Head, Customer Experience Design

Posted 1 month ago

Deloitte is one of the leading professional services firms, specializing in providing Audit, Tax, Consulting, Risk Advisory and Financial Advisory services. We serve clients in a variety of industries from financial services, consumer, telecommunications, media & technology, energy resources & Industrial and government and public services.

Deloitte Nigeria – Our client in the Banking industry is recruiting suitably qualified candidates to fill the position below:

Job Title: Head, Customer Experience Design

Location: Nigeria
Job Type: Full time

Job Description

  • We are looking for a candidate, who will be responsible for creating, managing and executing the customer experience strategy of the organization.
  • He/She will supervise and oversee the strategy, planning and execution of the organization’s overall customer experience goals including customer journey articulations across business areas.

Job Responsibilities

  • Develop and deploy the company’s customer experience strategy.
  • Establish and roll-out the company’s customer experience maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve.
  • Develop an efficient portfolio of customer experience insights and analytics that provide an integrated view of each customer experience for each segment of the Bank.
  • Develop an effective portfolio of internal communications that educate employees about customer experience realities, expectations, goals, improvement and innovation techniques and engagement opportunities, emphasizing specific ways different roles can make a difference in customer lifetime value.
  • Develop customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value.
  • Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.
  • Develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers.


  • Minimum educational level – Bachelor’s Degree in Social Science or Humanities or HND with a Master’s Degree
  • Minimum requisite experience – at least 10 years work experience in related field including at least 5 years at management level.
  • Understanding of banking products and services.
  • Ability to understand business objectives and align customer experience accordingly.
  • Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online


Job Features

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