About the Role

The Customer Experience Specialist is responsible for analyzing, designing, and improving customer journeys across all customer touchpoints. The role ensures customer-centric processes, tools, and service standards are embedded into daily operations and new product launches, ultimately enhancing customer satisfaction, loyalty, and perception of the brand.

Key Responsibilities

Customer Journey & Experience Management

• Analyze existing customer journeys (“As-Is”) and identify service gaps and pain points.
• Design and implement improved future customer journeys (“To-Be”).
• Ensure consistent customer experience across contact centers, retail outlets, and digital platforms.

Go-To-Market (GTM) Support

• Participate in Go-To-Market initiatives as the customer experience representative.
• Ensure customer needs and experience considerations are embedded in new products and services.
• Support successful launch and adoption of products and services.

Process Improvement & Toolkits

• Design customer service processes, scripts, and toolkits for frontline teams.
• Ensure customer service representatives are well equipped to deliver high-quality service.
• Continuously review and improve customer experience processes.

Stakeholder Management

• Work closely with internal teams including Commercial, M-Pesa, Channels, and Operations.
• Act as the voice of the customer in cross-functional engagements.
• Manage and align stakeholder expectations.

Monitoring, Reporting & Insights

• Track customer experience KPIs and service quality metrics.
• Prepare and submit regular experience improvement and performance reports.
• Recommend corrective actions based on customer feedback and data analysis.

Qualifications & Requirements

Education

• Diploma in Business Administration or a related field
• Additional professional certifications are an added advantage

Experience

• Minimum of 2 years’ experience in:
• Customer Experience
• Business Analysis
• Programme or Project Management

Skills & Competencies

• Strong analytical and problem-solving skills
• Process improvement and optimization mindset
• Excellent communication and stakeholder engagement skills
• Ability to work independently and manage multiple priorities
• High attention to detail and accountability
• Strong time management and reporting skills

Performance Metrics (KPIs)

• Completion and implementation of experience reviews
• Improved customer satisfaction scores
• Reduction in negative customer perception
• Quality and consistency of customer journeys
• Successful GTM experience integration

• Analyze existing customer journeys (“As-Is”) and identify service gaps and pain points.
• Design and implement improved future customer journeys (“To-Be”).
• Ensure consistent customer experience across contact centers, retail outlets, and digital platforms.
• Participate in Go-To-Market initiatives as the customer experience representative.
• Ensure customer needs and experience considerations are embedded in new products and services.
• Support successful launch and adoption of products and services.
• Design customer service processes, scripts, and toolkits for frontline teams.
• Ensure customer service representatives are well equipped to deliver high-quality service.
• Continuously review and improve customer experience processes.
• Work closely with internal teams including Commercial, M-Pesa, Channels, and Operations.
• Act as the voice of the customer in cross-functional engagements.
• Manage and align stakeholder expectations.
• Track customer experience KPIs and service quality metrics.
• Prepare and submit regular experience improvement and performance reports.
• Recommend corrective actions based on customer feedback and data analysis.

• Strong analytical and problem-solving skills
• Process improvement and optimization mindset
• Excellent communication and stakeholder engagement skills
• Ability to work independently and manage multiple priorities
• High attention to detail and accountability
• Strong time management and reporting skills

• Diploma in Business Administration or a related field
• Additional professional certifications are an added advantage