Customer Lifecycle & Experience Manager

Talent Safari

. Analyse the end-to-end customer journey and lifecycle, including acquisition, onboarding, first product use, repeat usage, product growth, and retention.

Posted 4/21/2026full-timeKampala • 🇺🇬 UgandaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Analyse the end-to-end customer journey and lifecycle, including acquisition, onboarding, first product use, repeat usage, product growth, and retention.
Identify experience, product, policy, or operational issues affecting customer success.
Ensure the customer experience remains clear and consistent as customers move between products, markets, and partner journeys.
Help the business understand how product design, loan sizing, limits, pricing, and customer communication affect customer behaviour, retention, and long-term value.
Surface trade-offs between customer experience, risk, and growth.
Partner with Credit Ops to ensure experience supports responsible lending and healthy portfolio performance.
Work with Product to improve usability, clarity, and customer understanding of our products.
Support Growth in ensuring acquisition quality aligns with long-term customer success.
Help define what good customer outcomes look like and how the organisation should measure them.
Ensure customer feedback, support data, and QA insights are systematically collected and analysed.
Translate insights into clear improvement actions across Ops, Product, and Growth.
Proactively identify systemic experience risks and opportunities.
Build routines for sharing customer insights across the organisation.
Ensure experience learnings lead to changes in tools, processes, scripts, or policies.
Help the organisation move from reactive fixes to deliberate experience design.
Partner closely with Product to embed customer experience thinking into product design and tooling.
Work with Credit Ops leaders to ensure customer experience supports sustainable customer behaviour.
Collaborate with Growth and Marketing on customer education and proactive engagement.
Support the design of customer journeys that work across multiple products rather than isolated features.
Support leaders in making better decisions by bringing the customer perspective into discussions.
Help teams understand how their work affects customer outcomes.
Own and evolve customer experience and lifecycle metrics.
Connect CX performance to business outcomes such as retention, repeat usage, and customer lifetime value.
Track customer lifecycle performance across products, including first-product success, repeat usage, product growth, and long-term retention.
Help define metrics that reflect customer success across the full customer relationship, not only single-product performance.
Ensure metrics are visible, meaningful, and acted on by the right teams.
Use data to identify root causes, not just report performance.
Track experience trends across markets and products as the business scales.
Lead and manage the CX capability, including Customer Support and QA.
Set clear priorities aligned to customer outcomes and business performance.
Coach and support the STL-CX to drive strong frontline execution.
Ensure QA functions as an enablement and coaching capability, not just a control function.
Help define how CX should operate as Numida grows across markets and products.
Oversee Customer Support operations to ensure timely, empathetic and effective customer interactions.
Ensure QA insights are used to improve conversations, workflows and tools.
Maintain clear service standards across markets.
Ensure support and QA insights feed into product, policy and operational decisions.
Build a support and QA capability that scales with the business.

Requirements

What you’ll need

5+ years’ experience in customer experience, operations, product, service design or customer lifecycle roles in a scaling organisation.
Experience in fintech, lending, savings, digital products or multi-product customer journeys strongly preferred.
Proven people leadership experience, including managing managers.
Strong systems thinker able to connect frontline experience with product, credit and growth decisions.
Comfortable analysing customer data, lifecycle metrics and behavioural trends.
Experience working cross-functionally and influencing senior stakeholders.
Experience improving processes in fast-moving environments.
Comfortable using automation, tooling and AI-enabled workflows.
Ability to work in ambiguity and help define how things should work.

Benefits

Comp & perks

Employee share options available, giving you ownership in Numida’s long-term success.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experience analysiscustomer lifecycle managementdata analysislifecycle metricsprocess improvementexperience designcustomer journey mappingcustomer feedback analysisrisk assessmentproduct usability improvement

Soft Skills

people leadershipcross-functional collaborationinfluencing stakeholderssystems thinkingdecision-makingcoachingproblem-solvingadaptabilitycommunicationstrategic prioritization