Head Of Customer Experience

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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