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Manager - Knowledge Management
Equity Bank Kenya
Posted 3 months agoNairobi, Kenya
Location
Nairobi, Kenya
Job Type
Full-time
Experience
Senior
Deadline
April 13, 2026
Category
Banking & Finance
Job Description
Equity Bank is a leading Financial Services Institution operating in Kenya with a diversified business spanning banking, insurance, technology and social enterprises. Anchored on a distinctive Tri-Engine framework of Social, Economic and Sustainability, the Bank's purpose is transforming lives, giving dignity, and expanding opportunities for wealth creation across Africa.
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Requirements
- 5–7 years experience in a financial institution or service-oriented organization
- Demonstrated experience in training content development, facilitation, or knowledge management
- Experience working with CX performance metrics (NPS, CSAT, FCR, complaints analytics)
- Bachelor's degree in a business-related field
- Professional certification in Customer Experience, Training, or Learning & Development is an added advantage
- Strong facilitation, presentation, analytical, and stakeholder engagement skills
- Proficiency in MS Office
Responsibilities
- Maintain, update and continuously improve Customer Experience knowledge repositories, best practice libraries, FAQs and process documentation
- Develop, review and curate engaging Customer Experience training materials, guides and learning resources
- Conduct training needs assessments using CX performance data (NPS, CSAT, FCR, complaints ratio) and business insights
- Coordinate the rollout of Customer Experience training programmes in collaboration with HR Learning & Development
- Facilitate Customer Experience training sessions, workshops and knowledge sharing forums (physical or virtual)
- Track training participation, analyse feedback and prepare reports on training effectiveness
- Champion a culture of continuous learning and knowledge sharing to uplift customer experience standards
