First Degree in Business Commerce, Banking, Finance, Accounting or related field
Professional certification in Customer Experience Management, Complaints Handling, Service Recovery, or a related discipline (e.g., Certified Customer Experience Professional (CCXP), Certified Customer Experience Manager (CCEM), or equivalent) is preferred
A minimum of 5 to 7 years' relevant experience in complaints management, customer issue resolution, service recovery, client experience, or a related customer-focused role
Proven knowledge of the banking regulatory environment, including Central Bank of Kenya (CBK) requirements, conduct risk principles, and consumer protection standards
Demonstrated experience in conducting root cause analysis, tracking corrective and preventive actions, and driving continuous improvement initiatives to enhance customer outcomes and operational effectiveness
Strong analytical capability, with experience in data analysis, management information reporting (MIS), dashboard development, and performance reporting to identify complaint trends, monitor remediation actions, and generate actionable business insights
GK
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