Job Ref. No. JLIL192

Role Purpose

The role holder is responsible for coordinating the implementation of all Customer Experience projects and initiatives across the group. The role involves collaborating with various departments to implement data-driven strategies that positively impact the customer’s experience.

Main Responsibilities

Operational

• Drive the implementation of the customer experience strategy to enhance customer satisfaction across the group.
• Monitor and evaluate customer feedback, satisfaction, and loyalty on our products and services.
• Coordinate all customer experience projects and initiatives to ensure success and seamless implementation.
• Track and monitor project/initiatives successes and key learning to continuously improve the delivery of customer experience initiatives.
• Champion the development and consolidation of key customer experience reports such as complaints register, Customer Service training logs etc.
• Ensure 100% compliance of customer experience platforms, systems and processes e.g., CRM.
• Track and monitor service quality and TATs of the all-customer services processes across all touchpoints Collaborate with compliance teams to address regulatory issues and implement necessary controls.
• Design and develop customer satisfaction surveys to measure various touchpoints throughout the customer journey.
• Analyze customer feedback and surveys results to identify trends, areas for improvement, and opportunities for enhancing the customer experience.
• Work collaboratively with internal teams to develop and implement strategies based on insights from the various customer feedback analysis.
• Conduct research to identify customer experience best practices to be implemented with an aim to improve customer experience standards.

Corporate Governance

• Ensure compliance with relevant regulatory guidelines and industry best practices.
• Adherence to the laws and regulations of Kenya, the policies and regulations within the insurance industry and all internal company policies and procedures.

Culture

• Fostering a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
• Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.
• Create personalized development plans that align with your career aspirations and the organization’s objectives.

Key Competencies

• Customer-centric mindset with a focus on continuous improvement.
• Ability to adapt to changing priorities and handle multiple surveys simultaneously.
• Familiarity with statistical analysis for survey results.
• Proficiency in survey design and data analysis tools.
• Project management skills to coordinate survey initiatives.
• Excellent organizational skills to prioritize tasks, manage resources, and meet deadlines.
• Knowledge of customer experience metrics and methodologies.

Requirement

Qualifications

• Bachelor’s degree in marketing, Business, Data Science, or a related field.

Relevant Experience

• Minimum of 2-3 years’ experience in a similar role.