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Customer Experience Manager – Service Excellence
Equity Bank Kenya
Posted 4 months agoNairobi, Kenya
Location
Nairobi, Kenya
Job Type
Full-time
Experience
Mid-Level
Category
Customer Service
Job Description
Equity
Bank is a leading
Financial
Services
Institution operating in
Kenya.
The
Customer
Experience
Manager – Service
Excellence is responsible for driving the
Service
Excellence agenda across the bank by embedding strong
Customer
Experience governance, leading quality assurance and performance management, and delivering continuous service and process improvement.
The role leads a CX team and works cross-functionally to ensure consistent delivery of high-quality customer experiences across all channels.
The position is within the
Institutional
Banking division.
Experience: Minimum of 3-5 years experience in banking, financial services, customer experience, operations or service quality. Proven experience leading teams and delivering service excellence or transformation initiatives. Experience working with senior leadership and influencing cross-functional stakeholders. Strong understanding of service excellence, governance and customer-centric operating models.
Knowledge and Skills: Strong leadership and people management skills. Excellent stakeholder engagement and influencing capability. Strong analytical, reporting and problem-solving skills. Ability to translate data into practical actions. Excellent written and verbal communication skills.
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Requirements
- Education: Bachelor's degree in Business, Management, Marketing or related field.
Responsibilities
- Oversee quality assurance programs including mystery shopping, call monitoring and branch assessments.
- Develop, track and report on CX performance metrics including NPS, CSAT, CES, QA scores and complaint turnaround time.
- Produce executive-level CX dashboards and insights to inform management decision-making and drive accountability.
- Identify customer pain points across journeys and lead structured service and process improvement initiatives.
- Provide leadership, coaching and performance management for the CX Service Excellence team.
- Lead the implementation of the Customer Experience Governance Framework across branches, contact center, digital channels and support functions.
- Drive adoption and compliance to service standards, customer charter, complaint management framework and consumer protection requirements.
- Work closely with Operations, Digital, IT, Risk, HR and Business teams to co-create practical experience improvements through CX journey mapping initiatives.
- Embed a strong service excellence culture through staff engagement initiatives, CX Champions, recognition programs and learning interventions.
- Act as a strategic advisor to senior leadership on customer experience risks, opportunities and transformation priorities.
How to Apply
Apply through Equity Bank's careers portal on Taleo.
