Customer Experience Lead

Job description

Position Name : Customer Experience Lead Division / Function : Customer Experience Location of the Job : Abuja Reports to : AVP, Minigrid Business Role Summary The Manager, Customer Experience (CX) is responsible for leading end-to-end customer engagement, revenue protection, and service quality across Husk’s interconnected and hybrid mini-grid portfolio. The role ensures strong community integration, high collection efficiency, improved energy uptake, and operational alignment between site teams and central functions. This role is critical to sustaining Husk’s hub-and-spoke operational model by translating technical uptime into customer trust, revenue growth, and long-term site stability. Key responsibilities: 1. Customer &Community Management Lead structured onboarding of new interconnected customers (households, MSMEs, C&I). Oversee complaint management and enforce strict TAT resolution standards. Drive NPS improvement and community satisfaction initiatives. Manage local stakeholder relationships including community leaders and regulators. 2. Revenue & Commercial Performance Achieve and sustain high collection efficiency across interconnected sites. Identify load growth opportunities and increase ARPU. Reduce churn and prevent disconnections due to disputes. Partner with Finance on delinquency control and revenue assurance. 3. Operational Integration Coordinate with Technical Operations to ensure outage communication and customer transparency. Monitor site-level SLA adherence and reliability perception. Support tariff communication and regulatory alignment (NERC mini-grid framework). 4. Team Leadership & Execution Manage and develop Site CX Officers. Implement structured KPIs at cluster level. Conduct field audits and periodic performance reviews. Build scalable customer management processes across expanding interconnected networks. Required Qualifications & Experience Bachelor’s degree in engineering, Business Administration, Social Sciences, or related discipline Minimum 6–8 years’ experience in off-grid / mini-grid operations including 3 years coordinating a team to achieve high level deliverables.. Must have 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 Location and Travel This role is based in Abuja, Nigeria. Travel/availability is required Women candidates are encouraged to apply. DISCLAIMER: This description indicates the general nature and level of the qualifications and duties required of employees in this job classification, as well as the essential functions a person must be able to perform to do this job. It is not designed to be a comprehensive inventory of all duties and qualifications required of employees assigned to this job. Husk Power Energy Systems Nigeria Limited is an equal-opportunity employer and makes employment decisions on the basis of merit and business needs. We hire without consideration of race, colour, religion, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law. About Us Access to reliable, modern, and affordable energy is a basic human right. Yet over 3 billion people in Africa and Asia still don’t have it, with women the most negatively impacted. When communities get electricity, incredible things can happen. That’s where Husk Power comes in. We generate and distribute renewable electricity that leads to prosperity in rural communities. And in the process, we replace polluting and expensive diesel generators with climate-resilient, clean energy infrastructure. Husk is the world’s leading community solar mini-grid company, operating the largest, lowest-cost fleet across two continents – Asia and Africa. We offer a range of clean energy services, including power and appliance sales, rooftop solar installation for rural commercial & industrial (C&I) customers, agro-processing hubs, EV leasing, clean drinking water, and much more. We serve households, businesses, farmers, health clinics, schools, women, and youth entrepreneurs, entirely from renewable energy – 24 hours a day, 7 days a week. Husk is a growth-stage company with plans to build 5,000 mini-grids, benefit tens of millions of people and avoid 700 million gallons of diesel by 2030. Our solutions serve off-grid communities but are also grid-compatible and can be rolled out quickly and cost-effectively to support national electrification plans. Husk Values Safety; Honesty and Integrity; Mutual Respect; Frugal Innovation; Quality and Reliability; Excellence as an Attitude; We > I; Fail Fast and Learn Faster. Husk is an equal opportunity employer and is committed to diversity and inclusion and welcomes all applicants regardless of age, disability, gender, marital status, pregnancy and maternity, race, or religion. Husk is committed to improving gender balance within its teams in India and globally. Female candidates are therefore highly encouraged to apply even if not all requirements are met. Benefits Husk offers flexible working conditions with employee benefits that are in line with global best practices. These include clear career growth planning, transparent annual review processes that are gender inclusive, maternity, and paternity leave, gender-inclusive workplace conditions, family health insurance, and frequent training to assist the employees to grow in and to the next roles. Husk does not believe in micromanagement and encourages its employees to have a healthy work-life balance, hence giving them the freedom to manage their workload to be compatible with their lives.