Customer Experience Specialist Retail (Team Leader Branches)

About the role

Liberty Life is hiring a full-time Customer Experience Specialist Retail (Team Leader Branches) based in Nairobi. The role leads the team of Customer Experience Executives outside Nairobi and acts as the department's Risk Champion, growing and maintaining lasting client relationships so that Liberty Life is seen as the insurer of choice. The position reports to the Head of Customer Experience.

Key responsibilities

• Deliver exceptional service for the Retail Life portfolio, working with customers, colleagues, agents and brokers through timely responses to requests and feedback.
• Manage the performance of Customer Experience Executives in branches (excluding Head Office), identify skills gaps and manage leave efficiently.
• Resolve escalated issues from the executives, deciding which need the line manager's intervention.
• Act as Risk Champion, ensuring processes in your areas comply with Business Operating Standards.
• Implement the customer engagement and retention strategy across segments.
• Receive and resolve customer feedback and complaints across retail and pension portfolios, document them and escalate issues for root cause analysis.
• Share communication streams with clients on time and allocate tasks to executives according to the departmental schedule.
• Keep customer data secure and confidential, approve team requests within your authority and escalate where needed.
• Build strong relationships with customers to understand their financial needs and propose suitable Liberty Life solutions.

Required profile

• Bachelor's degree.
• At least 6 years' experience in a customer experience or client relationship role; insurance or financial services preferred.
• CIM/MSK certificate or an insurance professional qualification (IIK Diploma/LOMA/ACII or ICX membership) is an added advantage.

Required skills

• Strong verbal and written communication.
• Client retention initiatives, risk and compliance, and insurance operations knowledge.
• Working knowledge of insurance regulatory requirements and customer metrics.
• Analytical and strategic thinking, commercial and financial management experience, and supervisory and stakeholder management skills.

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