SENIOR MANAGER CUSTOMER EXPERIENCE at Equity Bank

Job Purpose

The Senior Customer Experience Manager 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.

Key Responsibilities and Accountabilities

· 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.

· Log, monitor, and resolve all customer complaints/queries promptly within contracted timeframes, ensuring fair outcomes and 100% compliance with Consumer Protection Policy and regulatory requirements.

· Arrange client visits and events to maintain close relationships, conduct service reviews, and implement corrective measures based on customer feedback.

· Establish, manage, and monitor Service Level Agreements (SLAs) with internal customers, measuring performance regularly against agreed standards.

· 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.

Qualification, Experience, Skills, and Attributes

Education and Professional Experience

· Bachelor’s degree in business administration, Marketing, Customer Service Management, Public Relations, or related field from a recognized institution

· Minimum of 3-6years of progressive experience in customer experience, customer service management, or related field in a reputable organization

· 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 analysis, performance monitoring, and KPI management

Technical Skills & Knowledge:

· Proficiency in Customer Relationship Management (CRM) systems and customer feedback tools

· Strong knowledge of customer experience best practices and service design principles

· Understanding of regulatory requirements related to consumer protection and banking operations

· Advanced skills in Microsoft Office Suite (Excel, PowerPoint, Word) for reporting and presentations

· Experience with data analysis tools and business intelligence platforms

· Knowledge of service recovery frameworks and complaint management systems

Core Competencies

· Strong leadership and team management skills

· Excellent communication and interpersonal skills

· Strategic thinking and problem-solving abilities

· Data analysis and reporting proficiency

· Customer-centric mindset with focus on service excellence

· Strong understanding of regulatory compliance and consumer protection

· Project management and organizational skills

· Ability to work under pressure and meet tight deadlines

· Proficiency in CRM systems and customer feedback tools

· Change management and innovation capabilities