Principal Customer Experience Officer, Digital and Creative Service

The Higher Education Loans Board (HELB) is seeking a visionary and results-oriented professional to fill the role of Principal Customer Experience Officer, Digital and Creative Services. This senior leadership position is responsible for shaping HELB’s creative direction, brand visibility, and integrated customer experience across digital, media, and public engagement platforms.

Key Job Information

• Position: Principal Customer Experience Officer, Digital and Creative Services
• Reference Number: HELB/017
• Grade: 5
• Location: Nairobi, Kenya
• Employment Type: Contract (up to three years, renewable subject to performance)
• Experience Level: Senior Leadership

About the Higher Education Loans Board (HELB)

The Higher Education Loans Board is a State Corporation mandated to provide financial support to Kenyan students pursuing higher education and training. Through loans, scholarships, and grants, HELB plays a critical role in empowering dreams and building national human capital.

HELB continues to strengthen its brand presence, digital engagement, and customer experience to meet the evolving needs of learners and stakeholders. The organization offers careers at HELB that combine public service impact, leadership opportunity, and professional growth. These job opportunities at HELB attract experienced professionals committed to innovation, accountability, and service excellence.

Principal Customer Experience Officer, Digital and Creative Services Job Description

The Principal Customer Experience Officer, Digital and Creative Services is responsible for formulating artistic concepts, leading brand strategy, and overseeing creative execution across HELB’s communication ecosystem. The role provides strategic direction for branding, campaigns, events, and media relations while ensuring alignment with institutional goals and customer expectations.

As part of HELB employment opportunities, this role leads multidisciplinary creative teams, manages productivity, and integrates insights from multi-channel platforms into the organization’s communication strategy. The officer works closely with senior management, internal clients, and external stakeholders to deliver impactful creative solutions that support HELB’s mission and strengthen trust across latest jobs at HELB service channels.

Key Responsibilities

• Formulate artistic concepts and creative ideation aligned with HELB’s business and customer experience needs.
• Design and oversee development of branding materials for products and services awareness.
• Lead teams in executing integrated 360-degree campaigns, brand management, media relations, and events.
• Manage creative teams, track productivity, and coordinate with support functions for resources and equipment.
• Develop, review, and enforce approval workflows, sign-offs, and risk schedules for all editorial and creative outputs.
• Track insights from digital, social, and media platforms and integrate findings into organizational communication strategy.
• Review and support development of business service delivery and communication proposals.
• Engage management teams to determine creative and design requirements aligned to strategic priorities.
• Collaborate with internal clients and external stakeholders to generate innovative ideas for process improvement.
• Facilitate creative and design project kick-offs and oversee delivery timelines.
• Supervise daily creative production activities and ensure quality standards are met.
• Identify and resolve issues that may delay creative workflows.
• Recommend workflow enhancements to improve efficiency and reduce operational costs.

Required Qualifications

• At least nine (9) years of relevant work experience, with a minimum of three (3) years served at the grade of Senior Corporate Communication Officer or in a comparable position.
• Bachelor’s degree in Public Relations, Communication, Journalism, Marketing, International Relations, or an equivalent qualification from a recognized institution.
• Management course lasting not less than four (4) weeks from a recognized institution.
• Membership to a relevant professional body and in good standing, where applicable.
• Certificate in Computer Applications.
• Demonstrated merit, leadership ability, and strong performance results.

Preferred Qualifications

• Experience leading large creative or digital communication teams.
• Strong background in brand strategy, public relations, and customer experience management.
• Exposure to public sector or large institutional communication environments.

Key Competencies and Skills

• Leadership and strategic decision-making skills.
• High levels of creativity, innovation, and tenacity.
• Strong analytical, problem-solving, and planning abilities.
• Excellent interpersonal and communication skills.
• Emotional intelligence and ability to lead diverse teams.
• Collaborative mindset and strong team player orientation.

Benefits and Compensation

The successful candidate will be engaged on a renewable contract of up to three years, subject to performance and retirement age policies. HELB provides a professional leadership environment, competitive compensation aligned to Grade 5, and opportunities to shape national-facing communication strategies. These Principal Customer Experience Officer opportunities support long-term growth within public sector careers in Kenya.

How to Apply for Principal Customer Experience Officer Job Opportunity at HELB

Experienced professionals seeking Principal Customer Experience Officer jobs in Kenya, digital and creative leadership careers at HELB, customer experience management vacancies, public sector communication roles, and job opportunities today at HELB are encouraged to apply this week. Interested applicants should submit an application letter, detailed curriculum vitae, and certified copies of academic and professional certificates, clearly quoting the job title and reference number.

Applications must be submitted via email to [email protected]. Only shortlisted candidates will be contacted and required to present valid Chapter Six compliance documents. HELB is an equal opportunity employer and encourages applications from Women, Youth, Marginalized Communities, and Persons with Disabilities seeking Principal Customer Experience Officer vacancies in Nairobi, Kenya.