Studyin is a global, UK-owned education agency that provides free, independent guidance and support for international students applying to UK universities, colleges, and language schools, helping with everything from course selection and applications (including UCAS) to visa support, with consultants trained by UK institutions and the British Council.
We are recruiting to fill the position below:
Job Title: Customer Experience Lead
Location: Victoria Island, Lagos
Employment Type: Full-time
Responsibilities
Document, map, and evaluate the full end-to-end student journey across all lifecycle stages including lead generation, counseling, admission application, visa guidance, and pre-departure enrollment.
Document, map, and evaluate the full end-to-end customer (university partners, agent partners, school partners, parents, staff) journeys across all lifecycle stages.
Monitor key student touchpoints to ensure prompt communication, clear expectations, and seamless handovers across counseling, application, and administrative departments.
Design, deploy, and manage automated student satisfaction assessments, post-consultation surveys, and Net Promoter Score (NPS) evaluations.
Aggregate, cleanse, and analyze feedback data to produce monthly CX reports and dashboard summaries highlighting trends, pain points, and recommended operational adjustments.
Serve as the central point of contact for student grievances, logging, tracking, and investigating root causes to achieve timely resolution within established SLAs. Design and deploy a system for this.
Translate feedback insights and survey results into targeted CX process improvement projects, including call center response optimization and workflow refinements.
Partner with QA, Compliance, and Marketing teams to support brand advocacy, testimonials, case studies, and student referral programs.
Assist in training frontline personnel and administrative officers on customer service best practices and conflict resolution techniques.
RequirementMust have a 2.1 or Firstclass in any discipline
Application Closing Date15th November, 2026.
How to Apply
Interested and qualified candidates should send their applications to: [Email hidden - Login to reveal] using the Job Title as the subject of the email
How To Apply
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Attach your Application letter, updated Curriculum Vitae (CV) and any supporting documents required.
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Make sure to send your application before the closing date.
Note: Only shortlisted candidates are contacted.
