Customer Experience Officer

Equity Afya is actively recruiting a professional and customer-focused Customer Experience Officer to join its healthcare operations in Nairobi, Kenya. This full-time Customer Experience Officer job in Nairobi is ideal for service-oriented professionals with strong interpersonal skills, solid administrative experience, and a passion for delivering exceptional patient and client experiences within a modern healthcare environment.

Key Job Information

• Position: Customer Experience Officer
• Location: Nairobi, Kenya
• Employment Type: Full-time
• Experience Level: Mid-level (2+ years experience)
• Industry: Healthcare / Customer Service
• Organization: Equity Afya
• Posted Date: 15 January 2026

About Equity Afya

Equity Afya is a leading healthcare provider dedicated to offering affordable, accessible, and high-quality medical services across Kenya. As part of the Equity Group ecosystem, the organization leverages modern healthcare systems, skilled professionals, and a strong customer-centric approach to improve patient outcomes and service delivery.

With facilities across multiple counties, Equity Afya continues to grow while maintaining high standards of professionalism, ethical practice, and operational excellence. The organization values teamwork, integrity, and continuous improvement, making it a preferred employer within the healthcare jobs market in Kenya.

Customer Experience Officer – Role Overview

This Customer Experience Officer role at Equity Afya serves as a frontline position responsible for managing patient and client interactions while ensuring a positive, efficient, and professional experience across all touchpoints. The role supports service delivery by coordinating front office operations, handling enquiries, and ensuring timely resolution of feedback and concerns.

The position plays a critical role in maintaining Equity Afya’s reputation for quality healthcare services by ensuring patients feel welcomed, informed, and supported throughout their visit. This role is ideal for professionals seeking growth in customer experience jobs in healthcare.

Key Responsibilities

• Serve as the first point of contact for patients, clients, and visitors at the facility.
• Receive, guide, and assist patients in a professional and courteous manner.
• Respond promptly to enquiries, concerns, and feedback while ensuring effective service recovery.
• Support patient registration, appointment scheduling, and front office coordination.
• Maintain accurate customer and patient records using Health Management Information Systems (HMIS).
• Coordinate with internal departments to ensure smooth and timely service delivery.
• Promote a positive customer experience aligned with Equity Afya service standards.
• Ensure confidentiality and compliance with healthcare data protection policies.
• Support reporting, documentation, and administrative tasks as required.
• Maintain a clean, safe, and welcoming front office environment.

Required Qualifications

• Diploma in Front Office Administration, Business Administration, Health Records, or an equivalent qualification.
• At least two (2) years of experience working in a service-oriented industry, preferably within healthcare.
• Strong proficiency in computer applications, particularly Health Management Information Systems (HMIS).
• Excellent communication skills and strong interpersonal abilities.
• Customer-focused mindset with high attention to detail and professionalism.

Preferred Qualifications

• Previous experience in a healthcare facility or medical service environment.
• Experience handling customer feedback and complaint resolution.
• Strong organizational and multitasking skills.
• Ability to work effectively in a fast-paced service environment.
• Knowledge of patient flow management and service quality standards.

Benefits and Compensation

• Competitive salary aligned with industry standards.
• Opportunity to work with a trusted healthcare provider in Kenya.
• Professional development and career growth opportunities.
• Supportive and collaborative work culture.
• Exposure to modern healthcare systems and customer experience best practices.

How to Apply for This Customer Experience Officer Position

Qualified candidates interested in this Customer Experience Officer job at Equity Afya in Nairobi are encouraged to apply. Interested candidates should apply using the Apply Now button below.

This role offers an excellent opportunity to join Equity Afya careers and contribute to delivering exceptional customer and patient experiences within Kenya’s healthcare sector.