The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.
We work with over 100 countries across the world in the fields of arts and
culture, English language, education and civil society. Each year we reach over
20 million people face-to-face and more than 500 million people online, via
broadcasts and publications. Founded in 1934, we are a UK charity governed by
Royal Charter and a UK public body.
We
are recruiting to fill the position below:
Job Title: Channel Experience Lead
Job
ID: 49193
Location: Nigeria
Role Description/Purpose
- We are seeking a Channel Experience Lead to shape and enhance the customer
journey across a range of interaction channels, including web, chat,
email, and voice.
- This is an exciting opportunity to play a key role in ensuring that
customers experience seamless, intuitive, and consistent interactions,
regardless of their location or the channel they choose to use.
- As Channel Experience Lead, you will be responsible for designing,
optimising, and maintaining high-quality customer interaction channels
across Customer Sales and Service. You will focus on creating
customer-centred experiences that are easy to navigate, efficient, and
aligned with evolving customer needs. By combining customer insight, data
analysis, and usability principles, you will identify opportunities to
improve satisfaction, reduce customer effort, and support the
organisation's digital transformation objectives.
- Working closely with Digital, Operations, Knowledge Management,
Product, and Marketing teams, you will evaluate and enhance end-to-end
customer journeys across both digital and assisted-service environments.
You will analyse customer interactions, identify friction points, map
customer journeys, and implement improvements that simplify access to
information, products, and support services.
- The successful candidate will play a critical role in ensuring
channel performance, service design standards, and customer experience
remain consistent across multiple markets and platforms.
- You will collaborate with internal stakeholders and external
partners to assess how content, systems, routing processes, and service
design influence customer outcomes, using these insights to drive
continuous improvement initiatives.
- This role is ideal for a customer-focused professional who is
passionate about delivering exceptional experiences and leveraging data to
inform decision-making.
- You will act as a champion for customer experience best practices,
helping to shape channel strategy, encourage innovation, and ensure
customers can engage with the organisation quickly, effectively, and
effortlessly.
- As the organisation continues to expand its digital self-service
capabilities while optimising assisted-service operations, you will play a
pivotal role in delivering a connected, high-quality experience across
every customer touchpoint, contributing to improved operational
efficiency, stronger customer relationships, and long-term business
success.
Role Accountabilities
- We are looking for an experienced and customer-focused Channel
Experience Lead to drive the design, optimisation, and governance of
customer interaction channels across Customer Sales and Service. This role
is responsible for ensuring that customer experiences delivered through
web, chat, email, and voice channels are intuitive, effective, accessible,
and consistent, supporting both customer satisfaction and operational
excellence.
- As Channel Experience Lead, you will be responsible for evaluating
and enhancing end-to-end customer journeys across digital and
assisted-service environments.
- You will identify friction points, analyse customer interactions,
and develop solutions that improve usability, reduce customer effort, and
create seamless experiences across all touchpoints.
- By leveraging customer feedback, behavioural insights, and
performance data, you will drive continuous improvements that support the
organisation's customer experience strategy.
- Working closely with Digital and Product teams, you will contribute
to the delivery of new features, enhancements, and platform deployments,
ensuring channel capabilities align with customer and business needs. You
will also collaborate with Knowledge Management and Operations teams to
ensure content, workflows, service standards, and customer journeys remain
consistent and effective across markets and service channels.
- The role will involve maintaining channel design standards,
templates, and best-practice frameworks to ensure a high-quality and
cohesive customer experience.
- You will support the readiness of channels for new services,
updates, and incident response activities, helping to ensure that
customer-facing platforms remain reliable and effective.
- A key aspect of the position is identifying opportunities to
increase automation and self-service capabilities, enabling customers to
resolve queries more efficiently while reducing unnecessary contact
volumes. You will monitor and report on channel performance, customer
experience metrics, satisfaction scores, and key performance indicators,
using insights to inform decision-making and prioritise improvement
initiatives.
- This is an exciting opportunity for a proactive professional who is
passionate about customer experience, service design, and digital
transformation. You will play a pivotal role in shaping how customers
interact with the organisation, ensuring every channel delivers a
consistent, high-quality, and customer-centric experience.
Qualifications &
Experience
Essentials:
- Experience improving digital or assisted-service customer channels
(web, chat, email, voice)
- Understanding of customer journey design, usability, and service
experience principles
- Experience collaborating with cross-functional teams on channel or
product improvements
- Ability to interpret analytics, feedback, and performance data to
inform decisions
- Language Requirements: The British Council systems and global
processes operate in English.
- Written and verbal proficiency in English
is required.
Desirable:
- Experience with UX research, usability testing, or interaction
design
- Exposure to CRM, telephony, chat platforms, or knowledge management
tools
Important
Information:
- Contract type: Indefinite Contract
- Working Model: Hybrid. British Council supports working in new ways
such as hybrid working, subject to full approval by line management and
conditional upon our ability to provide the appropriate level of service.
This may not be appropriate for all roles but can be explored at
interview.
- Proof of Identity requirements & right to work in the country:
Applicants must have the legal right to work in the stated locations. Visa
sponsorship and relocation assistance are not provided.
Salary
- This role is aligned to Pay Band 7.
- Salary will be determined in accordance with the applicable Pay Band
7 salary range for the country in which the successful candidate is
employed.
- Country-specific salary details will be provided as part of the
recruitment process.
Application Closing Date
6th
October, 2026.
How to Apply
Interested
and qualified candidates should:
Click here to apply online
