Divine Ehiede

I am a strategic Customer Experience and Operations leader with over five years of expertise in designing, implementing, and scaling customer-centric systems in fast-paced, growth-driven environments. My career has been built at the intersection of people, process, and technology that transforms how organizations engage with their customers and how teams collaborate to deliver exceptional results, especially in remote and distributed settings.

My passion lies in building seamless end-to-end customer journeys that not only meet but exceed expectations. At my core, I believe that customer experience is a company’s most sustainable competitive advantage. This philosophy has guided my work across banking, nonprofit, and tourism sectors, where I’ve developed a proven ability to improve satisfaction, drive retention, and streamline operations through data, empathy, and innovation.

In my most recent role at Access Bank Plc, I focused on optimizing the SME client lifecycle, redesigning onboarding flows, introducing proactive health scoring, and fostering cross-functional collaboration between support, product, and sales teams. These efforts led to a 70% increase in customer satisfaction and a 30% reduction in onboarding time, demonstrating my ability to align operational efficiency with human-centered design.

Prior to that, I led remote expansion and donor engagement at Stovix Charity Foundation, scaling operations across three countries while building systems for feedback, impact tracking, and team alignment. I thrive in environments where ambiguity meets opportunity, whether it’s entering new markets, implementing new tools, or turning customer insights into actionable strategy.

What sets me apart is my blend of strategic vision and hands-on execution. I am as comfortable mapping high-level customer journeys as I am configuring a CRM, coaching a team member, or analyzing dashboards to inform the next best action. I specialize in remote team leadership, workflow automation, retention strategy, and cross-functional partnership, all with the goal of building scalable, sustainable operations that support both business growth and customer loyalty.

I am now seeking to bring my skills to a forward-thinking organization, where I can contribute to a mission-driven culture, help shape the future of customer experience, and support teams in doing their best work wherever they are in the world.

When I’m not working, I enjoy exploring how emerging technologies can enhance human connection, mentoring early-career professionals in CX and ops, and staying curious about the evolving landscape of remote work and digital collaboration.