Customer Care Officer

Kimberly Ryan – Our client is recruiting to fill the position below:

Job Position: Voice of Customer (VoC) Analyst / Customer Experience Officer

Job Location: Victoria Island, Lagos
Employment Type: Full-time
Department: Customer Experience
Reports To: Head, Customer Experience

Job Summary

1. Our client is seeking a detail-oriented and analytical Voice of Customer (VoC) Analyst / Customer Experience Officer to capture, analyse, and interpret customer feedback to generate insights that enhance the overall customer experience.
2. The successful candidate will identify customer trends, pain points and service improvement opportunities, providing data-driven recommendations to improve products, services and processes.

Job Responsibilities

1. Collect and analyse customer feedback from surveys, reviews, support interactions and social media.
2. Develop and maintain Voice of Customer dashboards, reports and data visualisations.
3. Identify customer pain points, emerging trends and opportunities for improvement.
4. Collaborate with Product, Marketing and Customer Service teams to drive customer-focused improvements.
5. Monitor and report on customer experience metrics, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and Customer Effort Score (CES).
6. Support Voice of Customer programmes and the continuous monitoring of customer sentiment.
7. Support the follow-up and resolution of customer concerns.
8. Present customer insights and actionable recommendations to relevant stakeholders.

Job Qualifications

• Bachelor’s Degree in Business Administration, Marketing, Data Analytics, Customer Experience or a related discipline.
• 2–5 years’ relevant experience in Voice of Customer analysis, customer insights, customer experience, market research or data analytics.
• Experience with customer feedback programmes, customer experience teams or market research is an advantage.
• Proficiency in Voice of Customer platforms such as SurveyMonkey.
• Experience with data visualisation tools such as Power BI, Tableau or Google Data Studio.
• Strong analytical skills, including customer sentiment analysis, trend identification and data interpretation.
• Understanding of customer journey mapping, experience design and service improvement.
• Excellent communication, problem-solving and stakeholder management skills.
• Strong attention to detail and a continuous improvement mindset.

Key Competencies:

1. Customer Insights
2. Data Analytics
3. Sentiment Analysis
4. Customer Experience Metrics
5. Data Visualisation
6. Customer Journey Mapping
7. Stakeholder Management
8. Continuous Improvement

Application Deadline
22nd October, 2026.

How to Apply
Interested and qualified candidates should send their CV  to: abngemployees@kimberly-ryan.net using “Voice of Customer Analyst / Customer Experience Officer” as the subject of the email.