Senior Customer Experience Officer, Digital and Creative Services

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

Key Job Information

• Position: Senior Customer Experience Officer, Digital and Creative Services
• Reference Number: HELB/018
• Organization: Higher Education Loans Board (HELB)
• Grade: Grade 6
• 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 leading public institution that provides financial support to students pursuing higher education in Kenya. HELB is committed to delivering accessible, innovative, and customer-focused services through digital transformation and effective stakeholder engagement.

Professionals exploring jobs at HELB can contribute to impactful public service initiatives while supporting creative communication, digital engagement, and customer experience across the organization.

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

The Senior Customer Experience Officer will be responsible for creating artistic concepts, supporting brand communication, supervising creative production, and coordinating digital and creative service initiatives. The role ensures that communication materials effectively promote HELB’s products, services, and public awareness campaigns.

The successful candidate will collaborate with internal business units, supervise creative workflows, analyze digital communication insights, and recommend improvements that enhance efficiency and customer engagement. This position is ideal for professionals pursuing digital communications careers in Kenya.

Key Responsibilities

• Create artistic concepts and creative ideas that align with organizational business needs.
• Develop branding materials to promote HELB products and services.
• Work with business units to translate work plans into effective communication objectives.
• Supervise the creative team, monitor productivity, and coordinate required resources.
• Develop and enforce approval processes, sign-offs, and risk schedules for creative and editorial content.
• Track insights from digital and multi-channel communication platforms to strengthen communication strategies.
• Collect and coordinate creative and design requirements across HELB departments.
• Recommend workflow improvements that increase efficiency and reduce operational costs.
• Support the delivery of high-quality digital content and creative communication projects.
• Maintain effective collaboration with internal stakeholders to achieve communication objectives.

Required Qualifications – Customer Experience careers in Kenya

• At least six years of relevant work experience, including three years as a Corporate Communication Officer I or in a comparable position.
• Bachelor’s degree in Public Relations, Communication, Journalism, Marketing, International Relations, or an equivalent qualification.
• 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 measurable results.
• Excellent communication, planning, analytical, report writing, and problem-solving skills.
• Candidates searching for creative communications jobs in Kenya should demonstrate strong creativity and digital communication expertise.

Preferred Qualifications

• Experience managing creative projects, digital campaigns, or brand communication initiatives.
• Knowledge of digital content creation, branding, and customer engagement strategies.
• Strong organizational, time management, and stakeholder collaboration skills.
• Ability to supervise creative teams while maintaining quality and meeting deadlines.

Benefits and Compensation

• Contract of up to three years, renewable subject to performance and applicable retirement requirements.
• Opportunity to contribute to digital transformation and customer experience within a national public institution.
• Exposure to branding, creative production, digital communications, and stakeholder engagement.
• Professional development through innovative communication and creative service projects.
• Excellent opportunity for professionals seeking senior communications jobs in Kenya.

How to Apply for Senior Customer Experience Officer Jobs at HELB

Candidates interested in apply for Senior 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 clearly quote HELB/018 and the position title on the cover letter and envelope.

Applications should be addressed to the Chief Executive Officer, Higher Education Loans Board, Anniversary Towers, 19th Floor, P.O. Box 69489-00400, Nairobi, Kenya, and must be received by 1 September 2026. Soft copy applications should also be emailed 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.