Head of Customer Experience, Global

Job Summary

• As Head of Customer Experience, based in Ghana, South Africa, Uganda, or Zambia, and reporting to the Group COO, you will lead Fido's global customer experience strategy and standards across all markets. You are the customer's advocate; setting the strategy, standards, and voice-of-customer program that every market's support delivery is measured against.
• You work cross-functionally with Product, Risk, Operations, Marketing, and Compliance influencing product, policy, and customer strategy at the executive level; ensuring alignment between Fido's business goals and the experience we deliver to millions of users across markets.

Your key responsibilities will include

Define and Execute Global CX Strategy

• Lead the design and execution of Fido's customer experience strategy across all markets.
• Develop scalable frameworks and playbooks to ensure consistent, high-quality service while adapting to local compliance and cultural needs.
• Champion the use of automation, AI, and data-driven insights to make customer support and self-service more scalable, personalized, and efficient.

Oversee Support Operations and Customer Education

• Manage support teams across multiple countries to deliver fast, empathetic, and effective service.
• Build and maintain customer education programs and self-help content that empower users to understand and confidently use Fido's products.

Lead Customer Communication Across Touchpoints

• Ensure clarity, consistency, and empathy in customer communication across in-app messages, email, SMS, IVR, and push notifications.
• Collaborate with cross-functional teams to ensure communication aligns with product changes, support readiness, and customer needs.

Drive Customer Insights and Continuous Improvement

• Lead Fido's Voice of Customer VoC program to gather, analyze, and act on customer feedback.
• Track and report on customer sentiment, CSAT, NPS, and recurring pain points to inform product, policy, and service enhancements.

Build and Lead a High-Performing Global CX Team

• Hire, develop, and mentor a strong CX team, including managers, leads, agents, and analysts across multiple countries.
• Foster a culture of customer obsession, ownership, and continuous improvement.

Who you are

• Proven CX leader with experience designing and scaling impactful customer experience strategies and programs across diverse markets.
• Technically fluent in bridging customer experience and technology, with hands-on understanding of modern support platforms, data systems, and AI-enabled automation.
• Experienced in multi-market or global roles within fast-paced, customer-facing organizations.
• Skilled at aligning customer experience with product delivery, operations, and business goals.
• Familiar with modern support platforms, communication channels, and automation tools.
• Strong communicator who can shape customer messaging and collaborate cross-functionally.
• Passionate about using technology to improve lives, with a deep commitment to delivering exceptional customer service at scale.