Customer Experience Manager – Service Excellence at Equity Bank

Job Purpose

The role 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 also leads a CX team and works cross-functionally to ensure consistent delivery of high-quality customer experiences across all channels.

Key Responsibilities and Accountabilities

· 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 principles.

· Lead the Quality Assurance function including service audits, 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.

· 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.

· Provide leadership, coaching and performance management for the CX Service Excellence team.

· Act as a strategic advisor to senior leadership on customer experience risks, opportunities and transformation priorities.

Qualification, Experience, Skills, and Attributes

Education and Experience

· Bachelor’s degree in Business, Management, Marketing or related field.

· Strong understanding of service excellence, governance and customer-centric operating models.

· 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.

Knowledge & 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.