About the Role
The British Council is seeking a dynamic and customer-focused Channel Experience Lead to shape and enhance the customer journey across multiple interaction channels, including web, chat, email, and voice. Operating in Nigeria since 1943 across Abuja, Kano, Lagos, and Port-Harcourt, we build trust and cultural relations through our Arts, Education, English, and Society units, alongside a thriving exams unit. In this exciting hybrid role, you will play a pivotal part in ensuring that our customers experience intuitive, consistent, and seamless interactions while supporting our broader digital transformation objectives.
Key Responsibilities- Design, optimise, and maintain high-quality customer interaction channels across Customer Sales and Service.
- Evaluate end-to-end customer journeys in digital and assisted-service environments to identify friction points and reduce customer effort.
- Collaborate closely with Digital, Operations, Knowledge Management, Product, and Marketing teams to implement UX improvements.
- Leverage customer feedback, behavioural insights, and analytics to drive continuous service design enhancements.
- Increase automation and self-service capabilities to help customers resolve queries efficiently.
- Monitor and report on channel performance metrics, customer satisfaction scores, and KPIs.
- Proven experience improving digital or assisted-service customer channels such as web, chat, email, and voice.
- Strong understanding of customer journey design, usability, and service experience principles.
- Demonstrated ability to interpret analytics, feedback, and performance data to inform strategic decisions.
- Experience collaborating with cross-functional teams on product or channel improvements.
- Full written and verbal proficiency in English.
- Desirable: Prior experience with UX research, usability testing, CRM systems, telephony, or chat platforms.
- Competitive compensation package with the stability of an indefinite contract.
- Flexible hybrid working model promoting healthy work-life integration.
- Opportunities for professional growth within a globally renowned international organisation.
- Meaningful work contributing to cultural relations and educational opportunities in Nigeria.