Digital Customer Experience Lead (Personal Banking) at Kolomoni Microfinance Bank

Kolomoni Microfinance Bank is a financial services provider committed to providing customers with unparalleled access to smart, personalized, and convenient banking experiences.

Job Title: Digital Customer Experience Lead (Personal Banking)

Location: Ibadan, Oyo

Employment Type: Full-time

Job Purpose

• The Digital CX Lead (Personal Banking) is responsible for delivering superior customer service across all digital support channels within the personal banking segment.
• This role ensures high-quality, responsive support with key performance targets including Service Level Agreement (SLA) ≥92%, Customer Satisfaction (CSAT) ≥4.6, and failed-transfer resolution within 30 minutes.
• The role oversees daily digital operations, manages a team of CX professionals, monitors real-time performance dashboards, and drives improvements through coaching, automation, and cross-functional collaboration with Product and Engineering teams.
• The Digital CX Lead plays a critical role in optimizing customer journeys, maintaining high-quality interactions, and ensuring Kolomoni’s digital service channels operate efficiently and effectively.

Key Responsibilities
Real-Time Operations:

• Monitor CX dashboards and ensure service levels are consistently maintained at or above 92%.
• Coordinate with supervisors to dynamically adjust queues, agent allocation, and issue resolution.

Workforce Planning:

• Approve and optimize agent rosters to maintain occupancy rates between 75–85%.
• Work with Workforce Management (WFM) tools to forecast and align staffing with ticket volume.

Quality Assurance & Coaching:

• Conduct weekly quality reviews to ensure QA score of ≥90%.
• Facilitate one-on-one coaching sessions and drive agent performance improvements.

Product Feedback Loop:

• Collate and submit a weekly “Top 10 Bugs” report to the Engineering team.
• Follow up to ensure timely resolution and communicate updates to frontline agents.

Automation Content Management:

• Maintain and update the WhatsApp FAQ tree and other self-service tools.
• Ensure automated content is accurate, user-friendly, and aligned with service goals.

Escalation Governance:

• Ensure failed-transfer and payment-related escalations are resolved within 30 minutes.
• Coordinate with internal escalation desks and Product teams to address root causes.

People Development:

• Mentor and support CX Supervisors to build leadership capacity.
• Promote a culture of service excellence and continuous improvement.

Requirements

• Bachelor’s Degree (B.Sc.) in Business, Communications, or related field.
• Minimum of 5 years’ experience in multi-channel digital customer service management.
• Proficiency in Freshdesk or Zendesk, Power BI, and CRM reporting tools.
• Strong coaching, communication, and analytical skills.

Application Closing Date
17th August, 2025.

How to Apply: Interested and qualified candidates should send their Application to: [email protected] using the job title as the subject of the mail.