Customer Experience Strategy Lead Job Vacancy in Uyo, Nigeria – Telecommunications

Customer
Uyo
October 14, 2026
Full Time
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Job Description

Position: Customer Experience Strategy Lead

Company: MTN Nigeria

Location: Uyo, Nigeria

Experience: 7-10 years

Education: Bachelor’s degree in Business Administration, Marketing, or related field

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience

Salary: NGN 3,500,000 – NGN 5,000,000 per annum

Vacancies:1

Company Overview

MTN Nigeria is the leading mobile telecommunications operator in the country, serving over 40 million subscribers across a wide range of voice, data, and digital services. As part of the MTN Group, a pan‑African giant with operations in 21 markets, MTN Nigeria combines global expertise with deep local insight to drive innovation and connectivity. The company is committed to sustainable growth, community development, and digital inclusion, making it a top employer for those seeking dynamic career paths. With a strong focus on customer centricity, MTN Nigeria continuously invests in cutting‑edge technology and talent, offering a vibrant environment for professionals eager to shape the future of telecommunications in Nigeria. This role contributes directly to the company’s mission of delivering exceptional experiences, positioning it as a premier destination for Nigeria Jobs and a catalyst for Career Opportunities in Nigeria.

Job Overview

The Customer Experience Strategy Lead will spearhead the design, implementation, and optimization of end‑to‑end customer experience initiatives across MTN’s retail and digital channels. Reporting to the Head of Customer Experience, you will collaborate with cross‑functional teams—including Marketing, Product, Analytics, and Operations—to develop data‑driven strategies that enhance satisfaction, loyalty, and revenue. This position is central to MTN’s Hiring in Nigeria agenda, ensuring that every touchpoint reflects the brand’s promise of simplicity, reliability, and value. For more information about MTN’s commitment to innovation and talent development, visit https://nigeriajobsearch.com/.

Key Responsibilities

  • Develop and execute a comprehensive customer experience roadmap aligned with corporate objectives and market trends.
  • Lead cross‑functional workshops to map customer journeys, identify pain points, and prioritize improvement initiatives.
  • Utilize advanced analytics and voice‑of‑customer data to generate actionable insights and measure impact.
  • Collaborate with product and service teams to embed experience‑centric design principles into new offerings.
  • Oversee the implementation of omnichannel experience enhancements, ensuring consistency across retail stores, call centres, mobile apps, and web portals.
  • Manage a team of experience analysts and coordinators, fostering a culture of continuous improvement and innovation.
  • Prepare and present regular performance reports to senior leadership, highlighting key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and churn reduction.

Required Skills

  • Strong strategic thinking with the ability to translate insights into actionable plans.
  • Proficiency in customer journey mapping, service design, and experience management tools.
  • Advanced data analysis skills, including familiarity with SQL, Tableau, or Power BI.
  • Excellent communication and stakeholder management abilities.
  • Leadership experience in managing multidisciplinary teams.
  • Deep understanding of the Nigerian telecommunications market and consumer behaviour.

Education

A Bachelor’s degree in Business Administration, Marketing, Economics, or a related discipline is required. A Master’s degree or relevant professional certifications (e.g., CXPA, PMP) are considered an advantage.

Experience

Applicants must have 7‑10 years of progressive experience in customer experience, service design, or related fields, preferably within the telecommunications or technology sector. Demonstrated success in leading large‑scale transformation projects is essential.

Salary

The compensation package ranges from NGN 3,500,000 to NGN 5,000,000 per annum, commensurate with experience and qualifications. The package includes performance‑based bonuses and comprehensive benefits.

Benefits

  • Health insurance covering medical, dental, and vision.
  • Retirement savings plan with company matching.
  • Annual performance bonus.
  • Paid parental and compassionate leave.
  • Employee assistance program and wellness initiatives.

Training

  • Access to MTN Academy for continuous learning and professional development.
  • Leadership development programs and mentorship opportunities.
  • Certification sponsorship for relevant industry credentials.

Working Environment

MTN Nigeria offers a collaborative, fast‑paced environment where innovation is encouraged. Employees work in modern offices equipped with the latest technology, and flexible work arrangements are supported to promote work‑life balance. The culture emphasizes diversity, inclusion, and empowerment, making it an attractive destination for talent seeking Employment in Nigeria.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the MTN Careers portal. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for virtual interviews.

Equal Opportunity Statement

MTN Nigeria is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, or disability. All qualified applicants will receive consideration for employment without regard to any protected characteristic.

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