Bachelor's Degree in Business, Commerce, Banking, Finance, Accounting, or a related field.
Professional certification in Customer Experience Management, Complaints Handling, Service Recovery, or a related discipline is preferred, such as: Certified Customer Experience Professional (CCXP), Certified Customer Experience Manager (CCEM), or equivalent professional qualification.
5–7 years' relevant experience in complaints management, customer issue resolution, service recovery, customer experience, or a similar customer-focused role.
Strong knowledge of the Kenyan banking regulatory environment, including CBK requirements, conduct risk, and consumer protection standards.
Experience conducting root cause analysis and implementing corrective and preventive actions.
Proven experience in data analysis, MIS reporting, dashboard development, and performance reporting.
Complaints management and customer resolution skills.
Banking products and services knowledge.
Governance, risk, and regulatory compliance knowledge.
Data analytics and reporting skills.
Root cause analysis skills.
Strong understanding of the banking environment.
Strong analytical and problem-solving skills.
Excellent communication and stakeholder management.
Ability to generate actionable business insights.
Adaptability and continuous improvement mindset.
Team collaboration and relationship management.
High standards of integrity and professionalism.
GK
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