Customer Experience & Quality (CX) Manager- Kampala

Location: East Africa (Kampala)

Reports to: COO (dotted line to Functional Leadership)

Manages: (Senior) CX Team Lead , Customer Support, QA

Expected Start Date: 1 April 2026

About Numida

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 and products, customer experience becomes a core operating capability, not a side function.

The Role

We are hiring a Customer Experience & Quality Manager to lead and strengthen the function responsible for customer support, quality assurance and service standards across markets.

This role ensures that:

● Frontline customer interactions are timely, empathetic and effective.

● Service standards are clearly defined and consistently applied.

● Customer insights are translated into measurable improvements.

● CX standards and accountability are visible, measurable and shared across functions.

The Customer Experience & Quality Manager manages the Senior CX Team Lead and, through them, the Customer Support and QA teams.

This role works closely with Credit Ops, Product, Growth and other Functional Leads to ensure that customer experience standards support and enable strong operational execution, sustainable customer behaviour and long-term trust.

Importantly, this role does not own lending decisions or product strategy. Instead, it ensures that how we serve customers is consistent, fair, measurable and continuously improving.

CX Function Leadership

● Lead and manage the CX function, including Customer Support and QA.

● Set clear CX priorities aligned to retention and trust outcomes.

● Coach and develop the Senior CX Team Lead.

● Own CX-related budget planning and incentive design in partnership with Finance. Embed service standards and accountability into functional scorecards.

Customer Support & QA Excellence

● Oversee customer support operations to ensure timely, empathetic and effective service.

● Ensure QA drives coaching, consistency and continuous improvement.

● Define and enforce CX service standards across customer-facing functions.

● Maintain visibility over SLA performance while accountability remains with relevant function Heads.

● Act as final operational escalation point for complex or high-risk customer cases. Ensure systemic issues are identified and resolved at root cause level.

Customer Insights, Retention & Continuous Improvement

● Ensure customer feedback and QA insights are collected, analysed and distributed.

● Translate insights into clear improvement actions across Ops, Product and Growth.

● Design and govern a structured Customer Benefits Toolkit within defined commercial and risk guardrails.

● Connect CX performance to retention, reborrow and lifetime value outcomes. Cross-Functional Partnership

● Define, implement and track CX metrics e.g. NPS, CSAT, response and resolution times.

● Ensure metrics are visible, actionable and linked to business outcomes.

● Monitor CX-related compliance and data handling standards across markets.

● Identify patterns in customer complaints that may signal operational, regulatory or reputational exposure.

Skills & Qualifications

● 5+ years’ experience leading customer experience, customer support, operations or service design functions in a scaling organisation.

● Proven people leadership experience, including managing managers.

● Strong systems thinker with the ability to balance frontline execution and strategic improvement.

● Comfortable working cross-functionally and influencing senior stakeholders.

● Data-literate with experience using CX, QA or support tools.

● Comfortable using automation and AI-enabled tools to improve CX consistency and scale.

● Experience in fintech, financial services or African SME environments is a strong advantage.

Who You Are

● You know that CX is non-negotiable and understand its power to change outcomes.

● You believe CX is created everywhere and must therefore be managed deliberately.

● You balance empathy for customers with commercial and operational discipline.

● You are calm, credible and structured in moments of ambiguity and change.

● You care deeply about building trust with small business owners.

● You lead with clarity, integrity and accountability.