Customer Experience Lead
On-siteAbuja, FCT, Nigeria
Job Summary
Lead structured onboarding of new interconnected customers and oversee complaint management to enforce strict resolution standards. Drive NPS improvement initiatives, manage local stakeholder relationships with community leaders and regulators, and coordinate with Technical Operations for outage communication. Achieve high collection efficiency across sites, identify load growth opportunities, and partner with Finance on delinquency control to reduce churn. Manage and develop Site CX Officers, implement cluster-level KPIs, conduct field audits, and build scalable customer management processes. Based in Abuja with travel availability, this role supports Husk's hub-and-spoke model to translate technical uptime into customer trust and long-term site stability.
Required Qualifications
- Bachelor's degree in engineering, Business Administration, Social Sciences, or related discipline
- Minimum 6–8 years' experience in off-grid / mini-grid operations
- 3 years coordinating a team to achieve high level deliverables
- Led teams that managed minimum of 7,000 customer base with core KPIs across retention, CLV, NPS etc
- Strong Analytical with great data capabilities
- Experience working in rural, peri-urban, or underserved energy markets
- Good understanding of customer lifestyle value - B2B and B2C experience
- Strong understanding of tariff structures, load management, and energy commercialization
- Familiarity with regulatory frameworks (NERC mini-grid regulation preferred)
- Must be fluent in speaking Hausa
- Must be geared toward customer success
- Must be available for travel
Desired Qualifications
- Familiarity with regulatory frameworks (NERC mini-grid regulation preferred)
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