Assistant Director, Customer Experience

The Higher Education Loans Board (HELB) is seeking an accomplished Assistant Director, Customer Experience to lead initiatives that enhance service delivery and client satisfaction across its Huduma Centres in all 47 counties of Kenya. This senior role ensures a consistent, high-quality customer experience and drives innovation in citizen-centered service delivery.

Key Job Information

• Position: Assistant Director, Customer Experience
• Reference Number: HELB/010 – Grade 4
• Location: Nairobi, Kenya (with oversight of all Huduma Centres across Kenya)
• Employment Type: Contract (up to three years, renewable subject to performance)
• Experience Level: Senior Management
• Application Deadline: As communicated by HELB

About Higher Education Loans Board (HELB)

The Higher Education Loans Board is a government agency committed to financing higher education and training for Kenyan students. HELB plays a crucial role in promoting equitable access to education and enhancing service delivery through its citizen-focused initiatives, including operations in Huduma Centres nationwide.

Professionals exploring careers at HELB join a forward-looking organization dedicated to innovation, accountability, and operational excellence. HELB fosters a culture of customer-centered leadership, collaboration, and continuous professional growth, offering a platform to influence national service delivery standards.

Assistant Director, Customer Experience Job Description

The Assistant Director, Customer Experience is responsible for managing and coordinating all aspects of customer service across HELB’s operations in Huduma Centres. This includes implementing policies, innovative service strategies, and frameworks to ensure compliance with the Citizen Service Delivery Charter. The role directly impacts job opportunities at HELB for professionals seeking leadership positions in customer experience management and public service delivery.

Key Responsibilities

• Coordinate formulation and implementation of policies to achieve corporate objectives in customer service delivery.
• Develop and roll out innovative strategies that enhance efficiency and quality of service.
• Manage departmental work plans, including strategic initiatives and performance metrics.
• Ensure efficient response to customer enquiries via email, social media, calls, letters, web chat, and walk-ins in Huduma Centres.
• Oversee compliance checks and coordinate with the Huduma Secretariat to maintain consistent service quality.
• Implement the Institution’s Citizen Service Delivery Charter, Service Quality Management framework, and Service Level Agreements.
• Coordinate initiatives with internal stakeholders to strengthen a customer-centered leadership culture.
• Maintain constructive working relationships across departments and stakeholders to ensure timely resolution of escalated queries.
• Ensure closure of audit issues related to compliance requirements.
• Coordinate knowledge management, including staff training, establishment of a knowledge database, and skillset enhancement.
• Implement business continuity plans to minimize service disruption.
• Manage training schedules, leave plans, and resource allocation to ensure uninterrupted service delivery.
• Regularly update the risk register and implement mitigation strategies.
• Prepare and submit periodic and ad hoc reports on customer experience and service delivery.

Required Qualifications

• Minimum of twelve years relevant work experience, including three years as Principal Corporate Communication Officer or equivalent.
• Bachelor’s degree in Public Relations, Communication, Journalism, Marketing, International Relations, or related field.
• Master’s degree in the same or related discipline.
• Leadership course certificate lasting at least four weeks from a recognized institution.
• Membership in a relevant professional body in good standing, where applicable.
• Valid practicing license where applicable.
• Certificate in computer applications.

Preferred Qualifications

• Proven experience in customer experience management, service delivery, and stakeholder engagement.
• Strong analytical, planning, and organizational skills.
• Ability to innovate and drive creativity in service delivery processes.
• Excellent interpersonal, negotiation, and communication skills with emotional intelligence.
• Proven ability to work under pressure, multitask, and mentor teams.

Benefits and Compensation

This role offers a competitive public sector remuneration package, opportunities for professional growth, and exposure to national-level service delivery leadership. Candidates seeking job opportunities today at HELB will gain leadership experience, influence customer experience initiatives, and contribute to improving citizen-centered services across Kenya.

How to Apply for Assistant Director, Customer Experience Job Opportunity at HELB

Qualified candidates interested in the latest jobs at HELB are encouraged to apply for this senior leadership role today. Applications should include a job application letter, curriculum vitae, certified copies of academic and professional certificates, and relevant testimonials quoting the job title and reference number.

Soft copy applications must be submitted via email to [email protected]. Shortlisted candidates will be required to present valid Chapter Six compliance documentation during the recruitment process.

HELB is an equal opportunity employer and encourages applications from women, youth, marginalized communities, and persons with disabilities. This vacancy represents one of the top customer experience opportunities in Nairobi within a mission-driven public sector institution.