Head of Customer Experience

About the role

Join a leading financial institution in Accra as the Head of Customer Experience. You will shape the end‑to‑end journey for millions of customers, driving a culture of service excellence and loyalty.

Key responsibilities

• Define and execute a comprehensive customer experience strategy aligned with business goals.
• Lead insight programs, feedback loops and satisfaction tracking across all channels.
• Oversee omnichannel service delivery, including digital platforms, branches and contact centres.
• Manage complaint handling, service recovery and continuous improvement processes.
• Identify and implement technology solutions that enhance customer interactions.
• Build, mentor and lead high‑performing CX teams.
• Collaborate with product, operations and technology teams to embed customer‑centric innovation.

Required profile

• Minimum 8 years of leadership experience in customer experience within financial services or a comparable sector.
• Proven record of designing and delivering CX strategies that boost satisfaction and retention.
• Strong analytical capability with experience using customer data and analytics.
• Excellent stakeholder management and cross‑functional collaboration skills.
• Knowledge of CX best practices and emerging trends; certifications such as NPS or CX frameworks are a plus.

Required skills

• Customer journey mapping
• Data‑driven analytics
• Omnichannel service management
• Change leadership

What we offer

• Competitive compensation package commensurate with experience.
• Opportunity to define CX strategy at a top‑tier financial institution.
• Professional growth in a dynamic, forward‑thinking environment.