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Manager, Digital Channels Business Partner
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
Manager,
Digital
Channels
Business
Partner is responsible for driving and ensuring service excellence across all digital channels and supporting departments.
This role involves partnering with digital channel owners and internal departments to optimize the customer experience across mobile banking, internet banking, USSD, social media, chatbots, and other digital touchpoints.
The
Manager monitors digital customer engagement, implements initiatives to improve digital adoption and self-service resolution rates, and manages quality assurance across all digital interactions.
The role is within the
Institutional
Banking division.
Experience: At least 3-5 years of experience in a customer experience management role, preferably within digital banking, fintech, or financial services. Strong leadership skills with experience managing and developing teams in a digital or omnichannel environment. Ability to analyze digital performance data, identify trends, and implement solutions to improve custom
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Requirements
- Education: Bachelor's degree in Business, Marketing, Customer Experience, Information Technology, or a related field.
Responsibilities
- Maintain high-quality service standards across all digital channels (mobile banking, internet banking, USSD, social media, chatbots, email, and WhatsApp), ensuring consistency and alignment with the bank's overall CX strategy.
- Partner with digital channel owners and internal departments (IT, Payments, Operations, Cards, Treasury, Trade Finance, etc.) to identify customer pain points, drive service improvements, and ensure seamless end-to-end digital customer journeys.
- Lead the recruitment, training, and development of customer experience teams supporting digital channels, ensuring they are equipped with the skills and knowledge to handle digital-first customer interactions and meet performance targets.
- Conduct regular audits of digital channel interactions and departmental service delivery, implementing quality assurance processes to ensure compliance with CX guidelines, SLAs, and service standards.
- Monitor and analyze digital channel performance metrics (NPS, CSAT, FCR, digital adoption rates), using data-driven insights to recommend and implement service improvements.
- Manage escalations and complex customer complaints originating from digital channels, ensuring timely resolution while maintaining high service standards.
- Collaborate with internal teams on new digital product launches and service enhancements, ensuring customer experience perspectives are embedded in product design and rollout.
How to Apply
Apply through Equity Bank's careers portal on Taleo.
