# General Manager, Customer Experience Job SBM Bank Canonical URL: https://primejobalerts.com/jobs/general-manager-customer-experience-job-sbm-bank Company: SBM Bank Category: Banking & Financial Services Location: Kenya Work type: Full-time Work arrangement: On-site Published: 2026-07-17 Expires: 2026-09-03 ## Job Description Customer Service Jobs, SBM Bank Jobs. Looking for a customer service job in Kenya? SBM Bank is hiring a General Manager, Customer Experience, skilled in customer service strategy, journey mapping, and service delivery excellence. Job Purpose The job holder will drive customer-centricity awareness and a “customer first” culture; manage the strategic delivery of Customer Experience through all customer touchpoints, channels, and business units; and implement collaborative action plans to enhance customer-centricity awareness. The role also provides executive leadership and advocacy for Customer Experience within SBM Bank Kenya. ### Key Responsibilities Customer Experience Strategy and Implementation (20%) - Develop and implement Customer Experience business plans and strategies into relevant and productive day-to-day implementation plans and actions for service teams, ensuring execution of programs that provide outstanding customer experience and identifying improvement initiatives. - Analyze and monitor service delivery across all customer touchpoints and develop strategies and recommendations to optimize service quality. - Drive Net Promoter Score (NPS) initiatives to enhance Customer Experience and recommend service improvement areas. - Identify opportunities for client-centric process improvements based on Root Cause Analysis (RCA), Voice of Customer (VoC), customer pain points (CPP), and drive improvements across the business. - Analyze Voice of Customer (VoC) data and advise the business on potential risk areas while leveraging strengths for business development. - Develop and monitor customer service performance indicators through qualitative, quantitative, and evaluation consistency reports within agreed timelines. - Implement a customer-centric culture across cross-functional work processes to enable service excellence. - Guide and support business process re-engineering and alignment with Customer Experience initiatives, including the Contact Centre. - Develop a customer touchpoint strategy to ensure service consistency through Service Level Agreements (SLAs) and CRM deployment. - Oversee service recovery by ensuring customer complaints are addressed and resolved within established standards. - Analyze and identify process gaps affecting Customer Experience. - Monitor Contact Centre operations to ensure optimal performance and recommend technology enhancements to maintain best-in-class service. - Drive customer engagement initiatives to improve customer retention. - Support root cause analysis and identify continuous improvement opportunities. - Keep abreast of local and international Customer Experience best practices and recommend improvements across the Customer Experience function and the wider bank. Feedback and Voice of Customer (VoC) Management (20%) - Develop and implement robust customer feedback systems that capture the true voice of the customer across multiple touchpoints. - Regularly analyze customer feedback to identify trends, pain points, and improvement opportunities. - Utilize advanced analytics tools to gain deeper insights into customer sentiment and behavior. - Cascade customer feedback insights to key stakeholders and develop actionable recommendations to drive continuous improvement. - Close the customer feedback loop by ensuring timely responses and communicating actions taken to enhance transparency and trust. - Collaborate with cross-functional teams to integrate customer feedback into business decision-making. - Serve as the customer advocate within the organization, ensuring customer needs and expectations remain a priority. - Implement a continuous improvement framework to regularly review and enhance Voice of Customer initiatives. - Stay informed on industry best practices and emerging trends in Customer Experience management. Service Standards (20%) - Develop, implement, and enforce comprehensive service standards across the organization to ensure consistent, high-quality service delivery at every customer touchpoint. - Design and implement service standards training programs in collaboration with HR to equip employees with the skills and knowledge required to exceed customer expectations. - Monitor and evaluate adherence to service standards through performance metrics and regular assessments, identifying improvement opportunities and recognizing excellence. - Incorporate customer feedback into service standards by continuously refining standards to align with customer expectations. - Drive continuous improvement initiatives by implementing industry best practices and emerging Customer Experience trends. Compliance and Risk (10%) - Prepare CBK regulatory reports, ensure compliance with Prudential Guidelines, and meet all other regulatory reporting requirements. - Develop and monitor interdepartmental SLA frameworks and track adherence. - Ensure effective controls covering complaints management, service quality, and key Customer Experience requirements, while identifying, tracking, and closing control gaps. - Monitor Risk and Control Self-Assessments (RCSA) and Key Risk Indicators (KRIs) to ensure compliance with regulatory frameworks and internal risk commitments. - Conduct end-to-end process reviews, thematic assessments, deep dives, and control environment evaluations covering complaints management, service quality, and customer touchpoints. Financial (20%) - Implement profitable customer retention strategies while identifying opportunities for business growth throughout the customer lifecycle. - Design a robust, data-driven customer engagement and insights framework to improve Customer Lifetime Value (CLV) and increase product uptake. - Utilize customer insights and churn analysis to develop customer win-back strategies. - Partner with business units to deliver campaigns and initiatives that support business growth. - Drive service-to-sales initiatives to increase cross-selling opportunities. Staff Development (10%) - Provide training and performance coaching for Customer Experience staff, including onboarding new employees, while ensuring effective succession planning and talent development. - Ensure departmental objectives are achieved through a highly motivated and engaged team by providing regular feedback, coaching, and performance reviews that support employee engagement, talent retention, and business performance. - Liaise with HR, Training, and Development to design and implement comprehensive Customer Experience training programs that build internal capability to deliver world-class customer experience. Key Relationships Direct Reports - Contact Centre Manager - Service Experience Manager - Branch Quality Assurance Manager Internal and External Customers - External Clients - All Departments within the Bank Knowledge Requirements - Minimum of 10 years’ experience in a banking environment. - At least 5 years’ experience in a leadership or managerial Customer Experience role. - Previous experience managing teams and service improvement projects. - Bachelor’s degree. - Previous experience in Contact Centre Operations. Competencies Required - Deciding and Initiating Action - Adhering to Principles and Values - Delivering Results and Meeting Customer Expectations - Achieving Personal Work Goals and Objectives - Leading and Supervising - Working with People - Persuading and Influencing - Planning and Organising ### How to Apply Click here to apply ## Apply Use the canonical Prime Job Alerts page for full application instructions and source verification.