Published

Industry

Customer support, client care Jobs in Kenya

18

jobs

Absa Group Ltd

Customer Experience Designer

Nairobi, Kenya

KCB Group

Manager, Contact Center Operations

Nairobi, Kenya

Upesi Money Transfer Limited

Only on Fuzu

Senior Contact Centre Officer

Nairobi, Kenya

Standard Bank Group

Manager, Relationship, Private Banking - Eldoret

Eldoret, Kenya

Standard Bank Group

Manager, Relationship, Private Banking - Nanyuki

Nanyuki, Kenya

Standard Bank Group

Manager, Relationship, Women Banking

Nairobi, Kenya

Standard Bank Group

Manager, Relationship, Private Banking - Naivasha

Naivasha, Kenya

Standard Bank Group

Manager, Relationship, Private Banking - Mombasa,

Mombasa, Kenya

Old Mutual

Customer Service Officer

Mombasa, Kenya

Get personalised job alerts directly to your inbox!

Old Mutual

Customer Service Officer - Eldoret

Eldoret, Kenya

Customer Experience Designer

Closing: Dec 8, 2023

2 days remaining

Published: Dec 4, 2023 (2 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

Sign up to view job details.

Education and Experience Required

  • Bachelor’s degree or equivalent in a related field
  • Relevant design certification or experience – Design Thinking, Human Centred Design, Customer Journey Mapping etc.
  • More than three years’ experience in Customer Experience Design


Responsibilities

Education and Experience Required

  • Bachelor’s degree or equivalent in a related field
  • Relevant design certification or experience – Design Thinking, Human Centred Design, Customer Journey Mapping etc.
  • More than three years’ experience in Customer Experience Design


Customer Journey Design: Time Split: 45%

  • Design and implement the Customer Journey Design Policy for the bank, which will guide all future work on Customer Journey Design.
  • Business analysis of critical customer journeys across the bank and prioritize areas of focus.
  • Map out the identified critical customer journeys, using appropriate design tools/systems.
  • Identify customer needs emanating from the mapped customer journeys and work with the business teams to solve for these needs.
  • Identify key gaps and pain-points from the mapped customer journeys, and work with a cross-functional team to solve these.
  • Employ best-in-class analyses to identify focused actions which will provide the maximum impact, to address critical areas of resolution.
  • Work with the Process Engineers to identify key processes for transformation based on the customer journey output.
  • Track the closure of all identified actions to ensure full delivery of transformed customer journeys.
  • Liaise with the Africa Regional Office (ARO) Design Office and external Vendors as required.
  • Be the custodian of all customer journeys.

Stakeholder Engagement and Management: Time Split: 30%

  • Ensure clear understanding of what customer journey mapping entails across key business functions and stakeholders.
  • Provide the required subject matter expertise to steer customer journey mapping in the bank.
  • Ensure regular updates to key stakeholders and bank leadership on the customer journey transformation agenda.
  • Drive cross-functional engagements to deliver transformed customer journeys.
  • Ensure the right stakeholders are involved in the discussions to transform the identified customer journeys.

Team Management: Time Split: 15%

  • Drive the required output from the assigned team.
  • Ensure timely delivery of actions and agreed deliverables.
  • Provide the required support to the assigned team to ensure the agreed business objectives are achieved.

Governance, Risk & Controls: Time Split: 10%

  • Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
  • Ensure compliance with operations risk and rigor requirements e.g. KYC and anti-money laundering measures.
  • Ensure that all staff adhere to all Absa Information Security policies and procedures through regular communication to staff and spot checks.
  • Conduct any regular quality checks on processes, including Crisis Management, systems, reviewing control reports, etc.
  • Ensure that all Absa Africa procedures are followed.


Applications submitted via Fuzu have 32% higher chance of getting shortlisted.