UAP-OLD MUTUAL Careers: Head Of Customer Experience

Position: Head Of Customer Experience

Location: Nairobi, Kenya

Application Deadline: 5th February 2021

Duties and Responsibilities

  • Offer strategic leadership to the branch leadership teams with regards to enhancing customer experience In liaison with Human Capital.
  • Assist the process of recruitment, training and induction of customer experience teams in the head office and branch.
  • Drive a high performance culture among the branches and take charge of performance management across branches.
  • Develop and roll out initiatives geared to achievement of all business KPIs Leading the development and implementation of the overall  strategy for customer experience Department
  • Ensure compliance with regulatory provisions and bank policies with regards to customer satisfaction (Consumer protection Act, Customer service Charter)
  • Maintain a professional work environment that focuses on superior performance by departmental staff
  • Establish effective systems, procedures and standards of performance for staff in the Customer Experience Department
  • Training and motivation of staff – Identify training and counseling needs and ensure these are met for all staff under purview as appropriate Talent spotting to ensure appropriate exposure and career opportunities/ succession planning for high performing staff in the Customer Service Department and branch network.
  • Drive and oversee customer Experience strategy across branch network and Call Centre.
  • Cultivate a customer service culture across all customer touch points and align people, products and processes to the same. 
  • Complaints management and issue resolutions.
  • Monitor and ensure provision of distinctive and proactive over-the-counter services. 
  • Ensure that customer’s complaints are handled promptly, professionally, efficiently and courteously.
  • Ensure that agreed standards are adhered to for services offered by the departments
  • Maintain and enhance effective communications with internal Managers and Customers to facilitate the flow of information and hence foster cooperation.
  • Ensure accurate completion & timely submission of departmental reports.

Skills and Experience

Experience in Customer Service is required


Bachelors Degree (B)  (Required)

How to Apply

To apply for this job, click the button below


Leave a Reply