General Manager, Customer Experience

SBM Bank Kenya is hiring a General Manager, Customer Experience to join its Consumer Banking division at the Head Office in Nairobi. This General Manager Customer Experience jobs in Kenya opportunity is ideal for experienced banking leaders seeking executive career growth through SBM Bank Kenya careers and the latest General Manager Customer Experience vacancies.

Key Job Information

• Position: General Manager, Customer Experience
• Company: SBM Bank Kenya
• Department: Consumer Banking
• Location: Head Office, Nairobi, Kenya
• Employment Type: Full-Time
• Contract Type: Open-Ended
• Experience Level: Executive Leadership
• Application Deadline: 31 July 2026

About SBM Bank Kenya

SBM Bank Kenya is a leading commercial bank delivering innovative financial solutions across retail, business, corporate, treasury, and bancassurance services. The bank is committed to building lasting customer relationships through service excellence, digital innovation, and customer-centric banking.

Professionals exploring jobs at SBM Bank Kenya become part of a forward-thinking financial institution that values innovation, collaboration, integrity, and leadership. Through SBM Bank Kenya vacancies 2026, the bank continues to attract experienced professionals who are passionate about transforming customer experiences.

General Manager, Customer Experience Job Description – Customer Experience Leadership Jobs in Kenya

The General Manager, Customer Experience will provide strategic leadership in developing and executing the bank’s customer experience strategy across all customer touchpoints, business units, and service channels. The role is responsible for embedding a customer-first culture, improving service delivery, driving customer engagement, and ensuring the bank consistently delivers exceptional customer experiences.

This opportunity is ideal for professionals seeking a General Manager Customer Experience vacancy in Nairobi who possess extensive leadership experience in banking, customer experience management, contact centre operations, and business transformation.

Key Responsibilities

• Develop and execute the bank’s Customer Experience strategy aligned with business objectives.
• Drive customer-centric initiatives that improve service quality across all customer touchpoints.
• Lead Net Promoter Score (NPS), Voice of Customer (VoC), Root Cause Analysis (RCA), and customer journey improvement initiatives.
• Monitor customer feedback, complaints, and service performance to identify improvement opportunities.
• Develop and enforce enterprise-wide customer service standards and Service Level Agreements (SLAs).
• Oversee Contact Centre performance and recommend technology enhancements to improve customer interactions.
• Ensure compliance with Central Bank of Kenya regulations, internal policies, and risk management frameworks.
• Drive customer retention, customer lifetime value, cross-selling initiatives, and business growth strategies.
• Provide executive leadership, coaching, and talent development for Customer Experience teams.
• Collaborate with business units to implement continuous improvement and customer engagement initiatives.

Required Qualifications – Customer Experience Executive Careers in Kenya

• Bachelor’s degree from a recognized university.
• Minimum of ten years’ experience within the banking industry.
• At least five years of leadership experience in Customer Experience management.
• Proven experience leading Contact Centre operations and customer service transformation initiatives.
• Strong understanding of customer journey mapping, Voice of Customer (VoC), and customer analytics.
• Experience managing service improvement projects, regulatory compliance, and operational risk.
• Interest in pursuing customer experience director jobs in Kenya within the banking sector.

Preferred Qualifications

• Executive leadership experience within retail or consumer banking.
• Experience implementing CRM platforms and customer engagement technologies.
• Strong strategic planning, stakeholder management, and business transformation expertise.
• Professional certifications in Customer Experience or Service Management are an added advantage.

Benefits and Compensation

• Competitive executive remuneration package.
• Leadership role within one of Kenya’s leading commercial banks.
• Opportunity to shape enterprise-wide customer experience strategy.
• Professional leadership development and executive learning opportunities.
• Collaborative culture focused on innovation and continuous improvement.
• Excellent opportunity for professionals pursuing banking executive careers in Kenya.

How to Apply for General Manager, Customer Experience Jobs at SBM Bank Kenya

Candidates interested in apply for General Manager Customer Experience job in Nairobi should complete the online application through the official SBM Bank Kenya careers portal. Submit an updated CV highlighting your executive leadership experience, customer experience strategy, contact centre management, business transformation achievements, and banking expertise.

If you are searching for customer experience jobs in Kenya or banking leadership jobs Nairobi, this is an outstanding opportunity to join SBM Bank Kenya and lead the transformation of customer experience across the organization. Only shortlisted candidates will be contacted during the recruitment process.