Customer Experience Executive

About the role

Liberty Life is hiring a full-time Customer Experience Executive in Nairobi. The role builds sustainable relationships of trust through open, proactive and interactive communication with customers, driving loyalty and retention. It reports to the Customer Experience Specialist.

Key responsibilities

• Keep the customer profile up to date so Liberty Life can give personalised communication and solutions.
• Stay informed on key investment and financial market events and share informed analysis with customers.
• Ensure customer portfolios are kept up to date and issues are fixed before the customer notices them.
• Inform customers of all available touchpoints and remove barriers to service.
• Respond promptly to customer communications by email, telephone, text or social media.
• Help customers understand their solutions and keep them relevant as their lifestyle changes.
• Keep customers informed on product status and provide solutions for gaps in premium payments or loan servicing.
• Understand customers' financial needs and propose appropriate solutions, and walk them through life events so they can use the benefits of their products.

Required profile

• Bachelor's degree.
• At least 2 years of experience in a customer experience role in insurance or financial services (desirable).
• CIM/MSK certificate or ICX membership is an added advantage.

Required skills

• Familiarity with CX metrics.
• Strong interpersonal skills, prioritisation and time management.
• Knowledge of insurance operations, concepts and regulatory requirements.
• Knowledge of financial solutions and market trends.

To apply, send your application and updated CV to the employer by 5 November 2026, stating the job title in the subject line. Only shortlisted candidates will be contacted.