NICXI Pan African Diploma in Service Delivery

Open to all African and non-African practitioners

JOIN THE PIOONER FACULTY 

Your experience shaped your career. Now let it shape a generation.

NICXI is assembling a Pan African and global faculty of experienced practitioners to prepare young Africans for professional careers in customer service, customer success, customer relationship management and service delivery.

We are inviting accomplished professionals who can transform real workplace experience into practical, relevant and engaging learning.
This is an opportunity to help build the service talent pipeline Africa’s growing economy needs.

Application closes August 31st,2026
VIRTUAL
PART TIME
SUBJECT-BASED APPOINTMENTS
OPEN TO QUALIFIED AFRICAN & NON-AFRICAN PRACTITIONERS
ABOUT THE PROGRAMME

Building Africa’s next generation of service professionals

The Pan-African Professional Diploma in Service Delivery is a mission-driven professional formation programme developed by Niche Customer Experience (CX) Consulting, an award-winning Pan-African customer experience consultancy, and delivered through the Niche Institute of Customer Experience & Innovation (NICXI).

Designed for young Africans at the threshold of their professional journeys, the programme combines:
  • Structured virtual classroom learning
  • Practical exercises and industry-based assignments
  • A supervised industry internship
  • Professional and career-readiness development
  • Team-based capstone projects
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The programme develops the whole professional: cultural awareness, professional character, technical competence, workplace confidence and practical employability.
Graduates are prepared to contribute across customer service, customer success, CRM, customer operations and related service-delivery roles within Africa’s expanding service economy.
Open to all African and non-African practitioners

WHY A PRACTITIONER FACULTY MATTERS

Are you a seasoned
Service Delivery Practitioner?

Young professionals should learn from people who have done the work. Africa’s future service professionals need more than theories and definitions.
They need to understand:
  • How customers behave in real African markets
  • What happens when service systems fail
  • How frontline and operational teams are managed
  • How cultural, economic & regional differences shape service delivery
  • How technology supports customer relationships
  • How professionals handle difficult decisions, targets &  workplace pressure
  • How service quality is measured
NICXI’s faculty model brings experienced practitioners into the learning process so that students can connect professional concepts with workplace realities.
Faculty members will use sector-specific and regionally relevant examples, cases, exercises and professional experiences to help learners understand not only what to do, but also how and why it works.

THE FACULTY ROLE

Faculty Facilitator

APPOINTMENT TYPE
Part-time, subject-based faculty appointment
DELIVERY MODE
Virtual
LOCATION
Open to qualified African and non-African practitioners
REPORTING LINE
Open to qualified African and non-African practitioners
ENGAGEMENT BASIS
Open to qualified African and non-African practitioners

Faculty appointments will be made according to programme requirements, professional expertise, subject alignment and availability.

Applicants may be considered for one or more approved subject areas.

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FACULTY RESPONSIBILITIES

Deliver practical, relevant and high-quality learning

Learning delivery

Faculty members will facilitate assigned subjects in accordance with the approved curriculum, learning outcomes and programme standards.


Delivery should:
  • Translate professional concepts into practical workplace application
  • Use relevant African examples and case studies
  • Reflect sector and regional realities
  • Encourage learner participation and critical thinking
  • Connect each subject to the realities of service organisations
  • Support learners with different levels of professional exposure

Delivery may involve recorded teaching, live virtual facilitation or a combination of both.

Learner mentoring and feedback

Faculty members will provide constructive guidance on individual and group learner work.


This may include:
  • Clarifying professional concepts
  • Reviewing practical exercises
  • Providing developmental feedback
  • Guiding group projects
  • Supporting learners to connect theory with professional practice
  • Encouraging professional confidence, responsibility and reflective learning

Assessment

Faculty members may be required to:

  • Grade assigned assessments using the approved assessment framework
  • Apply marking guides and rubrics consistently
  • Provide clear and constructive learner feedback
  • Submit completed assessment reviews within stipulated timelines
  • Participate in assessment moderation or faculty-calibration sessions
  • Support internship assignments or capstone evaluation where appointed
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FACULTY CONTRIBUTION OPTIONS

Contribute in the way that best reflects your expertise.

Depending on programme needs, selected faculty members may participate through one or more contribution models. 

  1. Recorded Subject Faculty: Develop and deliver the complete recorded learning contribution for an assigned subject.
  2. Live Subject Faculty: Facilitate the approved live virtual learning engagements connected to an assigned subject.
  3. Recorded and Live Subject Faculty: Deliver both the recorded and live learning components for an assigned subject.
  4. Assessment Faculty: Review learner tests, assignments, practical work or group projects using approved assessment criteria.
  5. Internship and Capstone Faculty: Support internship-related assignments, learner reflection, team capstone projects or final presentations.
  6. Guest Faculty: Contribute specialist perspectives, sector cases, leadership conversations or focused masterclasses.

Not every appointed faculty member will perform every function. The final scope will be defined in the faculty engagement letter. 

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WHO WE ARE LOOKING FOR

Experienced practitioners who can transfer knowledge not only present information.

NICXI is seeking faculty members with expertise in areas such as:

  • Customer service and support
  • Digital customer support
  • Service measurement and performance analytics
  • Customer experience management
  • Omnichannel service delivery
  • Workplace communication and employability
  • Customer success
  • Complaint management and service recovery
  • Professional ethics and workplace conduct
  • Customer relationship management
  • Service quality and quality assurance
  • Leadership and team management
  • Service operations
  • Customer research and Voice of the Customer
  • Learning and development
  • Contact-centre management
  • Customer-data management and CRM technology
  • Service delivery across specific African industries

Relevant sectors may include banking, insurance, fintech, telecommunications, technology, healthcare, retail, e-commerce, hospitality, logistics, energy, education, public services and professional services.

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MINIMUM REQUIREMENTS

Academic qualifications

Applicants should possess:
  • A bachelor’s degree in a relevant discipline
  • A postgraduate diploma, honours degree or master’s degree is strongly advantageous
  • Formal teaching, training, coaching or facilitation experience
  • A recognised teaching or training qualification—such as a PGCE, Train-the-Trainer certification or equivalent—is an added advantage.

Registration or membership with a relevant professional body is also advantageous.

Professional experience

Applicants should demonstrate:
  • A minimum of ten years of verified professional experience
  • Relevant experience in customer service, customer experience, customer success, CRM, service operations or a related discipline
  • Exposure to multichannel service environments, including contact centres, digital platforms and in-person service delivery
  • A record of measurable impact on service quality, customer satisfaction, operational performance or team capability
  • The ability to provide relevant workplace examples and African case studies

Experience working in two or more African national or regional contexts is an added advantage.
Relevant evidence may include improvements in CSAT, NPS, First Contact Resolution, service quality, customer retention, complaint resolution, employee performance or operational efficiency.

Teaching and facilitation experience

Applicants should have:
  • A minimum of five years of training, facilitation, lecturing, coaching or professional-development experience
  • Experience facilitating blended or virtual learning
  • The ability to engage learners through virtual platforms
  • Experience developing or contributing to learning content, assessments, simulations or case studies
  • The ability to provide constructive learner feedback
  • Experience designing or moderating formative and summative assessments
  • An understanding of outcomes-based learning or assessment principles

Faculty members must also demonstrate professional communication, reliability, respect for deadlines and willingness to work within the approved programme structure.
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WHAT NICXI EXPECTS FROM ITS FACULTY

Expertise with humility. Experience with responsibility.

NICXI faculty members are expected to:

  • Respect the diversity of learners across African countries
  • Create an inclusive and professionally safe learning environment
  • Avoid discriminatory, dismissive or culturally insensitive language
  • Protect confidential learner and programme information
  • Respect intellectual-property and content-use requirements
  • Deliver agreed work within approved timelines Participate in faculty orientation and quality-calibration activities
  • Use approved curriculum materials and learning outcomes
  • Declare potential conflicts of interest
  • Represent NICXI and the programme professionally

The faculty role is not an open platform for promoting personal businesses, unrelated products or commercial services to learners.

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PIONEER FACULTY HONORARIUM

A transparent, mission-aligned faculty model

The NICXI Professional Diploma is being developed as a self-funded, practitioner-led educational initiative.


Faculty appointments for the pioneer programme are structured as professional honoraria in recognition of the expertise, time and intellectual contribution of participating practitioners.

Faculty Contribution | Pioneer Honorarium

$50 per subject
Complete recorded subject contribution
$50 per subject
Complete live subject contribution
$75 per subject
Complete recorded and live subject contribution
$50 per cohort
Internship assignment and/or capstone contribution

Honoraria are paid per completed subject area, not per individual lesson, module, video or live session.

A subject may include several modules, lessons, recordings or live learning engagements, depending on the approved programme design.

Faculty members appointed to contribute to more than one subject will receive the applicable honorarium for each completed subject.
Payment may be made in US dollars or the applicable local-currency equivalent, according to the arrangements stated in the faculty engagement letter.


Important context

The pioneer honorarium reflects the programme’s current self-funded and institution-building stage.

It is not presented as the faculty member’s normal commercial consulting, speaking or professional training fee.

The framework will be reviewed as student enrolment, institutional partnerships, sponsorship and programme funding grow. Submission of an application does not constitute a faculty appointment. Shortlisted applicants will receive the proposed subject allocation, learning outcomes, delivery requirements, timeline and full engagement terms before confirming participation.

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WHY JOIN THE NICXI FACULTY?

Build more than a course. Help build a profession.

Faculty participation provides an opportunity to:

Shape Africa’s service workforce

Help young people enter the workplace with stronger skills, professional discipline and confidence.

Transfer knowledge beyond one organisation

Turn years of experience into learning that can influence professionals across multiple countries and sectors.

Contribute African cases and perspectives

Help ensure that professional service education reflects the realities of African customers, organisations and economies.

Join a Pan-African practitioner community

Collaborate with faculty members, mentors, industry partners and service leaders across the continent.

Strengthen your professional legacy

Move beyond individual career achievement by helping prepare those coming behind you.

Participate in institution-building

Contribute to a long-term professional pathway rather than a one-off training intervention.

FREQUENTLY ASKED QUESTIONS

Questions we hear most often.

Still have questions?

Is this a full-time role?

No. Faculty appointments are part-time and based on an assigned subject, assessment, internship or capstone contribution.

Is the role virtual?

Yes. Programme delivery and faculty coordination are primarily virtual.

Can I apply from any country?

Yes. Qualified practitioners from African and non-African countries may apply. Practitioners in the African diaspora with relevant African-market experience may also be considered.

Do I have to deliver both recorded and live learning?

No. Applicants may be considered for recorded delivery, live facilitation or both, depending on subject requirements and availability.

How is a subject different from a module?

A subject is the complete approved area of faculty contribution. It may include several modules, lessons, recordings or live learning engagements. The honorarium is paid for the completed subject contribution rather than each individual module or session.

Will faculty members develop the curriculum?

The core curriculum and learning outcomes are provided by NICXI. Some faculty members may be invited to review, strengthen or co-develop subject content, assessments, cases or practical exercises.

Are faculty members paid per learner?

No. Pioneer faculty honoraria are based on the agreed faculty contribution rather than the number of learners enrolled.

When will honoraria be paid?

The applicable payment milestone and payment method will be stated in each faculty member’s engagement letter.

Does applying guarantee an appointment?

No. Applications will be reviewed according to programme needs, subject availability, expertise, delivery experience and alignment with NICXI standards.

Can I teach more than one subject?

Yes. Faculty members may be appointed to more than one subject where their expertise and availability align with programme requirements.

Will I receive recognition as a NICXI faculty member?

Confirmed faculty members who complete their agreed contributions will be recognised as members of the pioneer NICXI Professional Diploma faculty.

—SCHOLARSHIP & SPONSORSHIP

Invest in Africa's
next generation of
service professionals.

10 tracks to partner with NICXI in closing Africa's service talent gap.
From scholarship funding to technology integration to internship hosting.
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Course Sponsorship

Brand and thought leadership integrated into curriculum content and materials.

Scholarship Sponsorship

Fund full or partial fees for talented young Africans who cannot afford the programme.

Technology Sponsorship

Embed your platform in the curriculum and develop a pipeline of trained future users.

Corporate Sponsorship

Branding, visibility, co-branding  and direct access to the diploma talent pipeline.

Government Sponsorship

Fund cohorts to address youth unemployment and service-quality mandates directly.

Internship  Hosting

Receive pre-trained, diploma-track students for structured 6-month placements with defined KPIs.

Foundation/NGO Sponsorship

Fund cohorts to address youth unemployment and service-quality mandates directly.

Individual Sponsorship

Sponsor the full programme costs i.e tuition, technology access, and internship support  for one or more students.

—PARTNER WITH NICXI

Let's build this together.

Whether you're a corporation, a government body, a foundation, or an individual who believes in African talent; there is a partnership track designed for you. Reach out to discuss your sponsorship options and receive the full Sponsorship Prospectus.
  • hello@nichecx.com
  • nicxi.org · Cohort 1 · January 2027
  • Applications close 16th November 2026
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