Location: East Africa (Kampala / Nairobi)

Reports to: COO

Manages: CX Team Lead, Customer Support, QA

About Numida

There are 20 million micro and small businesses across Africa and traditional financial services are failing them.

Numida builds digital financial products that help small business owners grow. As we scale across markets, products and partnerships, customer experience becomes a core operating capability across the full customer lifecycle.

We are evolving from a single-product lender to a multi-product financial partner, and we are looking for someone who will ensure that customer experience supports strong customer outcomes, healthy portfolio growth and long-term trust.

The Role

Customer experience at Numida is created across the full customer lifecycle - from acquisition and onboarding, to first product use, repeat usage, product growth and long-term relationship across multiple products and partner journeys.

We are hiring a Customer Lifecycle & Experience Manager to help the business understand and improve customer outcomes across this lifecycle, working closely with Product, Credit Ops and Growth.

The primary focus of the role is ensuring that customer experience insights influence product, policy and operational decisions as we scale.This role is about orchestration, CX remains owned across teams, and this role ensures the customer perspective is visible and acted on.

• Analyse the end-to-end customer lifecycle across lending, savings and partner products.
  

• Identify experience, product or policy issues affecting retention, behaviour and growth.
  

• Help the business understand how product design and communication affect customer outcomes.
  

• Translate customer feedback and QA insights into improvements across Product, Ops and Growth.
  

• Partner with Credit Ops, Product and Growth to improve customer journeys and long-term value.
  

• Define and track lifecycle metrics such as retention, repeat usage and customer lifetime value.
  

• Lead the CX capability, including Customer Support and QA, ensuring strong frontline execution and insight.
  

• Shape how customer experience should operate as Numida grows across markets and products.
  

What We’re Looking For

• 5+ years in CX, operations, product, service design or customer lifecycle roles in a scaling company.
  

• Experience in fintech, lending, digital products or multi-product environments preferred.
  

• Strong systems thinker who can connect customer experience to business performance.
  

• Comfortable working with data to understand customer behaviour and retention.
  

• Experience influencing cross-functional teams.
  

• Experience managing people and building processes in fast-moving environments.
  

Why This Role Matters

• This is a high-impact role in a fast-growing fintech.
  

• You will shape how customer experience supports product growth, portfolio quality and long-term customer trust across multiple markets and products.
  

• We offer competitive compensation and employee share options, giving you ownership in Numida’s long-term success.