MANAGER, CUSTOMER EXPERIENCE – Drive Excellence in Customer Interaction

Full Time


MANAGER, CUSTOMER EXPERIENCE – Drive Excellence in Customer Interaction

Position: Manager, Customer Experience Type: Full-time Location: Nairobi Closing Date: August 25, 2023 Duty Station: Caritas Microfinance Bank

Job Overview

Are you ready to shape the future of customer interactions? Join us as a Manager of Customer Experience at Caritas Microfinance Bank in Nairobi. As a key player, you will lead the charge in enhancing our customers’ journey through impeccable service delivery. Your strategic thinking, process optimization, and collaboration skills will elevate our customer experience to new heights.

Key Responsibilities

  • Relationships Building: Collaborate with internal and external stakeholders, including Regulators, IT vendors, and operations, to accomplish customer experience goals and address issues promptly.
  • Process Enhancement: Strategize and execute process re-engineering initiatives to ensure seamless interactions that prioritize time, quality, and cost efficiency.
  • Digital Innovation: Team up with other departments to create cutting-edge technological and digital interfaces, revolutionizing how customers experience our services.
  • Analytics and Governance: Develop robust analytics and frameworks for reviewing business performance, translating insights into proposals to refine and elevate customer interactions.
  • Insightful Analysis: Utilize advanced research techniques to quantitatively and qualitatively analyze customer feedback, identify pain points, and optimize their journey.
  • Operational Excellence: Lead the charge in elevating service quality, operational efficiency, and transformative change to delight both external and internal customers.
  • Cultural Transformation: Champion a culture shift that fosters exceptional customer behavior, employee engagement, and consistent service excellence.
  • Market Insights: Manage elements of market research to fuel strategic planning and enhance reporting capabilities across the Bank’s offerings.
  • Collaborative Leadership: Foster teamwork across departments to implement end-to-end customer experience improvements and establish service quality benchmarks.
  • Strategic Alignment: Establish organizational-wide ownership of Customer Experience KPIs, ensuring alignment with broader objectives.
  • Best Practice Adoption: Collaborate with “service champions” to facilitate peer reviews, adopt best practices, benchmark internally and externally, and drive ongoing improvements.
  • Communication Excellence: Develop and manage effective communication channels to keep teams informed and engaged in the service and operational excellence journey.
  • Holistic Approach: Coordinate interdepartmental efforts to ensure a seamless “WOW” end-to-end customer experience that sets us apart.
  • Efficiency Advocacy: Drive process changes that enhance our work organization and functionality delivery while eliminating inefficiencies.
  • Customer-Centric Strategy: Use customer feedback to identify and rectify experience gaps, ensuring we consistently meet and exceed their expectations.
  • Staff Training: Empower the team with up-to-date customer experience best practices to create a culture of excellence.
  • Service Level Agreements: Implement comprehensive bank-wide service level agreements and interdepartmental support systems.
  • Regulatory Compliance: Establish a regulatory compliance tracker specific to customer experience to ensure adherence.
  • Customer Charter: Develop, implement, and maintain the customer charter, outlining our commitment to exceptional experiences.

Qualifications and Experience

  • University degree or equivalent; MBA preferred.
  • A minimum of 5 years in management, preferably in Business or Operations with a customer-centric focus.
  • Certification in service quality is a plus.
  • Proven leadership in driving change and inspiring teams to achieve visionary goals.

Join Our Team

If you are excited to reshape customer interactions and drive transformative change, we encourage you to apply. Please send your application letter and comprehensive CV to Mention the position title in the subject line. Applications close on August 25, 2023. Only shortlisted candidates will be contacted.

EXPERT Tips To Be A Successful Applicant

As you prepare to embark on this exciting journey with us, here are some expert tips to maximize your success:

  1. Highlight Your Leadership: Emphasize your experience in driving change and leading teams to achieve remarkable outcomes.
  2. Demonstrate Customer-Centricity: Showcase instances where you’ve championed customer satisfaction and operational excellence.

  3. Quantify Your Impact: Use specific numbers and metrics to demonstrate the results of your initiatives and improvements.

  4. Tailor Your Application: Craft a personalized application that aligns your skills and experiences with the role’s requirements.

  5. Showcase Adaptability: Share instances where you’ve navigated change and successfully transformed processes.

  6. Detail Your Digital Acumen: If applicable, highlight your involvement in digital initiatives that improved customer experiences.

  7. Express Cultural Alignment: Describe how you align with our vision for a customer-focused culture.

We look forward to receiving your application and the opportunity to welcome you to our dynamic team at Caritas Microfinance Bank!

To apply for this job email your details to

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