Senior Officer – Customer Experience

Equity Bank is seeking a Senior Officer – Customer Experience to manage customer complaints, analyse feedback and service-quality data, and coordinate improvements across branches, products and service channels.

Responsibilities

• Handle customer complaints and escalations professionally and promptly, coordinating with branch managers and relevant stakeholders to ensure satisfactory resolution.
• Respond to customer and internal emails and calls promptly and professionally, providing accurate information and addressing inquiries and concerns.
• Document, consolidate and analyse customer feedback from complaints, surveys, service interactions and other channels.
• Conduct root-cause analysis and recommend sustainable solutions to prevent recurrence of customer pain points.
• Monitor service quality metrics, including NPS, CSAT, CES, complaint trends and resolution turnaround times.
• Adhere to regulatory requirements, internal policies and standards relating to consumer protection, data privacy, confidentiality and customer interactions.
• Prepare management reports and presentations that translate complaint trends and findings into practical recommendations and actions.
• Support assessment of the business impact of customer pain points and service improvements.
• Collaborate with internal stakeholders to identify and implement improvements to internal service delivery and employee productivity.
• Work with product teams to identify and address gaps in product availability, accessibility and relevance to customer needs.
• Analyse customer interactions to identify opportunities to improve channel effectiveness, usability and convenience.
• Conduct branch and channel service quality assessments to evaluate adherence to service standards and operational processes.
• Track corrective and improvement actions, follow up with stakeholders and assess whether implemented changes have addressed service gaps.

Requirements

• Bachelor’s Degree in a related field
• Complaint management and service recovery
• Customer communication and resolution follow-up
• Stakeholder engagement and coordination
• Consumer protection, data privacy and confidentiality
• Customer and operational data analysis
• Root-cause analysis and trend identification
• Excel proficiency
• Report, dashboard and management presentation preparation
• Knowledge of NPS, CSAT, CES, customer surveys, customer journeys and service standards