Head of Customer Experience

About the role

Optiven Limited is hiring a Head of Customer Experience in Westlands, Nairobi. The role defines and manages customer experience standards, drives customer satisfaction and loyalty, oversees customer service processes and leads the customer service team.

Key responsibilities

• Define, implement and review customer experience standards and guidelines, aligned to corporate strategy and market changes, and set CX KPIs across the organization
• Act as the voice of the customer, close gaps in the experience and monitor KPIs on satisfaction, retention and loyalty, reporting regularly to senior management
• Analyze customer feedback and data to identify pain points and improve the customer journey
• Establish and manage customer contact facilities, interaction models and complaint tools, compile monthly performance reports and ensure regulatory and risk compliance
• Collect feedback through surveys and other channels, communicate findings and design and follow up on improvement interventions
• Develop and implement initiatives to improve customer interactions across touchpoints and channels, with business leadership
• Recruit, train, coach and mentor the customer service team, set targets, manage discipline and build team motivation

Required profile

• University degree in Business Administration, Business Management, Communications, Public Relations, Marketing or a related field; an MBA is an added advantage
• Minimum 10 years' experience in Customer Experience or Business Operations, 5 in a leadership or supervisory capacity
• Relevant experience in the service industry, telecommunications, banking, insurance or similar customer-centric sectors
• Experience leading change and inspiring teams
• Proven ability to define CX standards, manage feedback systems and drive continuous improvement