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Head of Customer Experience at Optiven Limited
JobSearch
Nairobi 🇰🇪 Kenya
Posted 8 days ago (16 Sep 2026) Deadline: 30 Sep 2026 Updated 5 days ago
How to Apply
Send your application to recruitment@optiven.co.ke by 30 September 2026.
Job Description
The Head of Customer Experience will define and implement CX standards across all channels, analyze feedback to drive improvements and ensure consistent positive interactions. They will collaborate with cross‑functional teams, monitor performance metrics and lead a CX team. The role demands at least ten years of CX leadership experience and strong stakeholder management skills.
Qualifications & Requirements
- • Bachelor’s degree (or higher) in a relevant field.
- • Minimum ten years of experience in customer experience or service management.
- • Proven leadership and people‑management capabilities.
- • Strong business acumen, analytical and change‑management skills.
- • Excellent stakeholder management and communication abilities.
Required Skills
Responsibilities
- • Define, implement and continuously improve customer experience standards across all channels.
- • Analyse customer feedback and data to identify improvement opportunities.
- • Ensure consistent, positive interactions throughout the customer journey.
- • Work with cross‑functional teams to enhance service delivery and resolve issues.
- • Monitor CX metrics, produce performance reports and drive corrective actions.
- • Lead and develop the CX team, fostering a culture of excellence.