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...

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Team Leader, Customer Experience Design

Job Type

Full Time

Qualification

BA/BSc/HND , MBA/MSc/MA

Experience

4 years

Location

Nairobi

Job Field

Banking , Customer Care

Position Scope:

This position is responsible for creating visualizations of customer processes. Audit customer journeys, identify areas of improvement, propose new journeys and collaborate with stakeholders on implementation.

Key Responsibilities:

• Play an active role in the creative process to develop the blueprints for compelling customer experience working with a wide multidisciplinary stakeholder team.
• Collaborate with stakeholders on total experience, creation and implementation across all touch points of our customers' journeys.
• Work in both consultative and productive capacities directly with stakeholders to overcome challenges from a user-centric perspective.
• Be the voice of the customer based on insights.
• Design & develop compelling experiences for customers throughout their multi-channel journeys, both new and continuous improvement in collaboration with product owners.
• Document the customer experience through journey & service mapping, personas, wireframes & information architecture.
• Recommend new ideas and innovations to grow and improve our relationship with current customers, based on best practices.
• Use data and knowledge of customer expectations to review CX and UX across the various service delivery channels.
• Benchmark the Bank’s CX, UI, UX performance against peers and key performance indicators (KPIs) targets to identify improvement opportunities.

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.
• Demonstrated advanced capability in end-to-end customer journey mapping and omni-channel experience design, with the ability to align customer journeys to business processes, risk controls, and regulatory requirements within a banking environment.
• Customer-obsessed and empathetic practitioner who applies human-centred design principles to solve complex service, process, and experience challenges across digital and physical banking channels.
• Strong analytical and creative capability, enabling the synthesis of customer insights, operational data, and market trends into actionable experience improvement initiatives.
• Proven passion for innovation and continuous improvement, with the ability to introduce new CX practices, tools, and service concepts that enhance customer value and operational efficiency.
• Effective team contributor and collaborator, able to work seamlessly within cross-functional teams.
• Strong stakeholder engagement and relationship-management skills, with the ability to influence outcomes across senior management, delivery teams, and external partners.
• Brings diversity of thought, perspective, and experience, contributing to mature CX governance and decision-making forums.
• Comfortable operating within an agile and iterative delivery model, supporting rapid testing, learning, and scaling of customer experience enhancements.
• Excellent communication and time-management skills, with the ability to articulate customer insights.
• Solid program and initiative management capability, ensuring CX initiatives are planned, governed, and delivered in alignment with strategic priorities.
• Strong ability to analyze customer, service, and operational data and translate insights into journey visualizations, service blueprints, and experience design artefacts.
• Proficient in Microsoft Office tools (Excel, Outlook, PowerPoint), with the ability to develop presentations, dashboards, and reports to support CX decision-making).
• Demonstrated leadership and supervisory capability, including guiding teams, setting clear expectations, and driving accountability for experience outcomes.
• Team-building and conflict-resolution skills, fostering collaboration and performance in multi-disciplinary banking environments.
• Highly developed organizational and coordination skills, enabling effective management of multiple CX workstreams and stakeholder engagements.
• Broad managerial and administrative capability to support governance, reporting, and day-to-day CX operations.
• Proactive self-starter who demonstrates initiative and ownership in identifying experience gaps and driving improvement actions.
• Strong problem-solving and analytical judgement, particularly in diagnosing root causes of customer friction and service failure.
• Excellent self-management and organizational discipline, ensuring consistent delivery in fast-paced, regulated environments.
• Working knowledge and application of Total Quality Management and service excellence principles, supporting continuous improvement, control, and customer satisfaction outcomes.

Check how your CV aligns with this job

• Play an active role in the creative process to develop the blueprints for compelling customer experience working with a wide multidisciplinary stakeholder team.
• Collaborate with stakeholders on total experience, creation and implementation across all touch points of our customers' journeys.
• Work in both consultative and productive capacities directly with stakeholders to overcome challenges from a user-centric perspective.
• Be the voice of the customer based on insights.
• Design & develop compelling experiences for customers throughout their multi-channel journeys, both new and continuous improvement in collaboration with product owners.
• Document the customer experience through journey & service mapping, personas, wireframes & information architecture.
• Recommend new ideas and innovations to grow and improve our relationship with current customers, based on best practices.
• Use data and knowledge of customer expectations to review CX and UX across the various service delivery channels.
• Benchmark the Bank’s CX, UI, UX performance against peers and key performance indicators (KPIs) targets to identify improvement opportunities.

• Demonstrated advanced capability in end-to-end customer journey mapping and omni-channel experience design, with the ability to align customer journeys to business processes, risk controls, and regulatory requirements within a banking environment.
• Customer-obsessed and empathetic practitioner who applies human-centred design principles to solve complex service, process, and experience challenges across digital and physical banking channels.
• Strong analytical and creative capability, enabling the synthesis of customer insights, operational data, and market trends into actionable experience improvement initiatives.
• Proven passion for innovation and continuous improvement, with the ability to introduce new CX practices, tools, and service concepts that enhance customer value and operational efficiency.
• Effective team contributor and collaborator, able to work seamlessly within cross-functional teams.
• Strong stakeholder engagement and relationship-management skills, with the ability to influence outcomes across senior management, delivery teams, and external partners.
• Brings diversity of thought, perspective, and experience, contributing to mature CX governance and decision-making forums.
• Comfortable operating within an agile and iterative delivery model, supporting rapid testing, learning, and scaling of customer experience enhancements.
• Excellent communication and time-management skills, with the ability to articulate customer insights.
• Solid program and initiative management capability, ensuring CX initiatives are planned, governed, and delivered in alignment with strategic priorities.
• Strong ability to analyze customer, service, and operational data and translate insights into journey visualizations, service blueprints, and experience design artefacts.
• Proficient in Microsoft Office tools (Excel, Outlook, PowerPoint), with the ability to develop presentations, dashboards, and reports to support CX decision-making).
• Demonstrated leadership and supervisory capability, including guiding teams, setting clear expectations, and driving accountability for experience outcomes.
• Team-building and conflict-resolution skills, fostering collaboration and performance in multi-disciplinary banking environments.
• Highly developed organizational and coordination skills, enabling effective management of multiple CX workstreams and stakeholder engagements.
• Broad managerial and administrative capability to support governance, reporting, and day-to-day CX operations.
• Proactive self-starter who demonstrates initiative and ownership in identifying experience gaps and driving improvement actions.
• Strong problem-solving and analytical judgement, particularly in diagnosing root causes of customer friction and service failure.
• Excellent self-management and organizational discipline, ensuring consistent delivery in fast-paced, regulated environments.
• Working knowledge and application of Total Quality Management and service excellence principles, supporting continuous improvement, control, and customer satisfaction outcomes.

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