1,178 Experiments jobs in Kenya

Company Description

Onbora is a startup company looking for a UX/UI designer to help in the design procedures for the company. Our company focuses on offering tech solutions for small and medium businesses in Africa.

Role Description

This is a full-time on-site role for a User Experience Designer located in Nairobi. The User Experience Designer will be responsible for applying design thinking to create intuitive and engaging user experiences. Daily tasks include conducting user research, creating visual designs, and developing prototypes. The designer will collaborate with cross-functional teams to ensure the design vision is executed effectively.

Qualifications

• Proficiency in Design Thinking and User Research skills
• Expertise in User Experience (UX) and Visual Design
• Ability to create high-fidelity Prototypes
• Strong problem-solving and analytical skills
• Excellent communication and collaboration abilities
• Bachelor's degree in Design, Human-Computer Interaction (HCI), or related field is preferred
• Experience in a similar role is a plus

We are looking for a part-time/half day client experience manager to support an influencer management agency. The Talent Experience Manager ensures that every creator represented by the agency

feels seen, supported, and valued. Acting as both a concierge and a connector, this person

safeguards the overall experience for our talent community ensuring that every touchpoint

reflects the agency's values of excellence, care, and clarity. They are the agency's

emotional pulse checker and operational bridge, making sure that creators not only feel good

about working with us but are guided through a seamless, professional, and elevated process

at every step.

Your Role in a Nutshell

You'll be the agency's go-to connection for talent - a trusted point of contact who makes sure every interaction feels personal, clear, and cared for. You'll act as both listener and problem-solver: offering support, collecting feedback, and turning insights into actionable improvements and thoughtful moments of care that make every experience seamless and meaningful.

Role Objective

To elevate the end-to-end customer experience through proactive communication, operational excellence, and meaningful relationship-building that reinforces the agency's commitment to premium, people-centered management.

Key Responsibilities

• Conduct light "drive-by" check-ins with clients to maintain a pulse on sentiment, engagement, and satisfaction.

• Identify recurring feedback trends and report insights weekly to the Director of Operations.

• Coordinate milestone recognitions, birthdays, anniversaries, and surprise-and-delight moments that strengthen client relationships.

• Celebrate wins across the roster - gathering success stories, positive feedback, and sharing them internally.

• Review each client's Basecamp project weekly to ensure tasks, timelines, and approvals are current.

• Flag incomplete deliverables or missing uploads to the appropriate manager or campaign lead.

• Confirm campaign folders, briefs, and assets are properly uploaded and organized in Google Drive and Basecamp.

• Monitor daily communication channels to ensure all talent messages receive acknowledgment within 24 hours.

• Maintain a weekly pulse report summarizing sentiment, wins, opportunities, and red flags.

• Partner with Operations to maintain organization and accuracy across all talent spaces.

Skills & Qualifications

• Exceptional written and spoken English with the ability to communicate clearly and professionally with U.S.-based clients.

• 4+ years of experience in client relations, communications, or hospitality preferred.

• Strong emotional intelligence and discretion when handling sensitive information.

• Detail-oriented, proactive, and calm under pressure with excellent organizational habits.

• Based in Kenya (preferred) with the ability to work half days aligned with U.S. Eastern Standard Time (EST).

Deliverables & Expectations

• Daily: Monitor inboxes and communication platforms; ensure no open talent requests are missed.

• Weekly: Deliver a Talent Pulse Report summarizing sentiment, wins, and areas of improvement.

• Monthly: Conduct Basecamp audit across all active talent; identify process inefficiencies or gaps.

• Quarterly: Present recommendations to Operations and Leadership for improving the talent experience.

If this sounds like you - if you're someone who finds joy in building relationships, bringing calm to busy days, and creating exceptional experiences for others - we'd love to hear from you. Send your application to

Job Description
PRIMARY PURPOSE
The Guest Experience team is a high touch guest centric team, dedicated to exceptional guest engagement throughout the guests' journey. From daily support prior to arrival until their day of departure, you will assist in additions/amendments to guests stay and any last-minute changes they encounter. The core purpose of this position is to drive open proactive communication and bespoke service delivery by providing operational excellence to the Wilderness guest.

• This position is based in Nairobi, Kenya

Detailed Responsibilities

• General
• Create seamless service delivery through regular correspondence with guests and agents during travel. Delighting them with high attention while focusing on the intricacies of the guest's journey.
• Maintain effective communication with all journey stakeholders to ensure a smooth & friendly service delivery whilst ensuring all requirements are communicated effectively and efficiently.
• Deal promptly and efficiently with any queries and resolve guest queries during travel.
• Operating according to and in compliance with – WS standards of operations, company policies and procedures, and WS code of conduct.
• Offer highly personalised guest touch-points which generate significant real and perceived value through strong relationships with trade partners.
• Have extensive knowledge of all regions we package, attending all training sessions and site inspections where necessary.
• Analyse guest feedback and provide solutions to ensure continuous improvement towards guest satisfaction and thus positively impacting future travel.
• Pre-Travel
• Send a welcome introduction to all guests out of country prior to their international flight into Africa.
• Proactive communication with the guest using a WhatsApp/email (text-based platform) to maintain effective communication and introduction of their support team including EAH services.
• In collaboration with the Reservations team, use the guest information on the WW, updating the CRM database where necessary, upholding POPI & GDPR compliance from guests.
• Acquiring final flight schedules and monitoring for any last minute tracking changes. Updating if any land arrangements are affected by delays or additional services added.
• Looking for opportunities to enhance itineraries pre-trip, working closely with Guest Ops & AP supplier offerings.
• Ensure guests have the latest updated travel regulations/itinerary changes from the reservations team prior to departure, should any changes happen during travel, work on corrective updates to ensure seamless changes on the ground.
• Ensure advance reconfirmation of services 3 days prior to guests' departure. Ensuring all booking information has been received from the Operations team and is in order with all suppliers.
• During Travel
• Resolve and action all issues during travel ensuring constant communication with the internal stakeholders providing support, offering solutions to guests quickly and efficiently, with the focus of enabling Wilderness to offer an elevated guest experience at each touch point of the trip. For all cost changes work closely with the Reservations teams to keep the booking updated and they will then update the agents where necessary.
• Updating EAH for any after-hours service requirements (evening and weekends)
• Acting as a conduit to ensure the updated guest information/feedback is collected and shared with all relevant parties (WS & DMC offering).
• Using all opportunities to "Surprise and delight" guests through extra care and attention to detail.
• Constant monitoring of flight schedules/tracking for up-to-date connections.
• Working closely with M&G teams, Tours and transfer guides with guests arrival/departure details or any guest itinerary changes.
• Encourage the use of Social Media posts during the guest's trip and tagging Wilderness where possible.
• Work closely with the Wilderness24 incident management team should one of your guests be negatively impacted by an event/issue. Flag and raise any concern around a hazard or incident raised by the guest and not reported elsewhere with Wilderness24. Follow the W24 procedures and be available where necessary once incidents are at play.
• Flag and raise any concern around a complaint raised by the guest to the relevant Reservations Manager, Sales Managers, EAH and Travel Analyst teams.
• Post Travel
• Ensure guest profile information / Feedback is accurately captured and updated in all relevant systems in line with POPI and GDPR compliance.
• Any/All Feedback to be relayed to the necessary stakeholders within the business i.e. Country Operations, Reservations, Sales, Travel Analysts, and Owned Agencies.
• Handover of any action items to Reservations to engage with Trade partners

CANDIDATE PROFILE
Qualification

• Tertiary certificate in Travel & Tourism/hospitality.

Experience

• 3-5 years' experience at a Senior level in Reservations.
• Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
• Computer Literate (Microsoft Office, email, Internet)
• Proven English literacy.
• Working knowledge of TourPlan and WISH or similar booking/operating system.
• General destination knowledge on Southern & East Africa.
• Personal and work travel experience in Southern and East Africa.
• Problem solver and good with guest interaction
• Excellent attention to detail.

Skills
Skills:

• Excellent communication skills both written and oral, in English.
• Foreign language skills advantageous
• Ability to multitask and ensure good time-management
• Aptitude in resolving problems with a customer-based approach

Interests
A passion for wildlife and a commitment to sustainability and conservation.

Apply for this position with us on WhatsApp. Simply send the word 'Hi' to
Apply

We are looking for a Customer Experience Manager - Mobility to join our Mobility team as we scale up and drive digital and financial inclusion across our markets.
As our Customer Experience Manager - Mobility, you will be responsible for developing and executing strategies that deliver seamless, customer-centric experiences across all Mobility Retail outlet service touchpoints.

You will ensure seamless end-to-end motorbikes onboarding, proactively identify and address customer needs, maintain consistent service standards, and use feedback to drive continuous improvement.

By leveraging data insights, process innovation, and cross-functional collaboration, you will enhance customer satisfaction, build brand loyalty, and strengthen our organization's competitive edge.

About Us
In this role, you will be at the forefront of transforming our customer experience across all Mobility Retail outlets. Your primary focus will be maintaining End-to-End Motorbike Onboarding across all retail outlets, ensuring our customers receive exceptional service from the moment they walk through our doors. You will monitor and improve key customer satisfaction metrics including CSAT and NPS scores, using sophisticated feedback mechanisms to identify service gaps and opportunities for enhancement.

Working collaboratively with IT, marketing, product, and sales teams, you will align customer service strategies with broader business goals while designing, testing, and documenting new processes that improve mobility customer onboarding and service delivery. You will develop and deliver comprehensive staff training programs on retail customer service best practices, product knowledge, and process protocols, ensuring our teams are equipped to deliver world-class service.

Your analytical skills will be put to excellent use as you establish and monitor Service Level Agreements (SLAs) to ensure timely and effective customer query resolution, while analyzing customer feedback to generate actionable reports for leadership decision-making. Additionally, you will oversee budget preparation, vendor payments, and financial operations related to M-KOPA Mobility Retail functions, building and maintaining strong vendor relationships.

This is an on-site role, you would be working from our offices in Kenya, partnering with a diverse group of employees from our different markets and locations. You will be reporting to the General Manager while leading a team of Mobility Customer Experience Officers and Mobility Field Service Officers.

Expertise
We are looking for a seasoned professional who can lead, coach, and mentor teams while fostering a high-performance culture through continuous feedback, training, and professional development.

You should have a bachelor's degree in business administration or a related field with 7+ years of experience in customer experience management, retail operations, or related roles.

Your demonstrated ability to lead and train teams with a focus on performance improvement, combined with excellent communication and stakeholder engagement skills, will be essential for success in this role. Technical proficiency in MS Office Suite, Google Suite, and CRM systems (e.g., Freshdesk) is required, along with strong problem-solving ability and a track record of driving data-driven improvements.

Being fluent in both English and Swahili is essential for this role, as you will be working directly with diverse customer bases and team members.

If you thrive in a fast-paced environment where continuous improvement and customer-centricity are at the heart of everything we do, and you are passionate about building exceptional customer experiences that drive business growth, this could be the perfect opportunity for you.

Why M-KOPA?
At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at
m-
.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.
Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for 'recruitment fees', 'processing fees', 'interview fees', or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.
Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

We are a fast‑growing fintech organisation operating across the EMEA region, offering (digital banking / payments / lending / crypto / cross‑border remittance) services. Our mission is to deliver outstanding customer journeys, build trust and deliver value to customers in multiple markets. As we scale, we are seeking a high‑calibre Customer Experience Manager who will lead our customer‑facing experience in EMEA from onboarding through retention, across local languages and cultures

Location: EMEA region (remote or hybrid)

Reports to: Head of Customer Experience / Head of Operations

Employment type: Full‑time

Nationality / Work‑permit requirement: Open to non‑local candidates who hold valid work authorization for the designated EMEA region (or willing to relocate and obtain).

.

As the Customer Experience Manager for EMEA, you will take ownership of the customer journey end‑to‑end for our region. You will lead efforts to design, measure and improve the customer experience across all touch‑points (onboarding, support, product interaction, retention). You will partner with product, operations, marketing, growth and data teams to drive customer satisfaction, loyalty and operational excellence. Being a non‑local hire is acceptable and expected: we value diversity of experience, global / cross‑regional mindset and the ability to adapt to the EMEA context.

• Attend, Map, analyze and optimise the customer journey across the EMEA region: onboarding, usage, support, retention, and advocacy.
• Lead the development and implementation of CX standards, policies and procedures tailored to local markets within EMEA.
• Monitor customer feedback (via NPS, CSAT, customer interviews, reviews) and derive insights to drive improvements.
• Collaborate with product & engineering teams: act as "voice of the customer", feed customer insight into product prioritisation, feature improvements and usability enhancements.
• Measure operational metrics (response times, resolution times, first‑contact resolution, churn/retention, upsell behaviour) and build dashboards/reports for senior stakeholders.
• Manage, coach and develop the customer experience team (or partner with shared service/support centre) in EMEA—setting performance targets, reviewing performance, hiring/training staff.
• Ensure compliance with regional regulatory, privacy and KYC/AML requirements as they affect customer experience flows.
• Build and embed localization in customer journeys: language, culture, payments methods, local regulatory nuance.
• Drive cross‑functional initiatives to improve UX, reduce friction, increase self‑service, automation, and continuous improvement processes.
• Support escalation management: handling high‑severity customer issues and ensuring root‑cause reviews and long‑term fixes.
• Act as change‑agent: evangelize a customer‑centric culture across the organisation.

• Experience in fintech startup or scale‑up environment.
• Understanding of regulatory / financial crime / KYC/AML frameworks in EMEA.
• Experience with multilingual customer support or shared‑services centres.
• Familiarity with product‑led growth, self‑service design, and automation in support.
• Experience with retention / lifecycle management strategies.
• Comfortable working remotely or across time‑zones.

• This role may require occasional travel within the EMEA region.
• Because we are hiring for a non‑local candidate, relocation support may be available (to be discussed).
• Must be legally eligible to work in the given EMEA jurisdiction or willing to relocate and obtain necessary permit.

If you like, I can tailor this further for a specific country in EMEA (e.g., UK/Ireland, Germany, UAE) or for a more senior (Director) or more junior (Associate) level. Would you like me to do that?

• Bachelor's degree (Business, Marketing, Economics or similar); a Master's or MBA is a plus.
• 5+ years of experience in customer experience, customer success, operations or support functions — ideally within fintech, financial services, payments or digital banking.
• Proven track record managing CX/Support teams (preferably across multiple markets or languages).
• Strong analytical capability – comfortable working with data, metrics, dashboards and reporting.
• Familiarity with CRM/ticketing platforms (e.g., Zendesk, Salesforce Service Cloud), and other CX tools.
• Experience working within or managing across the EMEA region (or other multi‑regional remit) and understanding of localisation challenges (languages, culture, payments/regulations).
• Excellent communication skills—written and verbal in English; proficiency in additional EMEA languages (e.g., French, German, Spanish) is highly desirable.
• Ability to work with ambiguity, adapt quickly, set priorities, and implement structure in a fast‑growing fintech environment.
• Strong leadership presence, customer‑centric mindset, and ability to influence cross‑functionally.

• Competitive salary and bonus structure (region‑dependent).
• Remote/hybrid working flexibility across EMEA.
• Opportunity to shape the customer experience for a high‑growth fintech.
• Equity or share‑option scheme.
• Professional development and career progression in an international environment.
• Exposure to diverse markets across EMEA and opportunities for travel.

• Develop and execute a comprehensive guest experience strategy aligned with brand objectives.
• Monitor and analyze guest feedback from various channels (surveys, online reviews, direct comments) to identify areas for improvement.
• Implement service standards and training programs to empower staff to deliver exceptional service.
• Manage online reputation and respond to guest inquiries and feedback promptly and professionally.
• Collaborate with marketing and operations teams to create engaging guest communications and personalized experiences.
• Oversee the development and enhancement of guest-facing technology and digital platforms.
• Identify and implement innovative solutions to anticipate and exceed guest expectations.
• Track key performance indicators (KPIs) related to guest satisfaction, loyalty, and service quality.
• Lead and mentor a remote team of guest experience specialists.
• Stay abreast of industry trends and best practices in customer experience management.

• Bachelor's degree in Hospitality Management, Marketing, Business Administration, or a related field.
• Minimum of 8 years of experience in guest relations, customer experience, or a senior management role within the hospitality industry.
• Proven track record of enhancing guest satisfaction and loyalty.
• Strong understanding of service design principles and customer journey mapping.
• Excellent analytical, problem-solving, and communication skills.
• Proficiency in customer relationship management (CRM) software and feedback analysis tools.
• Demonstrated ability to lead and inspire teams in a remote environment.
• Passion for delivering outstanding service and creating memorable guest experiences.

• Develop and implement cutting-edge guest experience strategies.
• Analyze guest feedback and identify areas for improvement.
• Design and optimize guest journeys across all touchpoints.
• Create and deliver training programs for hospitality staff.
• Establish and maintain high service standards.
• Leverage technology for personalization and service enhancement.
• Monitor and manage online reputation and social media engagement.
• Collaborate with various departments to ensure seamless service delivery.
• Drive innovation in guest service and satisfaction.
• Report on key performance indicators related to guest experience.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 7 years of experience in hospitality, with a focus on guest experience or customer service management.
• Proven success in developing and implementing guest satisfaction strategies.
• Strong understanding of the tourism and hotel industry.
• Excellent analytical and problem-solving skills.
• Exceptional communication, interpersonal, and leadership abilities.
• Proficiency in guest feedback platforms and CRM systems.
• Ability to work independently and manage projects effectively in a remote environment.
• Creative thinker with a passion for exceeding customer expectations.
• Demonstrated ability to influence cross-functional teams.

• Define and implement the overall sound design vision for interactive projects.
• Create and implement high-quality sound effects, ambient audio, and Foley.
• Manage music integration and collaborate with composers.
• Oversee and direct voice recording sessions and casting.
• Integrate audio assets into game engines and interactive platforms using middleware (e.g., Wwise, FMOD).
• Lead, mentor, and inspire a team of sound designers.
• Collaborate closely with game designers, narrative teams, and engineers.
• Conduct sound mixing and mastering to ensure optimal audio quality across various platforms.
• Troubleshoot and optimize audio performance.
• Stay abreast of the latest trends and technologies in sound design and interactive audio.

• Bachelor's degree in Sound Engineering, Music Technology, or a related field, or equivalent professional experience.
• 5+ years of experience in professional sound design for games or interactive media.
• Proficiency with major DAWs (e.g., Pro Tools, Logic Pro, Cubase) and audio editing software.
• Experience with audio middleware such as Wwise or FMOD is essential.
• Strong understanding of acoustics, signal processing, and audio engineering principles.
• Proven leadership and team management skills.
• Excellent creative and technical problem-solving abilities.
• A strong portfolio showcasing exceptional sound design work.
• Ability to work independently and collaboratively in a remote team environment.

We are pleased to announce an exciting opportunity to join our team as guest experience and operations coordinator for our serviced and furnished apartment. We are seeking a dynamic, detail-oriented, and proactive individual to ensure the seamless operation and impeccable standard of our properties.

Key Responsibilities:

You will play a pivotal role in maintaining and elevating the quality of our services. Your duties will include:

1. Front office duties:

2. Process guest check-ins and check-outs.

3. Handle all resident inquiries, requests, and complaints.
4. Manage phone, email, and front desk communications.
5. Maintain daily logs (e.g., maintenance, incidents, messages).
6. Coordinate with housekeeping to prepare apartments for new arrivals.
7. Dispatch and track maintenance requests with the technical team and management
8. Access control
9. Enforce building rules and safety procedures.

2. Vendor Management:

Liaising with service providers (e.g., carpenters, plumbers, cleaners) to negotiate quotes, ensure cost-effectiveness, and maintain high-quality service delivery.

3. Inventory Management:

Conducting regular checks of all apartment units and supplies to ensure inventories are fully stocked, organized, and in perfect condition.

4. Housekeeping Coordination:

Working closely with the housekeeping supervisors to develop cleaning schedules, plan staff rotations, and conduct regular quality inspections to uphold impeccable cleanliness and presentation standards.

5. Quality Assurance:

Ensuring all apartments are updated and well-maintained by supervising work performed by vendors and conducting pre-arrival checks to guarantee they meet high-end standards.

6. Reporting:

Preparing detailed reports on the performance of housekeeping, maintenance, and vendor activities, including recommendations for improvements and identifying future maintenance or upgrade needs.

Ideal Candidate:

The perfect candidate will possess:

• A Diploma in business administration, hospitality Management or related field.
• Basic computer proficiency
• Proven experience (3 years and above) in front desk management and overall operations preferably within hospitality or real estate industry
• Strong negotiation and vendor management skills.
• Excellent organizational, communication, and leadership abilities.
• Ability to multitask, problem-solve, and work efficiently under pressure.
• Keen attention to detail and a commitment to excellence.
• Flexibility to work shifts and be on-call as required to support operational needs

If you are passionate about delivering exceptional guest experiences and thrive in a fast-paced setting, we would love to hear from you