- Company: BrandCo Nigeria Limited
- Location: Lagos
- Job type: Full-time
- Deadline: 14 October 2026
About the role
BrandCo focuses on bringing high-street brands to urban African consumers through world-class retail experiences. We are looking for a Customer Insight and Experience Management Lead to lead the systematic collection, analysis, and use of customer insight to improve experiences across our ecommerce, contact-centre, and retail-store journeys.
This role translates Voice of Customer and operational data into clear priorities, governs customer journeys and experience standards, and mobilises cross-functional teams to eliminate root causes, strengthen loyalty, and deliver measurable customer and business outcomes.
Responsibilities
- Voice of Customer and Research Management: Develop and manage an enterprise Voice of Customer programme covering CSAT, NPS, Customer Effort Score, complaints, reviews, social media feedback, surveys, interviews, and other approved listening channels.
- Customer Analytics and Insight Reporting: Analyse customer feedback alongside contact drivers, complaints, sales, returns, refunds, fulfilment, digital behaviour, loyalty, and store-performance data to identify patterns, pain points, and opportunities.
- Journey and Experience Management: Own and maintain end-to-end customer journey maps across discovery, purchase, payment, delivery, store pickup, returns, exchanges, refunds, loyalty, and after-sales support.
- Root-Cause Resolution and Continuous Improvement: Lead root-cause analysis of recurring complaints and operational failures affecting refunds, delivery, stock confirmation, returns, exchanges, and store pickup.
- Data Governance, Tools, and Team Leadership: Ensure customer data is collected, stored, analysed, and shared in line with company policy, consent requirements, data-privacy obligations, and research ethics.
Requirements
- Bachelor’s Degree or HND in Business Administration, Marketing, Statistics, Economics, Social Sciences, Data Analytics, or a related discipline.
- A relevant postgraduate qualification or certification in Customer Experience, market research, analytics, customer journey mapping, or process improvement is an advantage.
- Minimum of seven years of relevant experience in customer experience, customer insight, market research, service design, or continuous improvement; at least three years should involve leading projects, people, or cross-functional workstreams within customer experience.
- Demonstrated experience building Voice of Customer programmes, analysing qualitative and quantitative data, mapping journeys, and translating insight into implemented improvements.
- Strong working knowledge of survey design, research methods, dashboarding, data visualisation, root-cause analysis, and experience metrics such as CSAT, NPS, and Customer Effort Score.
- Advanced proficiency in Microsoft Excel and presentation tools; experience with CRM / helpdesk, survey, business-intelligence, or analytics platforms is required. Knowledge of Zoho, Power BI, or similar tools is desirable.
- Experience in retail, e-commerce, or an omnichannel customer environment is strongly preferred.
How to apply
Interested and qualified candidates should click here to apply online.
