HFC Limited, the banking and property finance subsidiary of HF Group, has an exciting opportunity in our Customer Experience Department. We are seeking a talented, dynamic, self-driven, and results-oriented individual who is committed to performance, excellence, and participating in our growth strategy.
A Client Experience and Insight Manager is responsible for gathering, analysing, and interpreting data on customer behaviour, preferences, and trends to help guide business strategy and decision-making.
The Client Experience and Insight Manager will play a critical role in understanding customer needs and behaviours to provide actionable insights that will drive business growth. This role involves leveraging data analytics, market research, and customer feedback to inform product development, marketing strategies, and customer experience improvements.
Deadline: 2025-06-18
Category: Customer Experience
Subsidiary: HFC
Principle Accountabilities
- Ensure service standards are defined and documented.
- Monitor and ensure all Customer Experience related matters are properly logged into the supporting system and tracked to closure.
- Lead the development and execution of customer insights research strategies, including surveys, focus groups, and customer journey mapping.
- Collect, analyze, and interpret customer data from a variety of sources, including CRM systems, market research, and direct customer interactions.
- Identify trends, patterns, and key drivers of customer satisfaction, loyalty, and behaviour.
- Provide actionable insights to cross-functional teams (Marketing, Product, Retail, and Customer Experience, Innovation, Strategy etc.) to influence strategic decisions.
- Present findings in clear and compelling formats, such as reports, presentations, and dashboards, to senior leadership.
- Work with external research partners to manage market research projects and ensure alignment with business goals.
- Develop customer personas and segmentation strategies to better target customer needs and preferences.
- Monitor competitive landscape and customer industry trends to ensure the company’s offerings remain relevant and competitive.
- Collaborate with Retail, Product and Marketing teams to ensure customer insights are integrated into product and messaging strategies.
Key Competencies and Skills
Technical Competencies
- Computer /IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
- Good understanding of the bank products and services.
- Telephone operating skills.
- Process orientation.
- Strong business acumen.
- Analytical Skills.
- High Emotional Intelligence.
- Good report writing skills.
- Experience with customer experience management and journey mapping.
- Analytical mindset with a passion for understanding customer behaviour.
- Strong problem-solving skills.
- Strategic thinking with the ability to drive business results.
- Attention to detail and accuracy.
- Collaborative team player with strong interpersonal skills.
- Develops and Inspires Others: Builds and maintains relationships that motivate, guide, and/or reinforce the performance of others toward goal accomplishments. Develops self and others to improve performance in current role and to prepare for future roles; seeks and provides feedback and coaching to enhance performance.
- Must have comprehensive background with all aspects of Training (i.e. experience in the various skills in Customer Service).
- Must be analytical and must have strong verbal, interpersonal skills, written and presentation skills.
- Able to provide constructive feedback. Possesses the qualities of a leader. Excellent management skills.
- Excellent phone etiquette
- Proficient query management and resolution.
Professional data collection via telephone interview
General Competencies
- Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
- Keen to details.
- Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills.
- Fluent in both written and spoken English and Kiswahili.
- Good listening skills
- Customer Service skills (soft skills)
- Good Interpersonal skills
- Negotiation skills,
- Time management skills
- Good selling/influencing skills
- Sensitivity to customer issues
- Team working and Networking skills
- Good analytical skills
- Customer Focused
Minimum Qualifications, Knowledge and Experience
Academic Qualification
- Bachelor’s Degree from a recognized University.
Experience
- At least 3 years working experience in a Customer service role preferably as a Team leader in a Customer Experience Function.
- Excellent communication skills with the ability to convey complex data in a simple and actionable manner.
- Strong project management skills with the ability to handle multiple priorities.
- Ability to work cross-functionally and build relationships with key stakeholders.
