Head of Customer Experience, Global

About the role

Fido is looking for a Head of Customer Experience based in Kampala, Uganda, reporting to the Group COO. You will lead Fido's global customer experience strategy and standards across all markets, acting as the customer's advocate by setting the strategy, standards and voice-of-customer program that every market's support delivery is measured against. You work cross-functionally with Product, Risk, Operations, Marketing and Compliance to align customer experience with business goals.

Key responsibilities

• Define and execute the global customer experience strategy, developing scalable frameworks and playbooks that adapt to local compliance and cultural needs, and championing automation, AI and data-driven insights.
• Oversee support teams across multiple countries and build customer education programs and self-help content.
• Ensure clear, consistent and empathetic communication across in-app messages, email, SMS, IVR and push notifications.
• Lead the Voice of Customer program, tracking sentiment, CSAT, NPS and recurring pain points to drive improvements.
• Hire, develop and mentor a global CX team of managers, leads, agents and analysts, fostering a culture of customer obsession and continuous improvement.

Required profile

• Proven CX leadership experience designing and scaling customer experience strategies across diverse markets.
• Experience in multi-market or global roles within fast-paced, customer-facing organizations.
• Strong communicator able to shape customer messaging and collaborate cross-functionally.

Required skills

• Hands-on understanding of modern support platforms, data systems and AI-enabled automation.
• Familiarity with modern support platforms, communication channels and automation tools.