0 Customer Satisfaction jobs in Kenya

The Senior Customer Experience Designer position supports the development of a holistic customer experience strategy that enables the delivery of positive, meaningful interactions across all customer touchpoints.

Responsible for developing and implementing the Group's customer journey mapping framework to guide mapping and optimizing the end-to-end customer journeys across various touchpoints and channels.

Influence design and prioritization decisions that enhance the customer experience through improvements in products, channels, processes, communications and 'moments that matter' interactions. This role is a key liaison with internal teams such as marketing, business development, product development, operations, finance, etc. to ensure that gaps in the customer experience—wherever they may occur in the journey—are plugged.

Key Accountabilities (Duties and Responsibilities)

Financial:

• Partner with departmental leadership to build an inclusive vision of the end-to-end customer journey that highlights each department's contribution to customer experience excellence. Includes Innovation and Growth teams that will develop solutions for existing customer pain points and drive consistent and synergistic experiences across various customer offerings.
• Develop and maintain effective relationships with key stakeholders to share best practice, drive consistency in resource planning and ensure timely delivery of projects.
• Ensure the long-term business strategy and the customer roadmap are fully aligned.

Products and Processes:

• Identify ideal customer profiles and leverage customer journeys to expose gaps in the customer experience across all touchpoints and across all customers' interactions, transactions, and engagements – from product activation to customer support and exit.
• Analyse and synthesize data to identify and apply key insights and trends from Voice of Customer (VOC) programs, customer complaint data, and primary / secondary research to inform the customer journey roadmaps.
• "Future State Ideation" design experience – facilitate cross-functional ideation sessions, develop future state experience maps, document experience improvements (e.g., capability gap assessment, identifying necessary initiatives and capabilities to bridge gaps), and validate maps and capabilities.
• Partner with Customer Research and Data and Analytics teams to drive an analytical understanding of what matters most to customers, utilizing both existing data and identifying opportunities for new data to better understand the experience across systems, channels and processes from a customer perspective.

Customer:

• Bring the customer to life through the creation of customer personas that identify customer interests, mind-sets and behaviours.
• Create an understanding around customer interactions during the different stages of the lifecycle through the visualization of customer personas and journey maps that capture touchpoints and highlight areas of friction.
• Capture customer pain points and identify gaps between the aspirational customer experience strategy and the reality of the customer journey.

Learning and growth:

• Continuously obtain training to improve relevant skills for delivery of Business Expectations

Ideal Job Specifications:

Academic:

• University Degree – Upper 2nd Class or equivalent.

Professional:

• Customer Journey Mapping certification
• Lean and/or Six Sigma certification or other recognized Business Process Improvement Methodologies.
• MS Office Tools (Word, Excel, PowerPoint, Project, Visio)

Desired work experience:

• 7+ of experience in Financial or Services industry handling customer experience, business development or product development roles
• 4+ years of experience in service design, user-centred design or process reengineering.
• High level of understanding of customer journeys, bank systems in the industry with practical experience in the use of CRMs and other Banking software

Ideal Job competencies

Technical Competencies

• Quality orientation to effectively define and review activities/tasks in a manner that consistently produces processes and procedures that support high quality of service.
• Knowledge and understanding of relevant products and services
• Excellent written and verbal communication skills coupled with good listening and critical reasoning skills.
• Technical skills to effectively perform and guide new system's testing/implementation activities and tasks in a manner that consistently achieves high quality standards or benchmarks
• Good understanding of financial services technology, processes and process improvement techniques
• Ability to create a sense of shared direction among disparate and diverse individual views with good persuasion skills to influence/convince others towards desired behaviour and change acceptance
• Leadership skills to effectively manage/lead a team and deputize for the team leader. Motivates and empowers others in order to reach organizational goals.
• Strategic thinking with a good understanding and application of commercial and financial principles and view of issues in terms of costs, profits, risks, markets and added value.
• Strong planning and organizing skills to effectively manage and deliver on multiple deliverables; organize and schedule events; activities and resources and set up/monitor timescales and plans
• Ability to plan and organize self and work in order to achieve objectives and targets and able to overcome obstacles and move forward
• Experience in the identification, assessment and management of project risks
• Effective training skills

Behavioural Competencies:

• Purposeful Collaboration to leverage the dependencies across the organization and create organization alignment for decision-making and delivery of quality outcomes
• Interpersonal skills to create and maintain relevant business networks; and to effectively communicate with and manage stakeholders who impact performance.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Proactive, confident, energetic and able to work under pressure with a positive attitude; excellent interpersonal skills and good decision making skills

Job Title:
 Assistant Manager – Customer Experience

Location:
 Rafiki Microfinance Bank - Head Office

Department:
Marketing, PR & Customer Experience

Reports To:
Senior Manager Marketing, PR & Customer Experience

Job Summary:
  Responsible for standardizing customer experience across the microfinance bank network to ensure that the team offers top level and efficient service to internal and external customers.

Key Responsibilities:

·   Develop and implement department processes, policies, and procedures to ensure maximum efficiency.

·   Oversee the achievement and maintenance of agreed customer service levels and standards.

·   Develop and monitor Customer Service performance indicators – customer satisfaction index, mystery shopping index, SLAs, TAT standards and provision of weekly and monthly reports.

·   Generate strategic insights from Voice of the Customer studies/surveys done at all customer touch points to improve on product experience.

·   Oversee key processes related to the collection of complaints and general customer feedback and ensure closure.

·   Management of the contact center: Monitor daily call volumes and work flows to ensure timely and effective responses to phone calls, and emails.

·   Train on customer service best practice.

·   Communicate feedback regarding service failures/customer concerns to the top management of the organization.

·   Ensure bi-weekly update of the escalation matrix to drive efficiency.

·   Any other official duty as may be assigned by supervisor.

Qualifications:

1.   Bachelor's degree from a recognized institution in Marketing or a business-related field.

years working experience.

Skills and Competencies:

·   Communication skills

·   Interpersonal skills

·   Problem Solving

·   Analytical

·   Self-Driven

·   Professionalism

·   Innovation

·   Quick thinker

·   Results oriented

·   Computer skills

·   Emotional Intelligence; Dynamic, individual with the ability to work under pressure.

How to Apply

Interested candidates are requested to send their cover letter

and CV to

quoting the position applied for on the e-mail subject on or before 12
th
September 2025
at 5:00pm.

• Develop and execute customer experience strategies to enhance satisfaction and loyalty.
• Map customer journeys and identify key touchpoints for improvement.
• Analyze customer feedback from various channels (surveys, reviews, support interactions).
• Collaborate with cross-functional teams to implement customer-centric initiatives.
• Develop and deliver training programs for customer-facing staff.
• Monitor key customer experience metrics (NPS, CSAT, CES) and report on performance.
• Identify and resolve customer pain points and service issues.
• Champion a customer-centric culture throughout the organization.
• Manage customer feedback platforms and ensure timely responses.
• Stay updated on best practices in customer experience management and industry trends.

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Proven experience in Customer Experience, Customer Success, or a related role.
• Demonstrated success in developing and implementing customer experience strategies.
• Strong understanding of customer journey mapping, user experience (UX), and service design.
• Proficiency in CRM software and customer feedback/analytics tools.
• Excellent analytical, problem-solving, and strategic thinking skills.
• Exceptional written and verbal communication skills.
• Strong leadership and interpersonal skills, with the ability to influence stakeholders.
• Ability to work independently and manage multiple priorities in a remote setting.
• Experience in the relevant industry is a plus.

• Develop and execute a holistic customer experience strategy aligned with business objectives.
• Map current customer journeys and identify pain points and opportunities for improvement.
• Conduct voice of the customer (VoC) research, including surveys, interviews, and feedback analysis.
• Analyze customer data to identify trends, measure satisfaction (CSAT, NPS), and drive actionable insights.
• Collaborate with cross-functional teams (Product, Marketing, Sales, Support) to implement CX improvements.
• Design and oversee the implementation of new CX initiatives and technologies.
• Develop training programs and resources to foster a customer-centric culture throughout the organization.
• Monitor and report on key CX metrics, providing regular updates to senior leadership.
• Manage and mentor a team of customer experience professionals.
• Benchmark best-in-class customer experiences and identify competitive advantages.
• Champion the customer perspective in all strategic decisions and operational processes.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
  
• Troubleshoot customer issues, identify root causes, and provide effective solutions.
  
• Educate customers on product features, services, and best practices.
  
• Process orders, returns, and exchanges with accuracy and efficiency.
  
• Gather customer feedback and relay it to relevant departments for service improvement.
  
• Maintain accurate customer records and documentation.
  
• Proactively identify opportunities to enhance the customer experience.
  
• Collaborate with internal teams to resolve complex customer issues.
  
• Assist in the development and updating of customer support resources.
  
• Strive to exceed customer expectations in every interaction.
  

• High school diploma or equivalent; Bachelor's degree preferred.
  
• Minimum of 3 years of experience in customer service, technical support, or a related field.
  
• Excellent communication and interpersonal skills, with a patient and friendly demeanor.
  
• Strong problem-solving abilities and the capacity to handle difficult situations with professionalism.
  
• Proficiency in customer relationship management (CRM) software and helpdesk systems.
  
• Ability to multitask and manage time effectively in a dynamic environment.
  
• A proactive approach to customer satisfaction and a commitment to continuous improvement.
  
• Experience working in a hybrid or remote work setting is a plus.
  

• Develop and execute customer experience strategies to enhance satisfaction and loyalty.
• Manage and mentor a remote team of customer service representatives, fostering a high-performance culture.
• Analyze customer feedback from various channels (surveys, reviews, support tickets) to identify trends and areas for improvement.
• Define and track key customer experience metrics (NPS, CSAT, churn rate).
• Collaborate with marketing, sales, and product teams to ensure a consistent customer journey.
• Implement initiatives to personalize customer interactions and build strong relationships.
• Resolve complex customer escalations with empathy and efficiency.
• Develop and maintain customer service policies, procedures, and training materials.
• Utilize CRM and customer feedback tools to gather insights and drive action.
• Champion a customer-centric approach throughout the organization.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in customer service management, customer experience, or a related field.
• Proven track record of successfully improving customer satisfaction and loyalty metrics.
• Experience managing remote teams and utilizing virtual collaboration tools.
• Strong understanding of customer service best practices and methodologies.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency with CRM software (e.g., Salesforce, HubSpot) and customer feedback platforms.
• Data analysis skills with the ability to translate insights into actionable strategies.
• Problem-solving abilities with a focus on customer-centric solutions.