Principal Customer Experience Officer, Digital and Creative Services

About the Role

The Higher Education Loans Board (HELB) is seeking a highly experienced and creative leader to join our team as Principal Customer Experience Officer, Digital and Creative Services. This senior role is responsible for shaping and executing HELB's creative vision, brand strategy, and customer experience initiatives. The successful candidate will lead a dynamic creative team, drive integrated 360-degree campaigns, and ensure the seamless delivery of editorial and creative products that support our mission of financing higher education in Kenya.

Key Responsibilities

• Lead the formulation of artistic concepts and creative ideation aligned with business needs.
• Oversee the design of branding materials for products and services awareness.
• Direct teams in delivering 360-degree campaigns, day-to-day brand management, media and public relations, events and business advisory services.
• Manage the creative team, track productivity, and coordinate with support business functions for resources and equipment.
• Develop and enforce approval, sign-off and risk schedules for all editorial and creative outputs.
• Track insights from multi-channel platforms and integrate them into the organisation's communication strategy.
• Support and review business service delivery proposals.
• Collaborate with management teams to determine creative and design needs.
• Engage internal and external stakeholders to develop better creative ideas for continuous business process improvement.
• Facilitate creative and design project kick-offs and oversee daily creative production tasks.
• Troubleshoot issues that may slow down the creative process and recommend workflow improvements to increase efficiency and cut operational costs.

Contract Terms

The appointment is on a contract basis for up to three (3) years, renewable subject to performance and retirement age. HELB is an equal-opportunity employer and encourages qualified candidates to apply.

Requirements

• Served for a cumulative period of nine (9) years in relevant work experience, three (3) of which must have been at the grade of Senior Corporate Communication Officer or in a comparable position.
• Bachelor's degree in Public Relations, Communication, Journalism, Marketing, International Relations, or equivalent qualifications from a recognized institution.
• Management course lasting not less than four (4) weeks from a recognized institution.
• Membership to a relevant professional body in good standing, where applicable.
• Certificate in Computer Applications.
• Demonstrated merit and ability as reflected in work performance and results.

Responsibilities

• Formulate artistic concepts and ideation that align with business needs.
• Design business branding materials for products and services awareness creation.
• Lead teams in executing 360-degree campaigns, day-to-day brand management, media relations, events management, public relations, and business advisory services.
• Manage the creative team, track productivity, and liaise with support business functions for resources and equipment.
• Develop, review, and enforce approvals, sign-offs, and risk schedules for all editorial and creative products.
• Track insights from multi-channel platforms and integrate them into the organization's communication strategy.
• Review and assist in developing business service delivery proposals.
• Engage with management teams to determine creative and design needs.
• Engage with various business units, internal clients, and external stakeholders to establish better creative ideas for continuous business process improvement.
• Facilitate creative and design project kick-offs.
• Oversee daily tasks tied to creative production.
• Troubleshoot issues that could slow down the creative process.
• Recommend changes to workflows to improve efficiency and cut operational costs.

Compensation: Competitive salary and benefits in line with HELB guidelines.