Senior Customer Experience Officer, Digital and Creative Services

The Higher Education Loans Board (HELB) is seeking a highly creative and strategic professional to fill the position of Senior Customer Experience Officer, Digital and Creative Services. This role is central to shaping HELB’s visual identity, digital storytelling, and customer-facing communications across multiple platforms.

Key Job Information

• Position: Senior Customer Experience Officer, Digital and Creative Services
• Reference Number: HELB/018
• Grade: 6
• Location: Nairobi, Kenya
• Employment Type: Contract (up to three years, renewable subject to performance)
• Experience Level: Senior / Supervisory

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 pivotal role in empowering learners and strengthening national human capital development.

HELB continues to invest in digital transformation, customer experience, and brand visibility to enhance service delivery. The organization offers careers at HELB that combine public service impact with professional growth, innovation, and creativity. These job opportunities at HELB allow professionals to contribute to meaningful national outcomes while advancing their careers in a dynamic institutional environment.

Senior Customer Experience Officer, Digital and Creative Services Job Description

The Senior Customer Experience Officer, Digital and Creative Services is responsible for creating compelling artistic concepts and supervising the creative function to support HELB’s communication and branding objectives. The role provides strategic leadership in translating business needs into engaging digital and creative outputs that enhance customer understanding and engagement.

As part of HELB employment opportunities, this position collaborates closely with internal business units to align communication workplans with institutional priorities. The officer oversees creative workflows, ensures quality assurance, and leverages insights from digital platforms to inform HELB’s communication strategy. This role supports visibility, trust, and consistency across latest jobs at HELB service touchpoints.

Key Responsibilities

• Create artistic concepts and creative ideas aligned with HELB’s business and customer experience needs.
• Develop branding and creative materials to support awareness of HELB products and services.
• Engage business units to translate workplans into clear communication and creative objectives.
• Supervise the creative team, track productivity, and coordinate with support functions for tools and resources.
• Develop and enforce approval workflows, sign-offs, and risk schedules for editorial and creative outputs.
• Track insights from multi-channel platforms and integrate findings into organizational communication strategies.
• Collate and prioritize creative and design needs across HELB departments.
• Recommend workflow improvements to enhance efficiency and reduce operational costs.
• Ensure creative outputs align with institutional brand guidelines and governance standards.

Required Qualifications

• At least six (6) years of relevant work experience, with a minimum of three (3) years served at the grade of Corporate Communication Officer I or in a comparable position.
• Bachelor’s degree in Public Relations, Communication, Journalism, Marketing, International Relations, or an equivalent qualification from a recognized institution.
• Membership to a relevant professional body and in good standing, where applicable.
• Certificate in Computer Applications.
• Demonstrated merit, competence, and strong performance results.

Preferred Qualifications

• Experience managing creative or digital communication teams.
• Strong understanding of digital media, branding, and customer experience design.
• Exposure to public sector communication environments or large institutions.

Key Competencies and Skills

• Excellent communication and interpersonal skills.
• Strong planning, organizing, and time management abilities.
• Analytical and problem-solving skills.
• Creativity, innovation, and emotional intelligence.
• Report writing and presentation skills.
• Ability to work collaboratively as a team player.

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 offers a professional work environment, leadership exposure, and competitive compensation aligned to Grade 6. These Senior Customer Experience Officer opportunities support long-term growth within public sector careers in Kenya.

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

Professionals seeking Senior Customer Experience Officer jobs in Kenya, digital and creative services careers at HELB, and job opportunities today at HELB are encouraged to apply this week. Interested candidates should submit an application letter, detailed curriculum vitae, certified copies of academic and professional certificates, and relevant testimonials, 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 welcomes applications from Women, Youth, Marginalized Communities, and Persons with Disabilities seeking Senior Customer Experience Officer vacancies in Nairobi, Kenya.