Customer Experience Communications Assistant

Equity Bank, a leading financial institution transforming lives across Africa, is seeking a dynamic and analytical Customer Experience (CX) Communications Assistant to join their innovative team. With a remarkable presence in six African countries and over 12 million customers, Equity Bank is committed to delivering exceptional financial services and creating meaningful customer experiences.

Company Background

As a pan-African banking giant, Equity Bank operates in Kenya, Uganda, Tanzania, Rwanda, South Sudan, and DRC Congo. The bank’s mission is to empower African communities through modern, inclusive financial solutions that unlock social and economic opportunities.

Job Description

Role Purpose

The Customer Experience (CX) Communications Assistant will play a crucial role in developing, implementing, and managing communication strategies that elevate customer experience across all touchpoints. This position is instrumental in crafting customer-centric narratives and driving continuous improvement in service delivery.

Key Responsibilities

1. Quality Monitoring and Strategic Evaluation

•    – Conduct comprehensive service quality audits and inspections
•    – Analyze customer feedback to identify improvement opportunities
•    – Develop detailed quality assessment reports

2. Process Optimization and Improvement

•    – Collaborate with cross-functional teams to enhance service delivery
•    – Identify and recommend process improvements
•    – Implement strategies to mitigate service-related risks

3. Data-Driven Insights and Reporting

•    – Utilize advanced data analysis tools to extract customer satisfaction trends
•    – Maintain meticulous documentation of quality assessments
•    – Prepare periodic management reports on CX performance

4. Compliance and Risk Management

•    – Ensure strict adherence to regulatory standards
•    – Develop strategies to manage potential service quality risks
•    – Promote a culture of continuous improvement

Qualifications and Requirements

Educational Background

• – Bachelor’s degree in Business, Communications, or related field
• – Minimum of 3 years of banking or customer experience-related experience

Essential Skills and Competencies

• – Exceptional analytical and conceptual thinking abilities
• – Advanced proficiency in Excel and CX tracking systems
• – Strong reporting and people management skills
• – Detail-oriented approach to customer service
• – Proven track record of customer satisfaction and loyalty enhancement

Technical Competencies

• – Comprehensive understanding of bank products and processes
• – Ability to track and exceed Customer Experience (CX) metrics and KPIs
• – Technological aptitude for productivity tracking and process management

Job Details

• – Organization: Equity Bank Kenya Ltd
• – Employment Type: Regular Full-Time Position
• – Job Level: Non-Management
• – Work Shift: Day Job

Why Join Equity Bank?

• – Work with a leading pan-African financial institution
• – Opportunity to make a meaningful impact on customer experiences
• – Dynamic and innovative work environment
• – Potential for professional growth and development

Application Process

Interested candidates meeting the qualifications are invited to apply and become part of Equity Bank’s mission to transform lives across Africa.

Equity Bank is an equal opportunity employer committed to diversity and inclusion.