Head of Customer Experience

Fido empowers millions across Africa to take control of their finances with ease. As a leader in cutting-edge financial technology, Fido clears the way for building credit, securing instant loans, making smart investments, and obtaining tailored insurance. No banker’s hours, no hidden fees – just endless opportunities.

From city centers to rural communities, Fido is breaking barriers and creating financial freedom, providing access to innovative tools and services that foster growth and empowerment. By leveraging advanced technology, Fido is shaping a future of opportunity and financial inclusion across the continent.

Join the team and be a part of leading this transformative change, driving impact where it matters most.

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As Head of Customer Experience,you will define and lead Fido’s customer experience strategy. You will oversee customer support operations, customer education, and feedback systems to ensure a consistent, scalable, and exceptional experience across our products and geographies.

Reporting to the VP of Operations, you will work cross-functionally with Product, Engineering, Risk, Operations, Marketing, and Compliance to ensure customer voice is embedded in every stage of our product and service delivery.

As a key member of the operations leadership team, you will influence 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.

Your key responsibilities will include:

Define and Execute CX Strategy

• Lead the design and execution of Fido’s customer experience strategy.
• Develop scalable frameworks and playbooks to ensure consistent, high-quality service while adapting to local needs.
  
  

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.
  
  

Scale CX Tools, Systems, and Processes

• Champion the use of automation, AI, and data-driven insights to make customer support and self-service more scalable, personalized, and efficient.
• Optimize internal workflows, improve agent productivity, and enhance self-service experiences.
  
  

Build and Lead a High-Performing 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.
  

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• Proven CX leader with experience designing and scaling impactful customer experience strategies and programs.
• Technically fluent in bridging customer experience and technology, with hands-on understanding of modern support platforms, data systems, and AI-enabled automation.
• Experienced in global roles within fast-paced, customer-facing organizations.
• Skilled at aligning customer experience with product delivery, operations, and business goals.
• Adept at driving customer insights through VoC programs and experience metrics (CSAT, NPS, AHT, resolution time).
• 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.

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