Customer Experience Specialist

Lagos, Nigeria
Full Time
Mid Level

‌Core Responsibilities‌

1. ‌End-to-End Product Ownership‌

 Design and optimize AIdriven customer service solutions (e.g., intelligent chatbots, voice response systems) for internet banking platforms 1421.

  ○ Define product roadmap for customer support tools, focusing on efficiency and user satisfaction metrics。

2. ‌Cross-Functional Collaboration‌

  ○ Bridge technical (R&D/AI teams) and operational (customer support centers) requirements for seamless implementation.

3. ‌Data-Driven Optimization‌

  ○ Analyze user feedback and behavior data to refine self-service features and reduce human-agent dependency.

  ○ Monitor key performance indicators (KPIs) such as first-call resolution rate and average handling time2124.

‌Qualifications & Skills‌

1. ‌Experience‌

  ○ 1-3 years in fintech/digital product management, with focus on customer service systems.

  ○ Proven experience in AI-powered support tools (e.g., NLP chatbots, sentiment analysis).

2. ‌Hard Skills‌

  ○ Proficiency in prototyping (Figma/Axure) and PRD documentation for complex workflows.

  ○ Understanding of contact center technologies (IVR, CTI) and API integrations.

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