Customer Experience Lead
Core
Lead end-to-end customer engagement, revenue protection, and service quality across Husk's interconnected mini-grid portfolio to ensure community integration and operational alignment.
Role type
Senior Customer Experience Lead (Mini-grid Operations)
Builds
Customer trust, revenue growth, and long-term site stability for Husk's hub-and-spoke operational model.
Domain
Renewable energy, off-grid mini-grids, rural electrification
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, data analytics, stakeholder management, regulatory compliance, community relations, commercial performance management, operational coordination, KPI implementation, field audit execution
Preferred skills
Experience in rural/peri-urban energy markets, understanding of B2B/B2C customer lifestyles, knowledge of tariff structures and load management, familiarity with NERC mini-grid regulations
Technologies
NERC mini-grid framework, data analytics tools
Responsibilities
Lead structured onboarding of new interconnected customers (households, MSMEs, C&I); oversee complaint management and enforce TAT resolution standards; drive NPS improvement and community satisfaction initiatives; manage local stakeholder relationships including community leaders and regulators; achieve high collection efficiency and identify load growth opportunities; coordinate with Technical Operations for outage communication; manage and develop Site CX Officers; implement structured KPIs at cluster level; conduct field audits and periodic performance reviews.
Seniority
Senior, hands-on IC with team leadership
