About Equity Bank

Equity Bank is a leading financial services provider in Africa, committed to empowering individuals, families, and businesses through innovative financial solutions. We are dedicated to driving economic growth and social transformation across the continent.

Role Overview

We are seeking a dynamic and experienced Customer Experience (CX) Communications Manager to lead our communication strategies focused on enhancing customer satisfaction and engagement. This role is crucial in shaping how we communicate with our customers, ensuring a consistent, positive, and impactful experience across all touchpoints.

Key Responsibilities

• Develop and implement comprehensive CX communication strategies aligned with the bank's overall business objectives.
• Create compelling and clear communication materials for various customer segments across different channels (e.g., email, SMS, social media, website, in-branch).
• Manage the customer feedback loop, ensuring insights are captured, analyzed, and used to improve communication and service delivery.
• Collaborate with marketing, product development, and customer service teams to ensure a unified brand voice and consistent customer journey.
• Monitor communication effectiveness and customer sentiment, making data-driven adjustments to strategies.
• Oversee the development and execution of proactive communication campaigns to inform customers about new products, services, and policy changes.
• Ensure all communications are compliant with regulatory requirements and internal policies.
• Lead and mentor a team of communication specialists.

Qualifications and Experience

• Bachelor's degree in Communications, Marketing, Public Relations, Business Administration, or a related field. A Master's degree is an added advantage.
• Minimum of 5 years of experience in communications, preferably within the financial services sector, with a strong focus on customer experience.
• Proven track record in developing and executing successful communication strategies.
• Excellent written and verbal communication skills, with the ability to craft clear, concise, and persuasive messages.
• Strong understanding of customer journey mapping and CX principles.
• Proficiency in using various communication tools and platforms.
• Strong analytical and problem-solving skills.
• Leadership and team management experience.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work with a leading financial institution in Africa.
• A collaborative and supportive work environment.
• Professional development and growth opportunities.

• Develop and implement comprehensive CX communication strategies aligned with the bank's overall business objectives.
• Create compelling and clear communication materials for various customer segments across different channels (e.g., email, SMS, social media, website, in-branch).
• Manage the customer feedback loop, ensuring insights are captured, analyzed, and used to improve communication and service delivery.
• Collaborate with marketing, product development, and customer service teams to ensure a unified brand voice and consistent customer journey.
• Monitor communication effectiveness and customer sentiment, making data-driven adjustments to strategies.
• Oversee the development and execution of proactive communication campaigns to inform customers about new products, services, and policy changes.
• Ensure all communications are compliant with regulatory requirements and internal policies.
• Lead and mentor a team of communication specialists.

• Excellent written and verbal communication skills, with the ability to craft clear, concise, and persuasive messages.
• Strong understanding of customer journey mapping and CX principles.
• Proficiency in using various communication tools and platforms.
• Strong analytical and problem-solving skills.
• Leadership and team management experience.

• Bachelor's degree in Communications, Marketing, Public Relations, Business Administration, or a related field. A Master's degree is an added advantage.
• Minimum of 5 years of experience in communications, preferably within the financial services sector, with a strong focus on customer experience.
• Proven track record in developing and executing successful communication strategies.