11 Customer Experience Director jobs in Kenya
Senior UX/UI Designer - Remote User Experience
40100 Kisumu
KES7000000 Annually
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Posted 2 days ago
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Job Description
Our client is seeking a talented and experienced Senior UX/UI Designer to create intuitive, engaging, and visually appealing user experiences for their digital products. This is a fully remote role, allowing you to contribute your design expertise from any location. You will be responsible for the entire design process, from user research and wireframing to prototyping and high-fidelity visual design. The ideal candidate will possess a strong portfolio showcasing a deep understanding of user-centered design principles, interaction design, and visual design. Proficiency in design and prototyping tools such as Figma, Sketch, Adobe XD, and InVision is essential. You will collaborate closely with product managers, developers, and stakeholders to translate user needs and business requirements into elegant design solutions. Responsibilities include conducting user research, creating user flows, designing intuitive interfaces, conducting usability testing, and iterating on designs based on feedback and data. This role requires a creative problem-solver with excellent communication skills, a keen eye for detail, and the ability to champion user needs within a cross-functional team, all while thriving in a remote work environment.
Key Responsibilities:
Key Responsibilities:
- Conduct user research and analyze user behavior to inform design decisions.
- Create user personas, user journeys, and wireframes.
- Design intuitive and user-friendly interfaces (UI).
- Develop interactive prototypes for user testing and stakeholder review.
- Create high-fidelity visual designs and style guides.
- Collaborate with product managers and engineers to implement designs.
- Conduct usability testing and gather user feedback.
- Iterate on designs based on user feedback and performance data.
- Ensure consistency in design language and user experience across products.
- Stay updated with the latest UX/UI trends and best practices.
- Bachelor's degree in Design, Human-Computer Interaction, or a related field.
- Minimum of 5 years of experience in UX/UI design.
- Strong portfolio showcasing a range of design projects and problem-solving abilities.
- Proficiency in design and prototyping tools (Figma, Sketch, Adobe XD, etc.).
- Deep understanding of user-centered design principles and methodologies.
- Experience with user research and usability testing.
- Excellent visual design skills and attention to detail.
- Strong communication and collaboration skills.
- Ability to articulate design decisions clearly.
- Experience working in an Agile development environment is a plus.
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0
Customer Experience Manager
30300 Kipreres
KES90000 Annually
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Posted today
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Our client is seeking a passionate and strategic Customer Experience Manager to elevate their customer service standards. This is a fully remote position, allowing you to work from any location within Kenya. You will be responsible for designing, implementing, and managing strategies that enhance the overall customer journey and satisfaction. This role involves analyzing customer feedback, identifying pain points, and developing solutions to improve service delivery. You will lead a remote team of customer support professionals, fostering a culture of exceptional service and continuous improvement. Key responsibilities include developing customer service policies, training materials, and performance metrics. You will also be instrumental in managing customer escalations and ensuring timely and effective resolutions. The ideal candidate will possess a deep understanding of customer relationship management (CRM) principles and a proven ability to drive positive customer outcomes. Your insights into customer behavior will be critical in shaping our client's service offerings. You will work closely with marketing, sales, and product development teams to ensure a cohesive customer experience across all touchpoints. This role requires strong leadership, communication, and analytical skills, with a demonstrated ability to inspire and motivate a remote workforce. You will be responsible for monitoring key customer experience metrics and reporting on trends and improvement initiatives. This is an exciting opportunity for an experienced professional to make a significant impact on customer loyalty and retention in a fully remote capacity. The ability to champion customer needs and advocate for their satisfaction is paramount. You will contribute to the strategic direction of customer service operations, ensuring alignment with business objectives. Your experience in managing customer service in a digital-first environment will be a valuable asset. This role is based in the vibrant area of Kitale, Trans-Nzoia, KE , offering a challenging and rewarding remote work experience.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Develop and implement customer experience strategies to enhance satisfaction and loyalty.
- Manage and mentor a remote customer support team, setting performance goals and providing feedback.
- Analyze customer feedback, identify trends, and implement improvements to service delivery.
- Oversee customer escalation processes, ensuring timely and effective resolutions.
- Create and maintain customer service policies, procedures, and training programs.
- Monitor key customer experience metrics (e.g., NPS, CSAT) and report on performance.
- Collaborate with cross-functional teams to ensure a seamless customer journey.
- Identify opportunities for process optimization and technology adoption to improve customer service.
- Champion a customer-centric culture throughout the organization.
- Stay abreast of industry best practices and emerging trends in customer experience management.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Minimum of 4 years of experience in customer service management or customer experience roles.
- Proven track record of developing and implementing successful customer experience strategies.
- Strong leadership, coaching, and team management skills.
- Excellent analytical and problem-solving abilities.
- Proficiency in CRM software and customer feedback platforms.
- Exceptional communication and interpersonal skills.
- Ability to thrive in a fully remote work environment and manage a distributed team.
- Experience in developing and delivering training programs is a plus.
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1
Senior Customer Experience Manager
40300 Mumbuni
KES4000000 Annually
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Posted 1 day ago
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Our client, a rapidly growing customer-centric organization, is seeking a strategic and empathetic Senior Customer Experience Manager for a fully remote position. This role is pivotal in shaping and enhancing the customer journey across all touchpoints, ensuring exceptional service delivery and fostering strong customer loyalty. You will lead initiatives aimed at improving customer satisfaction, reducing churn, and driving positive brand perception. Key responsibilities include:
- Developing and implementing a comprehensive customer experience strategy aligned with business goals.
- Analyzing customer feedback, journey maps, and data to identify pain points and areas for improvement.
- Designing and optimizing customer support processes, workflows, and agent training programs.
- Leading and mentoring a team of customer support professionals in a remote environment.
- Implementing and managing customer relationship management (CRM) systems and tools.
- Collaborating with product, marketing, and sales teams to ensure a seamless customer experience.
- Developing and tracking key performance indicators (KPIs) related to customer satisfaction, loyalty, and support efficiency.
- Championing a customer-first culture throughout the organization.
- Staying updated on best practices in customer experience management and industry trends.
- A Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- A minimum of 6 years of experience in customer experience, customer service management, or a related field.
- Proven experience in developing and executing successful customer experience strategies.
- Strong understanding of customer journey mapping, service design, and CRM principles.
- Excellent leadership, coaching, and team management skills.
- Exceptional communication, interpersonal, and problem-solving abilities.
- Proficiency in customer support software and analytics tools.
- A passion for delivering outstanding customer service and a deep understanding of customer needs.
- The ability to thrive and lead effectively in a fully remote work environment.
This advertiser has chosen not to accept applicants from your region.
2
Remote Customer Experience Advocate
20100 Mwembe
KES55000 Annually
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Posted 2 days ago
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Job Description
Our client is looking for a motivated and customer-centric Remote Customer Experience Advocate to join their dynamic support team. This is a fully remote position where you will be the first point of contact for customers, providing exceptional service and resolving inquiries across various communication channels, including email, chat, and phone. Your primary responsibilities will include understanding customer needs, troubleshooting technical issues, guiding users through product features, and escalating complex problems to the appropriate departments. You will play a crucial role in enhancing customer satisfaction and loyalty by delivering timely, accurate, and personalized assistance. The ideal candidate is an excellent communicator, both written and verbal, with a patient and empathetic approach. Strong problem-solving skills and the ability to multitask effectively in a fast-paced virtual environment are essential. You should be proficient with customer relationship management (CRM) software and familiar with online collaboration tools. This role requires a proactive attitude, a keen eye for detail, and a commitment to continuous learning about our client's products and services. You will contribute to building positive customer relationships, gathering feedback to improve service offerings, and ensuring a seamless support experience for all users. This is an excellent opportunity to build a career in customer service within a flexible, remote setting, contributing directly to the company's success and customer retention.
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3
Senior Remote Customer Experience Manager
01000 Witeithie
KES120000 month
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Posted today
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Job Description
Our client is seeking a strategic and results-oriented Senior Remote Customer Experience Manager to lead and elevate their customer service operations. This is a pivotal, fully remote role where you will be instrumental in shaping and implementing strategies to deliver exceptional customer journeys. You will oversee the customer support team, drive initiatives for service improvement, and ensure customer satisfaction is paramount. We are looking for a leader with a proven track record in customer experience management, excellent communication skills, and a deep understanding of customer service best practices. Your ability to motivate a remote team and implement data-driven improvements will be key to success.
Key Responsibilities:
Key Responsibilities:
- Develop and execute a comprehensive customer experience strategy aligned with business objectives.
- Lead, manage, and mentor a remote customer support team, fostering a high-performance culture.
- Monitor customer service performance metrics and implement strategies for continuous improvement.
- Analyze customer feedback, identify trends, and proactively address areas of concern.
- Design and optimize customer support processes and workflows to enhance efficiency and effectiveness.
- Implement and manage customer relationship management (CRM) systems and other customer service tools.
- Develop training programs for customer service representatives to ensure consistent service delivery.
- Act as a key liaison between customer support and other departments (e.g., Product, Sales, Marketing).
- Identify opportunities for proactive customer engagement and retention initiatives.
- Manage escalated customer issues and ensure timely and satisfactory resolution.
- Champion a customer-centric mindset throughout the organization.
- Report on key customer experience metrics and insights to senior leadership.
- Stay abreast of industry best practices and emerging trends in customer experience management.
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field. Master's degree preferred.
- Minimum of 6 years of progressive experience in customer service, customer experience, or a related management role.
- Proven experience in managing and leading remote teams effectively.
- Demonstrated success in developing and implementing customer experience strategies.
- Strong understanding of CRM systems and customer service software.
- Excellent analytical, problem-solving, and decision-making skills.
- Exceptional communication, interpersonal, and presentation skills.
- Ability to inspire and motivate teams in a virtual environment.
- Strategic thinker with a data-driven approach to decision-making.
- Experience in creating and delivering customer service training programs.
- Customer-focused with a passion for delivering outstanding service.
This advertiser has chosen not to accept applicants from your region.
4
Lead Customer Experience Manager (Remote)
20200 Kapsuser
KES2800000 Annually
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Posted today
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Job Description
Our client, a growing technology company, is seeking an experienced and empathetic Lead Customer Experience Manager to join our fully remote customer support division. This role is central to fostering exceptional customer satisfaction and loyalty by defining and implementing best-in-class customer service strategies. You will lead a distributed team of customer support specialists, ensuring they provide timely, accurate, and friendly assistance across multiple channels, including email, chat, and phone. The ideal candidate possesses a deep understanding of customer journey mapping, service recovery techniques, and CRM systems. Responsibilities include developing customer service policies and procedures, training and coaching the support team, monitoring key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores (CSAT). You will also be responsible for analyzing customer feedback to identify trends and areas for improvement, and collaborating with product and engineering teams to resolve complex customer issues. This is a completely remote position, demanding excellent leadership, communication, and problem-solving skills. You must be adept at motivating a virtual team and fostering a positive, customer-centric culture. Experience in managing remote support teams and utilizing helpdesk software is essential. Join us in creating outstanding customer experiences that drive retention and advocacy, all from the convenience of your home office. Your dedication to customer success will be instrumental in building strong, lasting relationships with our user base, ensuring satisfaction and resolving issues efficiently for customers who may be interacting with services connected to the region of Kericho, Kericho, KE .
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5
Remote Hospitality Customer Experience Specialist
80201 Nairobi, Nairobi
KES60000 month
WhatJobs
Posted 2 days ago
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Job Description
Our client is looking for an enthusiastic and customer-centric Remote Hospitality Customer Experience Specialist to enhance guest satisfaction and drive positive reviews. This is a fully remote position, allowing you to connect with travelers from anywhere. You will be the first point of contact for guests, addressing inquiries, resolving issues, and providing exceptional service throughout their stay. Your role involves managing online bookings, responding to feedback, and contributing to the overall guest experience strategy. This is a fantastic opportunity to be part of the vibrant tourism sector in **Malindi, Kilifi, KE** while working remotely.
Key Responsibilities:
Key Responsibilities:
- Manage and respond to guest inquiries via email, phone, and social media platforms promptly and professionally.
- Process bookings, modifications, and cancellations with accuracy.
- Handle guest complaints and resolve issues efficiently to ensure customer satisfaction.
- Gather and analyze customer feedback to identify areas for improvement in service delivery.
- Proactively engage with guests to offer personalized recommendations and enhance their experience.
- Maintain accurate guest records and update information in the property management system.
- Assist in developing and implementing customer service protocols and training materials.
- Monitor online review sites and respond to guest feedback.
- Collaborate with other departments to ensure a seamless guest journey.
- Contribute to creating a positive and memorable experience for every guest.
- Proven experience in customer service, preferably within the hospitality or tourism industry.
- Excellent communication skills, both written and verbal, with a strong command of English.
- Customer-focused attitude with a passion for service excellence.
- Proficiency in using reservation systems and CRM software.
- Ability to multitask, prioritize, and manage time effectively in a remote setting.
- Problem-solving skills and the ability to remain calm under pressure.
- Familiarity with online travel agencies (OTAs) and review platforms is an advantage.
- A reliable internet connection and a dedicated workspace are essential.
- Ability to work flexible hours, including weekends and holidays, as needed.
- A proactive approach to problem-solving and guest engagement.
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6
Remote Customer Experience Manager - Hospitality Sector
40100 Kisumu
KES180000 Annually
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Posted 1 day ago
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Job Description
Our client is seeking a dedicated and visionary Remote Customer Experience Manager to enhance the guest experience across their hospitality operations. This is a fully remote position requiring a passionate individual who can virtually lead a team and implement strategies to ensure exceptional service delivery. You will be responsible for designing and executing customer experience initiatives, analyzing feedback, and driving improvements in guest satisfaction and loyalty. This role involves close collaboration with various departments, including marketing, operations, and front-line staff, to ensure a consistent and positive customer journey. The ideal candidate will have a deep understanding of the hospitality industry, a strong grasp of customer service principles, and the ability to manage and motivate a remote team effectively. You will be expected to leverage data and insights to identify trends, personalize guest interactions, and resolve customer issues promptly and efficiently. Key responsibilities include developing customer service standards, training remote staff on service protocols, and implementing feedback mechanisms. Success in this role hinges on your ability to create memorable experiences, build strong customer relationships, and contribute to the overall success of the business through superior guest service. This is an excellent opportunity to shape the customer experience in a dynamic and growing sector, working entirely from a remote location. You will need to be proactive, empathetic, and possess excellent communication skills to thrive in this position. The focus will be on creating a seamless and delightful experience for every guest, regardless of their interaction point.
Responsibilities:
Responsibilities:
- Develop and implement strategies to enhance customer experience in the hospitality sector.
- Manage and mentor a remote team of customer service professionals.
- Analyze customer feedback and data to identify areas for improvement.
- Design and deliver customer service training programs for remote staff.
- Ensure consistent delivery of high-quality service across all touchpoints.
- Collaborate with internal teams to address customer concerns and implement solutions.
- Monitor customer satisfaction metrics and report on key performance indicators.
- Develop loyalty programs and initiatives to increase guest retention.
- Stay updated on industry trends and best practices in customer experience management.
- Troubleshoot and resolve customer complaints in a timely and professional manner.
- Bachelor's degree in Hospitality Management, Business, or a related field.
- Minimum of 5 years of experience in customer experience management, preferably within the hospitality industry.
- Proven experience managing remote teams and delivering exceptional customer service.
- Strong understanding of customer journey mapping and service design.
- Excellent communication, interpersonal, and leadership skills.
- Proficiency in CRM systems and customer feedback platforms.
- Ability to analyze data and translate insights into actionable strategies.
- Passion for delivering outstanding guest experiences.
- Adaptability and problem-solving skills in a remote work environment.
This advertiser has chosen not to accept applicants from your region.
7
Senior Customer Experience and Support Lead
80100 Mombasa, Coast
KES550000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client is a customer-centric technology company seeking a highly motivated and experienced Senior Customer Experience and Support Lead to manage and enhance their global customer support operations, all within a fully remote framework. This role requires a passion for delivering exceptional customer service, a strategic mindset for improving support processes, and strong leadership skills to guide a distributed support team. You will be instrumental in shaping the customer journey and ensuring client satisfaction.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Develop and implement customer support strategies, policies, and procedures to ensure consistent, high-quality service delivery across all channels.
- Manage and mentor a team of remote customer support representatives, providing training, coaching, and performance feedback.
- Oversee the daily operations of the customer support department, ensuring efficient ticket resolution and customer issue management.
- Analyze customer feedback, support metrics, and trends to identify areas for improvement in products and services.
- Implement and optimize customer support tools and technologies, such as CRM systems, helpdesk software, and knowledge bases.
- Develop and maintain comprehensive support documentation, FAQs, and self-service resources.
- Act as a point of escalation for complex customer issues, resolving them in a timely and effective manner.
- Collaborate with product management, engineering, and marketing teams to advocate for customer needs and drive product enhancements.
- Establish and monitor key performance indicators (KPIs) for customer satisfaction, response times, and resolution rates.
- Contribute to building a strong, positive, and customer-focused company culture.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service, customer support, or a related role, with at least 2 years in a leadership or supervisory capacity.
- Proven track record of developing and implementing successful customer support strategies.
- Strong understanding of customer service best practices and CRM/helpdesk software.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to empathize with customers and effectively de-escalate challenging situations.
- Experience in managing and motivating remote teams is essential.
- Proficiency in data analysis and reporting for customer support metrics.
- A passion for technology and a commitment to delivering outstanding customer experiences.
- Must be highly organized, self-disciplined, and proficient in managing time and tasks in a remote work setting.
This advertiser has chosen not to accept applicants from your region.
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