Customer Lifecycle & Experience Manager

ABOUT THE COMPANY

There are 20 million micro and small businesses (MSBs) across Africa, and traditional financial services are failing them.

Numida is on a mission to build digital financial services that help ambitious small business owners across Africa achieve their dreams. We build fast, accessible financial products for financially excluded businesses, and we care deeply about how those products are experienced.

As we scale across markets, products, and partnerships, customer experience must become a core operating capability, not a side function.
At Numida, customer experience is not only about support interactions — it includes how customers are acquired, onboarded, sized, supported, retained, and grown across multiple products, markets, and partner journeys.

We are looking for someone who can help ensure that customer experience supports strong customer outcomes, healthy portfolio growth, and long-term trust.

ABOUT THE ROLE

Customer experience at Numida is created across the full customer lifecycle - from acquisition and onboarding, to first product use, repeat usage, product growth, and long-term relationship across multiple products, markets, and partner integrations.

We are hiring a Customer Lifecycle & Experience Manager to help the business understand and improve customer outcomes across this lifecycle, ensuring that customer experience supports responsible lending, strong retention, and sustainable growth as we scale across markets and products.

This role works across Product, Credit Ops, Growth, and Customer Operations to ensure that the customer perspective is visible in decision-making, and that experience insights translate into better product, policy, and operational choices.

The primary focus of this role is ensuring that customer experience is understood end-to-end and actively improved across the organisation. Customer Support and Quality Assurance form part of the CX capability and are key sources of insight and execution, but not th...