Principal Customer Experience Officer, Digital and Creative Services

Higher Education Loans Board (HELB) is recruiting a Principal Customer Experience Officer, Digital and Creative Services to strengthen its customer experience and communications function in Nairobi, Kenya. This Principal Customer Experience Officer jobs in Nairobi opportunity is ideal for experienced creative and communications professionals seeking HELB careers and the latest customer experience vacancies in Kenya.

Key Job Information

• Position: Principal Customer Experience Officer, Digital and Creative Services
• Reference Number: HELB/017
• Organization: Higher Education Loans Board (HELB)
• Grade: Grade 5
• Location: Nairobi, Kenya
• Employment Type: Contract
• Contract Period: Up to three years, renewable subject to performance and retirement age
• Application Deadline: 1 September 2026

About Higher Education Loans Board

The Higher Education Loans Board is a Kenyan public institution that provides financial support to students and manages education financing programmes. HELB serves students and stakeholders nationwide through customer-focused services, digital platforms, communications, and operational support.

Professionals exploring jobs at HELB can contribute to a nationally significant organization while working on communications, branding, creative services, customer experience, and stakeholder engagement initiatives.

Principal Customer Experience Officer Job Description – Digital and Creative Services jobs in Nairobi

The Principal Customer Experience Officer will lead creative ideation, brand development, digital communication, events, media relations, and creative production. The role ensures HELB’s communication materials and customer-facing experiences are consistent, engaging, effective, and aligned with business objectives.

The successful candidate will manage creative teams, coordinate projects, monitor productivity, develop workflows, and use insights from multiple channels to improve organizational communication and service delivery. This role is suited to professionals pursuing customer experience careers in Kenya.

Key Responsibilities

• Formulate artistic concepts and creative ideas that align with organizational and business needs.
• Design branding materials that promote awareness of HELB products and services.
• Lead teams executing integrated campaigns, brand management, media relations, events, and public relations.
• Manage creative teams, track productivity, and coordinate resources and equipment.
• Develop and enforce approval, sign-off, and risk schedules for editorial and creative products.
• Analyze insights from multi-channel platforms and integrate findings into communication strategies.
• Review and support development of business service delivery proposals.
• Engage management teams and business units to establish creative and design requirements.
• Facilitate creative project kick-offs and oversee daily creative production activities.
• Recommend workflow improvements that increase efficiency and reduce operational costs.

Required Qualifications – Creative and Communications careers in Kenya

• At least nine years of relevant work experience, including three years at Senior Corporate Communication Officer level or an equivalent position.
• Bachelor’s degree in Public Relations, Communication, Journalism, Marketing, International Relations, or an equivalent qualification.
• Management course lasting at least four weeks from a recognized institution.
• Membership in a relevant professional body and in good standing where applicable.
• Certificate in Computer Applications.
• Demonstrated merit and ability through strong work performance and results.
• Candidates searching for digital communications jobs in Kenya should demonstrate strong creative leadership and project management capabilities.

Preferred Qualifications

• Experience managing integrated 360-degree marketing and communication campaigns.
• Strong background in digital content, creative production, brand management, and events.
• Experience using multi-channel insights to improve customer communication strategies.
• Ability to manage competing creative projects while maintaining quality and deadlines.

Benefits and Compensation

• Contract of up to three years, renewable subject to performance and applicable retirement requirements.
• Opportunity to lead creative and customer experience initiatives within a national public institution.
• Exposure to digital communications, branding, events, media relations, and service improvement.
• Professional development through strategic creative and communications projects.
• Opportunity for professionals seeking senior communications jobs in Kenya.

How to Apply for Principal Customer Experience Officer Jobs at HELB

Candidates interested in apply for Principal Customer Experience Officer job Nairobi should submit an application letter, detailed CV, academic and professional certificates, Identity Card or Passport copy, and relevant testimonials. The application should quote HELB/017 and the position title on the cover letter and envelope.

Applications should reach the Chief Executive Officer, Higher Education Loans Board, Anniversary Towers, 19th Floor, P.O. Box 69489-00400, Nairobi, Kenya, by 1 September 2026. Soft copies should also be sent to [email protected]. Applicants who previously submitted applications are encouraged to reapply. Successful candidates will be required to present valid Chapter Six clearance documents. HELB is an equal opportunity employer and encourages qualified women, youth, marginalized communities, and persons with disabilities to apply.