General Manager, Customer Experience, Job in Kenya

SBM Bank is hiring a General Manager, Customer Experience, skilled in customer service strategy, journey mapping, and service delivery excellence.

Job Purpose

The job holder will drive customer-centricity awareness and a “customer first” culture; manage the strategic delivery of Customer Experience through all customer touchpoints, channels, and business units; and implement collaborative action plans to enhance customer-centricity awareness. The role also provides executive leadership and advocacy for Customer Experience within SBM Bank Kenya.

Key Responsibilities

Customer Experience Strategy and Implementation (20%)

Develop and implement Customer Experience business plans and strategies into relevant and productive day-to-day implementation plans and actions for service teams, ensuring execution of programs that provide outstanding customer experience and identifying improvement initiatives.
Analyze and monitor service delivery across all customer touchpoints and develop strategies and recommendations to optimize service quality.
Drive Net Promoter Score (NPS) initiatives to enhance Customer Experience and recommend service improvement areas.
Identify opportunities for client-centric process improvements based on Root Cause Analysis (RCA), Voice of Customer (VoC), customer pain points (CPP), and drive improvements across the business.
Analyze Voice of Customer (VoC) data and advise the business on potential risk areas while leveraging strengths for business development.
Develop and monitor customer service performance indicators through qualitative, quantitative, and evaluation consistency reports within agreed timelines.
Implement a customer-centric culture across cross-functional work processes to enable service excellence.
Guide and support business process re-engineering and alignment with Customer Experience initiatives, including the Contact Centre.
Develop a customer touchpoint strategy to ensure service consistency through Service Level Agreements (SLAs) and CRM deployment.
Oversee service recovery by ensuring customer complaints are addressed and resolved within established standards.
Analyze and identify process gaps affecting Customer Experience.
Monitor Contact Centre operations to ensure optimal performance and recommend technology enhancements to maintain best-in-class service.
Drive customer engagement initiatives to improve customer retention.
Support root cause analysis and identify continuous improvement opportunities.
Keep abreast of local and international Customer Experience best practices and recommend improvements across the Customer Experience function and the wider bank.

Feedback and Voice of Customer (VoC) Management (20%)

Develop and implement robust customer feedback systems that capture the true voice of the customer across multiple touchpoints.
Regularly analyze customer feedback to identify trends, pain points, and improvement opportunities.
Utilize advanced analytics tools to gain deeper insights into customer sentiment and behavior.
Cascade customer feedback insights to key stakeholders and develop actionable recommendations to drive continuous improvement.
Close the customer feedback loop by ensuring timely responses and communicating actions taken to enhance transparency and trust.
Collaborate with cross-functional teams to integrate customer feedback into business decision-making.
Serve as the customer advocate within the organization, ensuring customer needs and expectations remain a priority.
Implement a continuous improvement framework to regularly review and enhance Voice of Customer initiatives.
Stay informed on industry best practices and emerging trends in Customer Experience management.

Service Standards (20%)

Develop, implement, and enforce comprehensive service standards across the organization to ensure consistent, high-quality service delivery at every customer touchpoint.
Design and implement service standards training programs in collaboration with HR to equip employees with the skills and knowledge required to exceed customer expectations.
Monitor and evaluate adherence to service standards through performance metrics and regular assessments, identifying improvement opportunities and recognizing excellence.
Incorporate customer feedback into service standards by continuously refining standards to align with customer expectations.
Drive continuous improvement initiatives by implementing industry best practices and emerging Customer Experience trends.

Compliance and Risk (10%)

Prepare CBK regulatory reports, ensure compliance with Prudential Guidelines, and meet all other regulatory reporting requirements.
Develop and monitor interdepartmental SLA frameworks and track adherence.
Ensure effective controls covering complaints management, service quality, and key Customer Experience requirements, while identifying, tracking, and closing control gaps.
Monitor Risk and Control Self-Assessments (RCSA) and Key Risk Indicators (KRIs) to ensure compliance with regulatory frameworks and internal risk commitments.
Conduct end-to-end process reviews, thematic assessments, deep dives, and control environment evaluations covering complaints management, service quality, and customer touchpoints.

Financial (20%)

Implement profitable customer retention strategies while identifying opportunities for business growth throughout the customer lifecycle.
Design a robust, data-driven customer engagement and insights framework to improve Customer Lifetime Value (CLV) and increase product uptake.
Utilize customer insights and churn analysis to develop customer win-back strategies.
Partner with business units to deliver campaigns and initiatives that support business growth.
Drive service-to-sales initiatives to increase cross-selling opportunities.

Staff Development (10%)

Provide training and performance coaching for Customer Experience staff, including onboarding new employees, while ensuring effective succession planning and talent development.
Ensure departmental objectives are achieved through a highly motivated and engaged team by providing regular feedback, coaching, and performance reviews that support employee engagement, talent retention, and business performance.
Liaise with HR, Training, and Development to design and implement comprehensive Customer Experience training programs that build internal capability to deliver world-class customer experience.

Key Relationships

Direct Reports

Contact Centre Manager
Service Experience Manager
Branch Quality Assurance Manager

Internal and External Customers

External Clients
All Departments within the Bank

Knowledge Requirements

Minimum of 10 years’ experience in a banking environment.
At least 5 years’ experience in a leadership or managerial Customer Experience role.
Previous experience managing teams and service improvement projects.
Bachelor’s degree.
Previous experience in Contact Centre Operations.

Competencies Required