Vacancy title:
Principal Customer Experience Officer

[Type: FULL_TIME, Industry: Healthcare, Category: Customer Service]

Jobs at:
The Social Health Authority (SHA)

Deadline of this Job:
Thursday, October 2 2025

Duty Station:
Kenya | Nairobi | Kenya

Summary
Date Posted: Friday, September 12 2025, Base Salary: Not Disclosed

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Learn more about The Social Health Authority (SHA)
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JOB DETAILS:

Qualifications, Skills and Experience Required:

Person Specifications: For appointment to this grade, an officer must have:

• Cumulative service period of nine (9) years relevant work experience, three (3) of which must be in the grade of Senior Customer Experience Officer or in a comparable position.
• Bachelor’s degree in any of the following disciplines: Public Communication, Public Relations, Mass Communication, or its equivalent qualification from a recognized institution.
• Certificate in Management Course lasting not less than four (4) weeks from a recognized institution.
• Membership to a relevant professional body where applicable and in good standing.
• Proficiency in computer application.
• Shown merit and ability as reflected in work performance and results.

Responsibilities:

The Social Health Authority (SHA) is seeking a Principal Customer Experience Officer. This role involves implementing departmental plans, managing customer queries and complaints, monitoring system effectiveness, engaging customers to grow the base, and providing guidance on SHA products and digital content.

Job Purpose: This cadre is responsible for overseeing the initiation, formulation, implementation and review of Customer experience policies and strategies; public and stakeholder relations; general protocol and the maintenance of communication channels and liaison with media and other stakeholders to enhance the visibility and the corporate image of SHA.

Key Duties and Responsibilities:

• Implementing of the department’s plans and strategies.
• Compiling monthly, quarterly, and annual departmental reports.
• Carrying out induction for interns and young professionals.
• Implementing the SHA Customer Experience Charter by coordinating high-quality Customer Experience provision.
• Managing customer queries and complaints by taking ownership and resolving in a timely manner.
• Monitoring the customer complaints register to ensure constant updating and timely resolution.
• Monitoring the effectiveness of the Customer Experience system and advise on improvements where necessary.
• Preparing and analyzing contact center reports.
• Constantly engaging customers to facilitate growth in the customer base.
• Planning, assigning, and evaluating the work of Customer Experience.
• Onboarding SHA products to the customers for them to be confident to use SHA services.
• Gathering and analyzing customer feedback on SHA products meets customer needs and identifies areas of improvement for purposes of strategic decision-making.
• Ensuring Customer Complaints Management and Resolutions.
• Maintaining relationships with various account holders/ Accounts Management through CRM system.
• Producing guidance to the officers on SHA products.
• Creating and maintaining of digital platforms.
• Managing communication infrastructure through reviewing the knowledge base.
• Monitoring the effectiveness of the Customer Experience system and advise on improvements where necessary.
• Preparing and analyze customer experience and contact center reports.
• Constantly engaging customers to facilitate growth in the customer base.
• Planning, assigning, and evaluating the work of subordinates.

Work Hours: 8

Experience in Months: 108

Level of Education: bachelor degree

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