Background information about the job or company

National Bank is a major player in Kenya’s banking industry. It is one of the largest banks in the country giving financial services to all sectors of the economy. The bank will continue to cover the financial landscape and respond positively to the needs of its customers, shareholders and the economy besides offering traditional financial services and pro...

Position Scope:

This position is responsible for leading the Experience Design Unit and CX improvement initiatives using human-centered, design thinking methodologies. Focus on holistic, omni-channel experience design from concept to production.

Key Responsibilities:

• Collaborate with stakeholders to ensure the customer experience process integrates with day-to-day tasks, decisions and implementations.
• Work with stakeholders to incorporate customer experience requirements into application, product, channels, touch point designs.
• Monitor adherence to the defined customer journeys.
• Responsible for the creation of the best user experience across various CX platforms, products and touchpoints in the bank.
• Collaborate with product owners to achieve product-market fit and provide customer insight during product development.
• Use data and knowledge of customer expectations to review CX and UX across the various service delivery channels.
• Co-design and implement the user experience across the various touchpoints.
• Benchmark the Bank’s CX, UI, UX performance against peers and key performance indicators (KPIs) targets to identify improvement opportunities.
• Design, map and oversee implementation of Customer Journeys.

Education/Professional Qualifications, Skills & Experience:

• Bachelor's degree in a business-related field from a recognized University.
• Master’s degree will be an added advantage.
• Minimum of 4 year's related experience in journey mapping, lifecycle management, 1 year experience in a Bank/Financial Institution, Tech environment.
• Strong customer relationship development and management skills.
• Proven quality and service quality management capability.
• Solid understanding of business processes and service delivery operations.
• Effective negotiation, problem-solving and conflict-resolution skills.
• Excellent verbal and written communication abilities.
• Creative, innovative and solution-oriented mindset.
• Strong presentation and stakeholder engagement skills.
• Ability to manage multiple tasks and priorities effectively.
• High standard of professional telephone etiquette.
• Superior product and service knowledge.
• Demonstrated leadership and supervisory experience.
• Teambuilding and conflict-management skills.
• Excellent organizational and coordination abilities.
• Sound general management and administrative skills.
• High level of initiative and accountability.
• Strong analytical and structured problem-solving skills.
• Effective self-management and organizational skills.
• Excellent interpersonal and relationship-building skills.
• Knowledge and application of Total Quality Management principles

• Collaborate with stakeholders to ensure the customer experience process integrates with day-to-day tasks, decisions and implementations.
• Work with stakeholders to incorporate customer experience requirements into application, product, channels, touch point designs.
• Monitor adherence to the defined customer journeys.
• Responsible for the creation of the best user experience across various CX platforms, products and touchpoints in the bank.
• Collaborate with product owners to achieve product-market fit and provide customer insight during product development.
• Use data and knowledge of customer expectations to review CX and UX across the various service delivery channels.
• Co-design and implement the user experience across the various touchpoints.
• Benchmark the Bank’s CX, UI, UX performance against peers and key performance indicators (KPIs) targets to identify improvement opportunities.
• Design, map and oversee implementation of Customer Journeys.

• Strong customer relationship development and management skills.
• Proven quality and service quality management capability.
• Solid understanding of business processes and service delivery operations.
• Effective negotiation, problem-solving and conflict-resolution skills.
• Excellent verbal and written communication abilities.
• Creative, innovative and solution-oriented mindset.
• Strong presentation and stakeholder engagement skills.
• Ability to manage multiple tasks and priorities effectively.
• High standard of professional telephone etiquette.
• Superior product and service knowledge.
• Demonstrated leadership and supervisory experience.
• Teambuilding and conflict-management skills.
• Excellent organizational and coordination abilities.
• Sound general management and administrative skills.
• High level of initiative and accountability.
• Strong analytical and structured problem-solving skills.
• Effective self-management and organizational skills.
• Excellent interpersonal and relationship-building skills.
• Knowledge and application of Total Quality Management principles

• Bachelor's degree in a business-related field from a recognized University.
• Master’s degree will be an added advantage.