About the Role
BrandCo Nigeria Limited is a premier retail organization dedicated to connecting urban African consumers with high-street fashion brands through world-class retail and e-commerce experiences. We are currently looking for a dynamic Customer Insight and Experience Management Lead to champion the voice of the customer across our physical stores, contact centers, and digital platforms. In this pivotal role, you will leverage customer data, feedback loops, and journey mapping to eliminate operational pain points, enhance satisfaction, and foster long-term brand loyalty.
Key Responsibilities- Design and manage comprehensive Voice of Customer (VoC) programs incorporating CSAT, NPS, CES, and multichannel feedback channels.
- Analyze customer metrics alongside operational data to identify trends, pain points, and actionable business insights.
- Own and optimize end-to-end customer journey maps across discovery, purchase, fulfillment, and after-sales support.
- Lead root-cause analysis for recurring operational failures to drive continuous cross-functional improvement.
- Collaborate with IT, CRM, and retail operations teams to establish robust data governance and reporting dashboards.
- Bachelor's degree in Business Administration, Marketing, Statistics, Data Analytics, or a related field.
- Minimum of 7 years of relevant experience in customer experience, market research, or service design, with at least 3 years in a leadership or project management capacity.
- Proven expertise in customer journey mapping, root-cause analysis, and experience metrics (NPS, CSAT, CES).
- Strong proficiency in data visualization and analytics tools such as Power BI, Zoho, and advanced Excel.
- Prior omnichannel retail or e-commerce experience is strongly preferred.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage.
- Opportunities for professional growth within a rapidly expanding retail enterprise.
- Dynamic, collaborative, and fast-paced work environment.