Form Five Selection 2024

Senior Manager – Customer Experience at Equity Bank May, 2024

Job Title:

Senior Manager – Customer Experience.

Reports to: Head of Service Experience

Unit: Customer Experience


Grade: Manager.

Job Purpose Statement

The Senior Customer Experience Manager oversees daily customer interactions to ensure exceptional service delivery across branches and head office units. Responsible to drive service excellence by implementing best practices and standards, collaborate with Branch Managers and internal business units to address customer needs, manage relationships, and uphold the bank’s reputation. Additionally, they monitor performance, analyse data for continuous improvement, and oversee training and development initiatives to enhance service quality. Through these responsibilities, they play a crucial role in fostering positive customer experiences and maintaining the organization’s reputation.


Manage daily customer experience operations to ensure customer satisfaction, profitability, and productivity.
Support the customer experience team to ensure departmental KPIs are met.
Ensure Customer Satisfaction: Take responsibility for ensuring total satisfaction of customers by understanding their needs and driving best practices in customer experience across the bank.
Handle Complaints and Queries: Log and monitor all complaints/queries promptly, ensuring fair outcomes and timely resolutions within contracted timeframes.
Client Relationship Management: Arrange client visits and events to maintain close relationships with clients, conducting service reviews, and implementing corrective measures based on feedback.
Service Recovery Management: Responsible for resolving client concerns/complaints promptly, recommending actions for service recovery to Relationship Managers and management.
Establish and Manage SLAs: Agree and manage service offerings and Service Level Agreements (SLAs) with internal customers, measuring performance regularly.
Service Quality Control: Conduct analysis of service quality, identifying areas of strength
and development to inform decision-making and quality improvement interventions.
Own Customer Touchpoints: Take ownership of all customer touchpoints, collaborating
Reporting Preparation: Timely preparation and sharing of monthly reports for risk, CX and compliance, quarter reports for submission to regulator and any other reports are required by the business.
Performance Monitoring: Monitor the performance of CX teams and Branch CX champions, providing feedback and coaching where necessary to improve performance.
Drive Innovation and Service Culture: Foster a culture of innovation and service excellence within the bank to enhance efficiency, productivity, and revenue targets.
Capacity building through Sustained Culture, trainings, mentoring and couching.
Ensure 100% compliance to consumer protection Policy, Group and Internal customer experience processes and procedures.
Ensuring periodic country-wise training of Customer Service champions to deliver and maintain service at the expected levels.
Implementation of Consumer Complaints guidelines and report preparations and submission as instructed by the regulator.
Review customer satisfaction ratings and work with the branch to improve the customer satisfaction levels.
Work in close partnership with other teams to ensure closure of issues raised during Compliance appraisal and audit assessments.
Collect, monitor customer feedback, analyse trends, and identify opportunities for improvement to drive continuous enhancement of service delivery.
Work closely with branch managers to understand customer needs and preferences, address challenges, and implement strategies to improve service delivery and customer satisfaction at the branch level.
Monitor customer sentiment, address concerns, and implement initiatives to enhance the bank’s image and credibility in the market.
Monitor key performance indicators (KPIs) related to customer experience and service delivery, analysing data to assess performance, identify trends, and make data-driven recommendations for improvement.
Oversee the training and development of branch staff and customer service teams, equipping them with the skills and knowledge needed to deliver exceptional service and uphold the bank’s service standards.
Lead initiatives to implement improvements, measure their effectiveness, and refine processes to drive greater customer satisfaction and operational efficiency.
Plan and execute activities for Customer Service Week or any other customer experience events to celebrate frontline staff, appreciate and promote a culture of service excellence.
Lead meetings with Group Customer Experience (CX) and other internal stakeholders to discuss customer experience initiatives, share insights, and address burning customer pain points.
Chair and facilitate Champion Customer Experience Steering Committee meetings to drive alignment on customer experience goals, review progress, and make strategic decisions to enhance the overall customer experience.



Knowledge on banking products, service, and industry regulations.
Strong leadership and managerial abilities to lead and inspire teams.
Experience in implementing and managing customer feedback mechanisms.
Strong understanding of regulatory compliance requirements related to customer experience and data privacy.
Deeper understanding of customer experience Metrix and measurements.
Excellent training skills.
Strong analytical skills and problem-solving skills
Advanced troubleshooting skills and ability to think strategically.
Strong communication and presentation skills.


Experience in developing and implementing customer experience strategies and initiatives.
Experience in collaborating with cross-functional teams to implement customer-centric initiatives.
Demonstrated success in leading and developing high-performing teams.
Experience in leveraging customer insights and data to inform decision-making and strategy development.
Familiarity with customer experience technology platforms and tools.
Proven track record of driving measurable improvements in customer satisfaction and loyalty metrics.
Minimum of 4 years of experience in a customer experience management role within the banking or financial services industry.

Education: Bachelor’s Degree from an accredited institution in any related field of study required.

How to Apply:

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your application quoting the Job reference and title in the subject field to: [email protected]

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