Client Experience Analyst

Role overview

This role sits within the Africa Corporate and Investment Banking front office support function and focuses on customer experience analytics. The successful candidate will work across multiple activities, partner with stakeholders across the bank, and help strengthen service governance so corporate clients receive a consistently high standard of service.

The position supports customer satisfaction by following established operating procedures and using data, management information, and service monitoring to identify issues, improve processes, and enhance the overall client journey. A compensation and benefits impact applies in Botswana; reward details should be confirmed separately.

Key responsibilities

• Support the Client Experience Lead with analytics used to coordinate Coverage, Products, and Operations teams in delivering strong service to corporate customers.
• Help manage the daily corporate client service experience and support branches with customer service initiatives.
• Monitor service standards across business, operations, and branch distribution teams to help achieve corporate and investment banking objectives.
• Prepare and review client experience data, management information, governance reports, dashboards, surveys, payment documentation tracking, excess management tracking, and archiving outputs.
• Review account opening documentation and change mandates against current policy rules and procedures, and capture account openings and maintenance actions in the system.
• Escalate unresolved service issues and ensure they are routed to the right person or level, keeping the CX Lead informed.
• Distribute complaints MI each month, highlighting trends and recurring themes that can improve client experience.
• Check complaint quality against handling guidelines and share feedback with teams on any gaps.
• Identify the root causes behind client complaints and aim to resolve 80% of cases on the same day.
• Ensure complaint data is complete, accurate, concise, and submitted on time.
• Support process design and improvements that reduce income leakage and improve efficiency.
• Monitor KYC document error rates for relationship managers and client managers through monthly MI.
• Maintain an up-to-date customer database, with contact information refreshed at least quarterly.
• Develop MI that supports business performance and contributes to individual and team effectiveness.
• Prepare ad hoc MI when needed.
• Join ARO and Kenya service meetings to help solve emerging service concerns.
• Track logged client cases and anticipated queries to ensure they are handled in line with standards and the TCF policy.
• Use weekly MI to focus attention on areas marked amber or red.
• Work with the CX team to promote operational excellence and continuously improve performance for corporate customers.
• Recommend and champion process and procedure improvements within agreed guidelines.
• File UA01 folders and documents correctly in shared CIB folders according to retention schedules, keeping records complete and accessible.
• Manage and share the UA01 tracker with stakeholders to support excess reporting compliance.
• Carry out monthly sample checks for supporting documents on online outward remittances above USD 10,000 or the equivalent in other currencies.
• Take part in coverage huddles to address problem areas and implement practical fixes.
• Keep front office and back-office workflows smooth, proactive, and within required SLA expectations.
• Complete leave handovers properly, with notes and actions agreed at least one week before leave begins.
• Follow agreed procedures, including leave rotation planning.
• Participate in training and team-building activities.
• Act on feedback from multi-source reviews and work on personal improvement.

Requirements

• A university degree in a business-related field from a recognized institution is preferred.
• Additional education noted for the role includes a Further Education and Training Certificate in Business, Commerce and Management Studies.
• Practical knowledge of bank products, services, policies, and customer service processes is expected.
• Strong familiarity with frontline systems, back-office workflows, risk controls, and telephonic transaction controls is needed.
• Good understanding of operational risk, rigor standards, service level agreements, and customer service targets.
• Working knowledge of systems such as Sybrin, FCR, OWLS, KAMLS, BOC, SES, Salesforce, Tableau, and QlikView is important.
• Awareness of relevant legislation and control areas, including KYC and anti-money laundering requirements, is required.
• Experience in customer service, with people management exposure preferably in corporate banking, is advantageous.
• Training in compliance policies, corporate service standards, complaints management, AML, KYC, and operational rigor is likely to help in the role.
• The work involves screen-based tasks, careful checking, flexible handling of multiple processes, and coordination with many stakeholders across the bank.

Additional information

The role requires strong pan-bank stakeholder coordination across corporate service touchpoints, along with close SLA monitoring. It also involves visual concentration during screen-based work and the ability to shift flexibly between different processes and activities.

Work style and skills

Success in this role calls for strong teamwork in a high-pressure environment, clear communication, confident presentation, excellent telephone etiquette, internal networking ability, analytical thinking, information gathering, creativity, sound decision-making, change management, issue resolution, service orientation, and stakeholder management.

Equal opportunity notice

Absa Bank Kenya is an equal opportunity and affirmative action employer. Preference may be given to suitable candidates from designated groups where doing so supports equitable workforce representation and increases diversity within the bank.

Application deadline

The application deadline is 18 June 2026.