Customer Experience Insights Manager

Job Title: Customer Experience Insights Lead

Job Summary

Lead the development and execution of the Customer Experience (CX) Insights strategy for Business and Corporate segments, aligning to the bank’s customer-centric vision and business objectives. Leverage customer data, feedback, and analytics to generate actionable insights that drive improved customer satisfaction, loyalty, and commercial outcomes. Define, track, and report on key CX metrics (e.g., NPS, Customer Effort, Key Value Drivers) to monitor performance and inform decision-making. Identify customer pain points across end-to-end journeys and lifecycle stages, and recommend data-driven improvements to enhance experience and efficiency. Drive cross-functional collaboration with Product, Operations, Digital, and Relationship teams to embed customer insights into solution design, delivery, and continuous improvement. Lead customer journey mapping and re-engineering initiatives to eliminate inefficiencies, reduce friction, and improve overall service delivery. Continuously benchmark against local and global CX best practices and market trends to inform innovation and competitive positioning. Promote a strong culture of customer-centricity across the organization, ensuring decisions are guided by customer needs and insights. Ensure all CX insight activities adhere to governance, risk, and compliance frameworks, in line with regulatory requirements and internal policies. Support the bank’s strategic priorities including growth, digital transformation, and financial inclusion through insight-led initiatives.

Key Responsibilities

Voice of the Customer Review & Management (50%)

• Drive the radical focus on service delivery across all customer touch points using data from customer surveys and in-house complaints.
• Track customer experience and satisfaction scores and initiate improvement actions with the relevant business units.
• Working with technology, identify opportunities for the implementation of new technologies to enhance constant collection of customer feedback.
• Work in collaboration with key stakeholders including Segment Managers to drive the development of customer journeys and lifecycles for each customer segment, towards improving our customer relationships and building customer loyalty.
• Work in collaboration with key stakeholders to ensure clear follow-up of customer complaints raised in surveys and feedback.
• Design ongoing customer feedback mechanisms to ensure a continuous improvement feedback approach.
• Ensure up-to-date local and global market and industry data on customer experience is maintained, to aid in advising the business on best practices for adoption. Monitor what the marketplace and competition are up to.
• Monitor market and customer trends and identify opportunities for inclusion and capture of the voice of the customer insights.
• Spend enough time with frontline colleagues, customers, and the marketplace to understand customer needs, pain points, and emerging market trends.

Stakeholder Engagement and Management (30%)

• Proactively drive collaboration with varied stakeholders (Business Units, Functional areas, External partners) to enrich and enhance execution of deliverables.
• Liaise and ensure timely delivery from Change, Operations & Technology teams for development or review of processes.
• Liaise with Segment Managers to ensure customer journey map (CJM) reviews and management is embedded as part of each segment’s story.

Customer Experience Management (20%)

• Drive the enhancement of customer onboarding experiences across the business.
• Drive the enhancement of customer attrition management across the business.
• Liaise/work with the Change, Operations, and Technology teams to identify opportunities for the implementation of service guarantees.
• Ensure that the service guarantees align with customer requirements and business objectives (optimize productivity).

Qualifications and Experience

Qualification

• Bachelor’s degree or equivalent in a related field.
• Relevant data analysis certification or experience.
• More than three years’ experience in Customer Insights generation and management.

Experience and Skills

• Working knowledge of competitor and market activity in Kenya.
• Good understanding of banking products and services, and customer expectations in the Kenyan market.
• Basic knowledge of Risk and Credit policies and procedures.
• Strong people management and leadership skills.
• Strong stakeholder management skills.
• Strong negotiation, influencing, and interpersonal skills.
• Project/process tracking and management skills.
• Essential to be innovative and pro-active.
• Results orientation and self-drive.
• PC Skills: Microsoft Office & Excel, PowerPoint expertise is a must.