Job Purpose

To manage overall end to end customer experience within the bank through all channels using well defined standards and processes. The experience is best judged through the eyes of customers, supported by clear tracking parameters and measurable metrics that gauge performance. The role will drive customer experience function by formulating the Bank’s Customer experience strategy and managing the interactions between the customer and the Bank throughout the customer lifecycle as well as optimizing interactions from the customer’s viewpoint to facilitate loyalty.

Qualification and Experience Requirements

• University degree or equivalent. An MBA will be an added advantage.
• Minimum of 5 years’ experience in management within Business or Operations function with a customer facing bias.
• Appropriate service quality certification will be an added advantage.
• Experience leading change and inspiring teams with an exciting future vision

How To Apply

Interested candidates who meet the criteria above are encouraged to send their application letters and detailed CVs to: Email: recruitment@caritas-mfb.co.ke.
Kindly indicate the position title on the subject line when applying.
Closing date for application will be on 25th August 2023. Only shortlisted candidates will be contacted. For more information, please visit
Kindly send your application letter and detailed CV to recruitment@caritas-mfb.co.ke