Head of Customer Experience, Global

About the role

Fido is seeking a senior leader to own and shape the global customer experience strategy across its African markets. Reporting to the Group COO, you will act as the voice of the customer, ensuring that support, communication, and education are consistent, empathetic, and data‑driven.

Key responsibilities

• Define and execute a scalable CX strategy for all markets, creating frameworks and playbooks that respect local compliance and cultural nuances.
• Lead support operations across multiple countries, delivering fast, empathetic service and building self‑help content.
• Oversee customer communication across in‑app messages, email, SMS, IVR, and push notifications, ensuring clarity and alignment with product changes.
• Run the Voice of Customer program, tracking CSAT, NPS, sentiment and translating insights into product and policy improvements.
• Recruit, develop and mentor a high‑performing global CX team, fostering a culture of customer obsession.

Required profile

• Proven CX leadership experience designing and scaling customer experience programs across diverse markets.
• Strong ability to influence product, risk, operations, marketing and compliance at the executive level.
• Demonstrated track record of using automation, AI and data‑driven insights to improve support efficiency.

Required skills

• Experience with automation and AI tools for customer support.
• Data analysis and reporting on customer sentiment metrics (CSAT, NPS).
• Ability to create scalable CX frameworks and playbooks.