Senior Customer Experience Manager — Digital Banking Operations

🏢 ABOUT THE COMPANY

Capital One is a global financial institution with a proud history dating back to 1988. Our mission is to change the way people bank, making it easier and more convenient while providing exceptional service. As one of the world's largest banks, we offer a wide range of financial products and services, with a focus on innovation and a customer-centric culture. We are a great place to work, with numerous awards and recognition for our commitment to diversity, equity, and inclusion.

🎯 ROLE OVERVIEW

As a Senior Customer Experience Manager for our Digital Banking Operations team, you will be responsible for leading the development and implementation of customer experience strategies across our digital platforms. Reporting directly to the Director of Customer Experience, you will work closely with cross-functional teams to design and deliver exceptional user experiences, drive customer satisfaction, and inform business decisions. Your impact will be felt across the organization, with a focus on driving business growth and market leadership.

📋 KEY RESPONSIBILITIES

Develop and implement customer experience strategies across digital platforms, including mobile banking, online banking, and self-service channels.

Collaborate with cross-functional teams to design and deliver exceptional user experiences, including product development, marketing, and operations.

Conduct customer research and analysis to inform business decisions and drive customer satisfaction.

Work closely with the Director of Customer Experience to set departmental goals and objectives, and measure success.

Develop and manage customer experience metrics and reporting, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

Partner with business stakeholders to identify and prioritize customer experience opportunities and risks.

Develop and execute customer journey mapping to identify pain points and areas for improvement.

Provide guidance and training to team members on customer experience best practices and tools.

✅ REQUIRED QUALIFICATIONS

5+ years of experience in customer experience, user experience, or a related field.

Bachelor's degree in Business Administration, Marketing, or a related field.

Proven track record of developing and implementing customer experience strategies that drive business growth.

Strong analytical and problem-solving skills, with the ability to collect and analyze data to inform business decisions.

Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.

⭐ PREFERRED QUALIFICATIONS

Master's degree in Business Administration, Marketing, or a related field.

Experience with customer experience tools and technologies, such as Adobe XD and Salesforce.

Certification in customer experience or a related field, such as CCXP.

Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines.

💰 WHAT WE OFFER

Competitive salary range of NGN 50,000 - NGN 80,000 per month.

Comprehensive health insurance plan, including medical, dental, and vision coverage.

Retirement plan with a company match, to help you plan for your future.

negotiable vacation policy, with 20 days of paid time off per year.

Annual learning and development budget, to support your professional growth and development.

Flexible remote work policy, with the option to work from home or our office.

A collaborative and dynamic team culture, with opportunities to learn and grow.

👥 ABOUT THE TEAM

Our Digital Banking Operations team is a diverse and dynamic group of professionals, passionate about delivering exceptional customer experiences. We work closely together, sharing knowledge and expertise to drive business growth and market leadership. With a focus on innovation and customer-centricity, we are always looking for new ways to improve our products and services.

📨 HOW TO APPLY

To apply for this exciting opportunity, please submit your resume and a cover letter, detailing your experience and qualifications. We look forward to hearing from you!

Application deadline is two weeks from the posting date.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, NG
Salary	NGN 50,000 – 80,000 / year
Industry	General
Company	Capital One
Valid Until	2026-09-16

📨 How to Apply

Submit your updated CV and a brief cover letter to Capital One. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.