strivo Labs, we are passionate about helping businesses scale with speed and precision. We specialise in providing end-to-end digital solutions, from custom design and MVP development to automation and content creation.

Job Description:

We are seeking a high-velocity and analytically elite Customer Experience (CX) Lead to anchor the engagement engine of our digital financial products. In the specialized landscape of regulated Fintech, success is defined by "Trust Sovereignty", the ability to harmonize seamless user journeys with the clinical precision required for KYC/AML Compliance, Consumer Protection, and Long-Term Retention. This role is designed for an "Experience Architect" with 5–8+ years of experience who can blend "Operational Grit" (managing support teams and scaling CRM tools like Zendesk or Intercom) with the "Strategic Agility" required to translate customer friction into product engineering requirements.

Requirements:

1. Journey Orchestration & Regulatory Governance

• Strategy Sovereignty: Own the end-to-end CX strategy across all touchpoints, acting as the primary "Source of Customer Trust."

• Compliance Architecture: Ensure all CX processes align with financial regulations (KYC, AML), providing the "Structural Foundation" for a secure and compliant user experience.

• Journey Stewardship: Design and optimize journeys for onboarding and transactions, ensuring the "Source of Seamless Finance" is elite and uncompromised.

2. Tactical Resilience & Performance Logic

• Service Sovereignty: Lead and scale customer support teams to deliver high-quality resolution, acting as the primary "Source of Service Excellence."

• Metric Architecture: Define and track CX KPIs (NPS, CSAT, Resolution Time), providing the "Analytical Foundation" for data-driven lifecycle engagement.

• Automation Stewardship: Drive process automation across support operations, maintaining the "Source of Operational Efficiency."

3. Product Integrity & Advocacy Power

• Feedback Sovereignty: Implement VoC programs and surveys to capture user sentiment, acting as the primary "Source of Market Intelligence."

• Product Architecture: Partner with Engineering and Growth teams to turn feedback into product improvements, providing the "Visual Foundation" for a customer-centric roadmap.

• Escalation Logic: Handle complex customer issues and escalations with professional speed, maximizing the "Source of Crisis Resolution."

Qualifications and Skills:

Professional Profile

• Experience: 5 – 8+ years in Customer Experience, Success, or Operations.

• Sector Mastery: Mandatory experience in Fintech or Financial Services (Banking, Payments, Lending).

• Regulatory Grit: Strong understanding of KYC, AML, and Consumer Protection laws.

• Tech Mastery: Familiarity with CRM and CX tools (Zendesk, Freshdesk, Intercom, or HubSpot).

Core Competencies

• Analytical Power: Ability to interpret complex operational data and customer behavior trends.

• Leadership Sovereignty: Proven experience managing high-performance CX or support teams.

• Communication Power: Elite stakeholder management skills to align Product, Compliance, and Growth teams.

Salary

Application Closing Date: Not specified

Application Instructions:

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