Client Experience and Insights Manager
2025-06-05T13:35:51+00:00
HF Group
https://cdn.greatkenyanjobs.com/jsjobsdata/data/employer/comp_8010/logo/hf.png
https://www.hfgroup.co.ke/
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Finance
Management
2025-06-13T17:00:00+00:00
Kenya
8
Client Experience and Insights Manager at HF Group
Housing Finance Company of Kenya was incorporated as the premier mortgage Finance Institution in Kenya licensed under the Banking Act with the CDC and the GoK owning 60% and 40% respectively.
Housing Finance started operations with the main objective of implementing the government’s policy of promoting thrift and home ownership by lending.
Principle Accountabilities
- Ensure service standards are defined and documented.
- Monitor and ensure all Customer Experience related matters are properly logged into the supporting system and tracked to closure.
- Lead the development and execution of customer insights research strategies, including surveys, focus groups, and customer journey mapping.
- Collect, analyze, and interpret customer data from a variety of sources, including CRM systems, market research, and direct customer interactions.
- Identify trends, patterns, and key drivers of customer satisfaction, loyalty, and behaviour.
- Provide actionable insights to cross-functional teams (Marketing, Product, Retail, and Customer Experience, Innovation, Strategy etc.) to influence strategic decisions.
- Present findings in clear and compelling formats, such as reports, presentations, and dashboards, to senior leadership.
- Work with external research partners to manage market research projects and ensure alignment with business goals.
- Develop customer personas and segmentation strategies to better target customer needs and preferences.
- Monitor competitive landscape and customer industry trends to ensure the company’s offerings remain relevant and competitive.
- Collaborate with Retail, Product and Marketing teams to ensure customer insights are integrated into product and messaging strategies.
Minimum Qualifications, Knowledge and Experience
Academic Qualification
- Bachelor's Degree from a recognized University.
Experience
- At least 3 years working experience in a Customer service role preferably as a Team leader in a Customer Experience Function.
- Excellent communication skills with the ability to convey complex data in a simple and actionable manner.
- Strong project management skills with the ability to handle multiple priorities.
- Ability to work cross-functionally and build relationships with key stakeholders.
At least 3 years working experience in a Customer service role preferably as a Team leader in a Customer Experience Function. Excellent communication skills with the ability to convey complex data in a simple and actionable manner. Strong project management skills with the ability to handle multiple priorities. Ability to work cross-functionally and build relationships with key stakeholders. Bachelor's Degree from a recognized University.
Ensure service standards are defined and documented. Monitor and ensure all Customer Experience related matters are properly logged into the supporting system and tracked to closure. Lead the development and execution of customer insights research strategies, including surveys, focus groups, and customer journey mapping. Collect, analyze, and interpret customer data from a variety of sources, including CRM systems, market research, and direct customer interactions. Identify trends, patterns, and key drivers of customer satisfaction, loyalty, and behaviour. Provide actionable insights to cross-functional teams (Marketing, Product, Retail, and Customer Experience, Innovation, Strategy etc.) to influence strategic decisions. Present findings in clear and compelling formats, such as reports, presentations, and dashboards, to senior leadership. Work with external research partners to manage market research projects and ensure alignment with business goals. Develop customer personas and segmentation strategies to better target customer needs and preferences. Monitor competitive landscape and customer industry trends to ensure the company’s offerings remain relevant and competitive. Collaborate with Retail, Product and Marketing teams to ensure customer insights are integrated into product and messaging strategies.
JOB-68419d37703a3
Vacancy title:
Client Experience and Insights Manager
[Type: FULL_TIME, Industry: Finance, Category: Management]
Jobs at:
HF Group
Deadline of this Job:
Friday, June 13 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Thursday, June 5 2025, Base Salary: Not Disclosed
Similar Jobs in Kenya
Learn more about HF Group
HF Group jobs in Kenya
JOB DETAILS:
Client Experience and Insights Manager at HF Group
Housing Finance Company of Kenya was incorporated as the premier mortgage Finance Institution in Kenya licensed under the Banking Act with the CDC and the GoK owning 60% and 40% respectively.
Housing Finance started operations with the main objective of implementing the government’s policy of promoting thrift and home ownership by lending.
Principle Accountabilities
- Ensure service standards are defined and documented.
- Monitor and ensure all Customer Experience related matters are properly logged into the supporting system and tracked to closure.
- Lead the development and execution of customer insights research strategies, including surveys, focus groups, and customer journey mapping.
- Collect, analyze, and interpret customer data from a variety of sources, including CRM systems, market research, and direct customer interactions.
- Identify trends, patterns, and key drivers of customer satisfaction, loyalty, and behaviour.
- Provide actionable insights to cross-functional teams (Marketing, Product, Retail, and Customer Experience, Innovation, Strategy etc.) to influence strategic decisions.
- Present findings in clear and compelling formats, such as reports, presentations, and dashboards, to senior leadership.
- Work with external research partners to manage market research projects and ensure alignment with business goals.
- Develop customer personas and segmentation strategies to better target customer needs and preferences.
- Monitor competitive landscape and customer industry trends to ensure the company’s offerings remain relevant and competitive.
- Collaborate with Retail, Product and Marketing teams to ensure customer insights are integrated into product and messaging strategies.
Minimum Qualifications, Knowledge and Experience
Academic Qualification
- Bachelor's Degree from a recognized University.
Experience
- At least 3 years working experience in a Customer service role preferably as a Team leader in a Customer Experience Function.
- Excellent communication skills with the ability to convey complex data in a simple and actionable manner.
- Strong project management skills with the ability to handle multiple priorities.
- Ability to work cross-functionally and build relationships with key stakeholders.
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
Job application procedure
Interested and qualified? Click Here to Apply
All Jobs | QUICK ALERT SUBSCRIPTION
