Head of Customer Experience

We currently have an exciting career opportunity for Head of Customer Experience within Jubilee Holdings Limited. The position holder will report to the Deputy Group Chief Executive Officer and will be based at the Head Office in Nairobi.

Key Competencies

1. Proven leadership in developing and implementing large-scale customer experience transformation initiatives.
2. Strong analytical and critical thinking skills with a data-driven mindset.
3. Excellent communication, relationship management, and stakeholder engagement skills.
4. Proficiency in CRM systems, customer analytics tools, and digital experience platforms.
5. Deep understanding of insurance and financial services operations, customer lifecycle management, and service
   design.
6. Strategic thinker with the agility to adapt to changing customer expectations and market dynamics.

Qualifications & Relevant Experience

1. Bachelor’s degree in Business Administration, Marketing, Commerce, or a related discipline from a recognized
   institution.
2. Master’s degree in Strategic Management, Marketing, or Business Leadership will be a distinct advantage.
3. Minimum of 10 years’ progressive experience in customer experience, service design, or customer operations, with
   at least 6 years in a senior leadership capacity, preferably within the insurance, financial services, or
   telecommunications sector.
4. Demonstrated success in driving culture change, digital customer transformation, and process optimization across
   large organizations.
5. Strong proficiency in Microsoft Office Suite and CRM tools.

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