About this role
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.
Job Title Customer Experience Lead
Location
Victoria Island, Lagos
Employment Type Full-time
Responsibilities
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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.
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Document, map, and evaluate the full end-to-end customer (university partners, agent partners, school partners, parents, staff) journeys across all lifecycle stages.
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Monitor key student touchpoints to ensure prompt communication, clear expectations, and seamless handovers across counseling, application, and administrative departments.
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Design, deploy, and manage automated student satisfaction assessments, post-consultation surveys, and Net Promoter Score (NPS) evaluations.
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Aggregate, cleanse, and analyze feedback data to produce monthly CX reports and dashboard summaries highlighting trends, pain points, and recommended operational adjustments.
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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.
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Translate feedback insights and survey results into targeted CX process improvement projects, including call center response optimization and workflow refinements.
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Partner with QA, Compliance, and Marketing teams to support brand advocacy, testimonials, case studies, and student referral programs.
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Assist in training frontline personnel and administrative officers on customer service best practices and conflict resolution techniques.
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Requirement
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Must have a 2.1 or Firstclass in any discipline
Application Closing Date
15th November, 2026.
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