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Senior Manager Customer Experience
Equity Bank Kenya
Posted 3 months agoNairobi, Kenya
Location
Nairobi, Kenya
Job Type
Full-time
Experience
Senior
Category
Customer Service
Job Description
Equity
Bank is a leading
Financial
Services
Institution operating in
Kenya.
The
Senior
Manager
Customer
Experience oversees daily CX team operations and customer interactions to ensure exceptional service delivery across all channels and touchpoints.
This role is responsible for driving service excellence by implementing best practices and standards, collaborating with branches and internal business units to address customer needs, manage relationships, and uphold the bank's reputation.
The role sits within the
Institutional
Banking division.
Education: Bachelor's degree in Business Administration, Marketing, Customer Service Management, Public Relations, or related field from a recognized institution.
Experience: Minimum of 3-6 years of progressive experience in customer experience, customer service management, or related field. At least 2-4 years in a managerial or senior leadership role with direct reports. Demonstrated track record of successfully improving customer satisfaction metrics (NPS, CSAT, CES) and service delivery standards. Experience in managing complaints, regulatory reporting, and compliance in a regulated environment. Strong background in data
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Responsibilities
- Manage daily customer experience operations to ensure customer satisfaction, profitability, and productivity while supporting the CX team to meet departmental KPIs.
- Ensure total customer satisfaction by understanding customer needs, driving best practices in customer experience across all touchpoints, and monitoring customer sentiment to enhance the bank's reputation.
- Monitor and analyse key performance indicators (KPIs) related to customer experience and service delivery, using data-driven insights to make recommendations for continuous improvement.
- Conduct analysis of service quality to identify strengths and areas for development, working in partnership with other teams to address compliance and audit issues.
- Oversee training and development of branch staff and customer service teams, ensuring periodic country-wide training of CX champions to maintain service excellence.
- Prepare and submit timely reports including monthly reports for risk, CX, and compliance, quarterly reports for the regulator, and other business-required documentation.
- Drive innovation and foster a culture of service excellence within the bank to enhance efficiency, productivity, and achieve revenue targets.
- Manage customer complaints resolution and ensure all service standards are regularly reviewed against agreed benchmarks.
How to Apply
Apply through Equity Bank's careers portal on Taleo.
