Customer Experience Officer

Media Trust Limited—owners of Daily Trust Newspaper, Trust TV, and other digital titles—is recruiting a full-time Customer Experience Officer. Based in Abuja, this strategic role leads the end-to-end design, monitoring, and optimization of audience journeys across Media Trust Group’s digital and media platforms.

• Customer Journey & UX Optimization: Map, design, and continuously optimize audience journeys and onboarding workflows across digital products; recommend user experience (UX) enhancements.

• Feedback & Satisfaction Analytics: Collect and analyze audience feedback, track key customer satisfaction metrics, and prepare comprehensive monthly experience reports.

• Cross-Functional Collaboration: Partner closely with Editorial, Product, and IT teams to resolve experience pain points and align user touchpoints with broader business goals.

• Audience Engagement & Growth: Coordinate audience engagement strategies, support podcast audience expansion, and craft effective customer communications.

• Benchmarking: Measure group performance against global and industry media best practices.

• Degree: Bachelor's Degree in a relevant field.

• Years of Experience: Minimum of seven (7) years of experience in customer experience, digital product management, or audience engagement.

• Industry Background: Prior experience in a media or digital business environment is considered a distinct advantage.

• Proven experience in customer journey mapping and audience segmentation.

• Proficiency with CRM systems and Google Analytics.

• Excellent analytical, cross-functional collaboration, and communication skills.