Customer Experience Insights Manager

About the role

This position sits within a long-established African banking group with deep local roots and regional as well as international capability. It offers the chance to help shape a customer-focused future by turning insight into practical improvements across the business and corporate segments.

The organisation also highlights career growth support through a development portal designed to help employees plan and build their careers with guidance and tools.

Role purpose

The Customer Experience Insights Manager will own the strategy and delivery of customer experience insights for business and corporate segments. The role is focused on using customer data, feedback, and analytics to strengthen satisfaction, loyalty, and commercial performance while supporting the bank’s broader goals around growth, digitisation, and financial inclusion.

Key responsibilities

• Shape and deliver the customer experience insights agenda for the business and corporate segments in line with customer-centric priorities and business goals.
• Use surveys, complaints, and other customer inputs to identify service gaps, friction points, and improvement opportunities across the customer journey.
• Define, monitor, and present core CX measures such as NPS, customer effort, and key value drivers to support management decisions.
• Recommend data-led actions that improve experience quality, operational efficiency, and customer loyalty.
• Work closely with product, operations, digital, relationship, change, and technology teams to embed customer insight into design and delivery.
• Lead customer journey mapping, review, and redesign efforts to reduce friction and improve end-to-end service performance.
• Build and maintain customer feedback mechanisms that support continuous improvement.
• Keep track of local and global customer experience trends, competitor activity, and best practices to support innovation and benchmarking.
• Spend time with frontline teams, customers, and the market to stay close to evolving needs and pain points.
• Support complaint follow-up and ensure issues surfaced through surveys and feedback are resolved in a structured manner.
• Promote customer-centric thinking across the organisation and ensure CX work is delivered within governance, risk, compliance, and regulatory requirements.
• Support improvements in customer onboarding, retention, and service guarantee design.

Requirements

• Bachelor’s degree or an equivalent qualification in a related field.
• A relevant certification in data analysis, or practical experience in data analysis.
• More than 3 years of experience in customer insights generation and management.
• Working knowledge of competitor activity and market trends in Kenya.
• Solid understanding of banking products, services, and customer expectations in the Kenyan market.
• Basic awareness of risk and credit policies and procedures.
• Strong leadership and people management capability.
• Well-developed stakeholder management, negotiation, influencing, and interpersonal skills.
• Ability to track and manage projects and processes effectively.
• Innovative, proactive, self-driven, and focused on results.
• Strong working knowledge of Microsoft Office, Excel, and PowerPoint.

Additional information

The employer is an equal opportunity and affirmative action organisation. Preference may be given to qualified candidates from designated groups to support equitable workforce representation and diversity.

The application deadline is 2 July 2026.

Education

Higher Diploma in Business, Commerce, or Management Studies, or a related equivalent qualification.