About Company
Equity Bank Kenya Ltd. is a subsidiary of Equity Group Holdings Plc, a financial services organization with a mission to transform the lives and livelihoods of people socially and economically by availing modern, inclusive financial services that maximize their opportunities. Established in 1984, Equity Bank has grown from a building society into one of Africa’s largest and most successful financial institutions, boasting an extensive network of branches, agencies, and digital channels across Eastern and Central Africa. In Kenya, Equity Bank is renowned for its innovative approach to banking, focusing on financial inclusion and empowering individuals and businesses. We pride ourselves on our deep understanding of customer needs, leveraging technology to deliver seamless and accessible services. Our commitment extends beyond banking, with significant investments in social impact initiatives through the Equity Group Foundation, aiming to create sustainable socio-economic development across the communities we serve. Joining Equity Bank means becoming part of a forward-thinking, impact-driven organization dedicated to ‘Igniting Africa’s Transformation’. We foster a culture of excellence, innovation, and integrity, where every team member contributes to our shared vision of financial prosperity for all.
Job Description
We are seeking an exceptionally strategic and empathetic Chief Customer Officer (CCO) to join our executive leadership team in Murang’a County, Kenya. The CCO will be a pivotal leader responsible for championing the customer across all facets of Equity Bank’s operations, ensuring that customer experience (CX) is at the heart of every decision and interaction. This role demands a visionary who can lead the development and execution of a holistic customer strategy that drives loyalty, satisfaction, and sustainable growth. The CCO will be instrumental in mapping the customer journey, identifying pain points and opportunities, and implementing innovative solutions to enhance the overall customer lifecycle. You will be responsible for fostering a customer-centric culture throughout the organization, empowering employees, and leveraging data analytics to understand customer behavior and preferences. This is a critical leadership position that will directly influence our product development, service delivery, and brand perception, requiring a blend of strategic foresight, operational excellence, and profound customer insight. If you are passionate about transforming customer relationships and possess a proven track record of elevating customer experience in a dynamic financial services environment, we invite you to lead our mission to deliver unparalleled customer value.
Key Responsibilities
- Develop and execute a comprehensive customer experience strategy aligned with Equity Bank’s business objectives and brand values.
- Lead the design, implementation, and optimization of customer journey maps across all touchpoints and channels.
- Drive a customer-centric culture throughout the organization, collaborating with cross-functional teams (e.g., product, marketing, operations, technology) to ensure seamless and consistent customer interactions.
- Utilize advanced analytics and customer feedback mechanisms to gather insights, identify trends, and inform strategic decisions for service improvement and innovation.
- Oversee customer service operations, ensuring high standards of efficiency, responsiveness, and problem resolution.
- Champion the use of technology and digital solutions to enhance customer self-service, personalization, and overall experience.
- Establish and monitor key performance indicators (KPIs) related to customer satisfaction, loyalty, retention, and advocacy.
- Represent the voice of the customer in executive-level discussions and strategic planning.
- Mentor and develop a high-performing team focused on customer experience excellence.
- Ensure compliance with all regulatory requirements pertaining to customer treatment and data privacy.
Required Skills
- Minimum 15 years of progressive experience in customer experience, marketing, or operations, with at least 8 years in a senior leadership role within the financial services sector.
- Demonstrated success in developing and implementing comprehensive customer strategies that significantly improve customer satisfaction and business outcomes.
- Expertise in customer journey mapping, CX measurement, and data analytics tools.
- Strong leadership and change management skills, with the ability to influence and inspire teams across the organization.
- Exceptional communication, presentation, and interpersonal skills, with the ability to engage effectively with all levels of stakeholders.
- Deep understanding of digital transformation and its application in enhancing customer experience.
- Proven ability to manage complex projects and drive operational efficiency.
Preferred Qualifications
- Master’s degree in Business Administration, Marketing, or a related field.
- Certification in Customer Experience Management (e.g., CCXP).
- Experience with CRM systems and customer engagement platforms.
- Familiarity with the Kenyan financial regulatory landscape.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness benefits package.
- Generous paid time off and leave policies.
- Opportunities for professional development and continuous learning.
- A vibrant and inclusive work environment committed to social impact.
- Participation in executive leadership development programs.
- Pension scheme and other retirement benefits.
How to Apply
Interested candidates who meet the above qualifications are encouraged to apply by clicking the link below. Please ensure your application includes a detailed resume and a cover letter outlining your relevant experience and vision for customer experience leadership at Equity Bank. Only shortlisted candidates will be contacted for an interview.