Customer Lifecycle & Experience Manager

📋 Description

• • As Customer Lifecycle & Experience Manager at Numida, you will ensure customer experience supports strong customer outcomes, healthy portfolio growth, and long-term trust across the full customer lifecycle—from acquisition and onboarding to repeat usage, product growth, and retention across multiple products, markets, and partner journeys.
• • You will analyse end-to-end customer journeys, identify experience and operational issues affecting success, surface trade-offs between experience, risk, and growth, and partner with Product, Credit Ops, and Growth to align decisions with customer outcomes and responsible lending.
• • You will join a fast-growing African fintech building digital financial services for 20 million underserved micro and small businesses, where customer experience is a core operating capability as the company scales from a single-product lender to a multi-product financial partner.
• • You will lead and evolve the CX capability—including Customer Support and QA—by setting priorities, coaching leaders, ensuring insights drive product and policy changes, and building routines for sharing customer insights across the organisation to move from reactive fixes to deliberate experience design.