Job Purpose Statement
To manage overall end-to-end customer experience within the
Group through all channels and touchpoints using well-defined standards and
processes. The role oversees and leads the improvement of all aspects of the
customer journey, ensuring satisfaction and loyalty throughout the customer
lifecycle with a focus on creating positive customer Impact and hence a
positive impact on the company’s bottom line.
- Developing
and implementing customer experience strategies and initiatives
- Analyzing
customer feedback and data to identify improvement opportunities
- Ensuring
consistent and positive customer interactions across all touchpoints
- Collaborating
with cross-functional teams to enhance customer satisfaction
- Monitoring
customer metrics and reporting on CX performance.
Key Responsibilities
- Customer
Experience Standards: Define, implement, and review
Optiven Group’s customer experience standards and guidelines and align
them to overall corporate strategic goals
- Continuous
improvement: Develop and implement strategies to improve
customer interactions across multiple touchpoints and channels for all
Optiven SBU’s
- Voice of the
Customer: Collect,
collate & analyze customer feedback and data to provide insights into
the customers’ needs, identify customer pain points and different ways to
improve the customer journey and create a positive experience
- Stakeholder
Management: Collaborate
with cross-functional teams, to align customer experience efforts with
business goals and objectives.
- Training: Develop
training programs to educate staff on customer-centric approaches and best
practices to foster a customer-focused culture throughout the group
- Service
Excellence Management: Monitor and measure key
performance indicators (KPIs) related to customer experience & create
strategic alignment for Customer Experience KPIs
- Business
Process Management: Establish and manage key customer
experience processes, carry out process improvement and change management.
- People
Management: Manage
the team allocated to ensure team cohesion and productivity
Key Accountabilities
- Custodian
of Customer Experience Standards
- Customer
Feedback management and reporting
- Customer
Experience metric planning, measurement & reporting
- Business
process implementation as per SLA
- Voice
of the Customer measurement
Main Activities
Customer Experience
Standards:
- Define
Optiven Group’s customer experience standards that are aligned to the
Corporate values
- Define
the standards implementation guidelines & articulate the same across
the group.
- Articulate
&Implement the customer experience standards and guidelines to ensure
consistent and exceptional service delivery for building customer
relations
- Review
the standards and guidelines in line with changing regulations and market
dynamics
Service Excellence
Management
- Monitor
and measure key performance indicators (KPIs) related to customer
satisfaction, retention, and loyalty, providing regular reports and
insights to senior management and stakeholders
- Work
with Stakeholders within the organization to drive internal customer
satisfaction aimed at driving the ultimate experience for Optiven’s
customer
- Create
strategic alignment for Customer Experience KPIs and ownership throughout
the organization
Voice of the Customer:
- Collect
customer feedback and data form all channels, via surveys and other
feedback channels
- Collate
& analyze to provide insights into the customers need and identify
customer pain points and different ways to improve the customer journey
- Drive
processes to identify and correct gaps in the customer experience based
upon direct and indirect customer feedback
- Communicate
the findings to stakeholders and design interventions to create a positive
experience
- Monitor
and report on implementation of these initiatives
Business Process
Management
- Establish
and manage key customer experience processes, including but not limited to
customer contact facilities, customer interaction model, , complaint
management, voice of customer, customer retention management, performance
metrics, process improvement and change management.
- Ensure
all processes are at all times compliant to regulatory and risk-related
requirements.
Continuous improvement
- In
connection with the business leadership, develop initiatives to improve
customer interactions across multiple touchpoints and channels for all
Optiven SBU’s
- Follow
up for implementation of these initiatives
- Report
on progress and analyze impact
- Review
and improve on initiatives
Stakeholder Management:
- Collaborate
with cross-functional teams, such as conversion, global markets,
marketing, projects, registry, hospitality, construction, Optiven water
and the telemarketing team, to align customer experience efforts with
business goals and objectives.
Training:
- Develop
training programs to educate staff on customer-centric approaches and best
practices to foster a customer-focused culture throughout the group
- Deliver
programs alongside service providers
- Monitor
effectiveness of the training alongside HR
People Management
- Be
involved in the recruitment, training and coaching of the customer service
team
- Carry
out performance and disciplinary management as per HR processes
- Build
and motivate the team for optimal performance
Key Focus Areas
Supervisory
Responsibility/ Work Relationships
- Employee
satisfaction
- Employee
retention
- Competence
development
Processes
- Customer
Experience
- Communication
- Risk
Management
- Budgeting
and Cost Management
Decision Making &
Communication
- Appropriateness
of the unit structure
- Customer
Experience improvement initiatives
- Customer
Experience Metrics Measures
- Delegated
authority to resolve customer experience related issues
- Work
Schedules
Revenue generation and
cost management responsibility
- Customer
attrition
- Indirect
impact on Income (revenue) targets
- Expense
management
Competency Requirements
- Ability
to inspire people to meet and exceed customer expectations
- Excellent
Written and Communication Skills
- Leadership
to nurture and manage changes
- Interpersonal
skills to create and maintain relevant business networks and to
effectively communicate with and manage customer expectations (internal
and external), and other stakeholders who impact performance
- Self-empowerment
to enable development of open communication, teamwork and trust that are
needed to support performance and customer-service oriented culture
- Performance
Management to optimize own and team’s productivity
- Knowledge
and experience of business process review to provide guidance on strategic
/ continuous improvement within the Group
- Technical
skills to effectively perform and/or guide the performance of Business and
Operations teams’ activities/tasks in a manner that consistently achieves
high quality standards and benchmarks
Qualification
And Experience Requirements
- University
degree or equivalent preferably in communication, marketing, PR, or
business. An MBA will be an added advantage
- Minimum
of 5 years’ experience in Customer Experience or Business operations, 2 of
which should have been in a supervisory capacity
- Customer
Experience or a Service Excellence certification will be an added
advantage
- Experience
leading change and inspiring teams with an exciting future vision
How To Apply
If you believe you have high performance culture, positive
mental attitude and are self-driven, then apply through recruitment@optiven.co.ke
Last day of receiving applications is 20th
June 2025
