Customer Experience Advisor ( West Africa )

We are a fast‑growing fintech organisation operating across the EMEA region, offering [digital banking / payments / lending / crypto / cross‑border remittance] services. Our mission is to deliver outstanding customer journeys, build trust and deliver value to customers in multiple markets. As we scale, we are seeking a high‑calibre Customer Experience Manager who will lead our customer‑facing experience in EMEA from onboarding through retention, across local languages and cultures

Location: EMEA region (remote or hybrid)

Reports to: Head of Customer Experience / Head of Operations

Employment type: Full‑time

Nationality / Work‑permit requirement: Open to non‑local candidates who hold valid work authorization for the designated EMEA region (or willing to relocate and obtain).

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Role Purpose

As the Customer Experience Manager for EMEA, you will take ownership of the customer journey end‑to‑end for our region. You will lead efforts to design, measure and improve the customer experience across all touch‑points (onboarding, support, product interaction, retention). You will partner with product, operations, marketing, growth and data teams to drive customer satisfaction, loyalty and operational excellence. Being a non‑local hire is acceptable and expected: we value diversity of experience, global / cross‑regional mindset and the ability to adapt to the EMEA context.

Key Responsibilities

• Attend, Map, analyze and optimise the customer journey across the EMEA region: onboarding, usage, support, retention, and advocacy.
• Lead the development and implementation of CX standards, policies and procedures tailored to local markets within EMEA.
• Monitor customer feedback (via NPS, CSAT, customer interviews, reviews) and derive insights to drive improvements.
• Collaborate with product & engineering teams: act as “voice of the customer”, feed customer insight into product prioritisation, feature improvements and usability enhancements.
• Measure operational metrics (response times, resolution times, first‑contact resolution, churn/retention, upsell behaviour) and build dashboards/reports for senior stakeholders.
• Manage, coach and develop the customer experience team (or partner with shared service/support centre) in EMEA—setting performance targets, reviewing performance, hiring/training staff.
• Ensure compliance with regional regulatory, privacy and KYC/AML requirements as they affect customer experience flows.
• Build and embed localization in customer journeys: language, culture, payments methods, local regulatory nuance.
• Drive cross‑functional initiatives to improve UX, reduce friction, increase self‑service, automation, and continuous improvement processes.
• Support escalation management: handling high‑severity customer issues and ensuring root‑cause reviews and long‑term fixes.
• Act as change‑agent: evangelize a customer‑centric culture across the organisation.

Desirable Skills & Attributes

• Experience in fintech startup or scale‑up environment.
• Understanding of regulatory / financial crime / KYC/AML frameworks in EMEA.
• Experience with multilingual customer support or shared‑services centres.
• Familiarity with product‑led growth, self‑service design, and automation in support.
• Experience with retention / lifecycle management strategies.
• Comfortable working remotely or across time‑zones.

Additional Notes

• This role may require occasional travel within the EMEA region.
• Because we are hiring for a non‑local candidate, relocation support may be available (to be discussed).
• Must be legally eligible to work in the given EMEA jurisdiction or willing to relocate and obtain necessary permit.

If you like, I can tailor this further for a specific country in EMEA (e.g., UK/Ireland, Germany, UAE) or for a more senior (Director) or more junior (Associate) level. Would you like me to do that?

Requirements

Required Qualifications & Experience

• Bachelor’s degree (Business, Marketing, Economics or similar); a Master’s or MBA is a plus.
• 5+ years of experience in customer experience, customer success, operations or support functions — ideally within fintech, financial services, payments or digital banking.
• Proven track record managing CX/Support teams (preferably across multiple markets or languages).
• Strong analytical capability – comfortable working with data, metrics, dashboards and reporting.
• Familiarity with CRM/ticketing platforms (e.g., Zendesk, Salesforce Service Cloud), and other CX tools.
• Experience working within or managing across the EMEA region (or other multi‑regional remit) and understanding of localisation challenges (languages, culture, payments/regulations).
• Excellent communication skills—written and verbal in English; proficiency in additional EMEA languages (e.g., French, German, Spanish) is highly desirable.
• Ability to work with ambiguity, adapt quickly, set priorities, and implement structure in a fast‑growing fintech environment.
• Strong leadership presence, customer‑centric mindset, and ability to influence cross‑functionally.

Benefits

What We Offer

• Competitive salary and bonus structure (region‑dependent).
• Remote/hybrid working flexibility across EMEA.
• Opportunity to shape the customer experience for a high‑growth fintech.
• Equity or share‑option scheme.
• Professional development and career progression in an international environment.
• Exposure to diverse markets across EMEA and opportunities for travel.