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General Manager, Customer Experience at SBM Bank
JobSearch
Nairobi 🇰🇪 Kenya
Posted 5 days ago (17 Jul 2026) Deadline: 31 Jul 2026 Updated 4 days ago
Job Description
The General Manager, Customer Experience will drive customer-centricity awareness and a 'customer first' culture within the bank. The role involves managing the strategic delivery of customer experience through all customer touchpoints and implementing collaborative action plans to enhance customer-centricity awareness. The general manager will provide executive leadership and advocacy for customer experience within the bank.
Qualifications & Requirements
- • Bachelor's degree in a relevant field, such as marketing or business administration
- • 10 years of experience in a leadership or managerial customer experience role
- • Strong understanding of customer experience principles and practices
Required Skills
Responsibilities
- • Develop and implement customer experience business plans and strategies
- • Analyze and monitor service delivery across all customer touchpoints
- • Identify improvement initiatives and recognize excellence
- • Drive continuous improvement initiatives and implement industry best practices