PURPOSE:

The Head Customer Experience is responsible for the execution of customer experience initiatives in accordance with the CIC strategic plan to align with the company’s vision.

PRIMARY RESPONSIBILITIES:

• Lead customer experience function in accordance with the CIC strategic plan and the departmental budgets;
• Maintain oversight of the customer experience functions, ensuring adherence to signed SLAs;
• Manage strategic customer relationships, including stakeholder liaison and engagement for key stakeholder groups;
• Lead the development, implementation and evaluation of strategic, tactical and operational customer engagement plans, programs, and initiatives to align with the CIC’s customer service vision and strategies;
• Advise Senior Executives on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and major or critical issues response;
• Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers and communities;
• Lead and direct specific customer research programs, dialogue and other forms of engagement to understand key concerns and issues and inform review and enhancement of customer services and service delivery models;
• Drive the ongoing development of a customer service culture across the organisation, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviours;
• Identify opportunities for enhanced service delivery through online and e-services delivery, and the application of social media, mobile apps and technologies to optimise customer experience;
• Achieving a fully integrated approach across a range of innovative and diverse communication channels including the proactive adoption of digital and social media opportunities;
• Championing a longterm strategic focus on driving the customer experience, balanced against the need for immediate response to urgent unplanned issues.

 

GENERIC DUTIES

• Carry out performance appraisal, coaching and mentoring to staff
• Resource allocation, staffing and leave approval
• Participate in planning and budgeting for the department

Proficiency Level Description Essential E Desirable D

• Participate in various meeting and committees.

Key Skills, Knowledge, Experience and Behavioural Competencies
These are defined as;Academic and Professional Requirements
	Particulars	Detail	Specific Field or Qualification	Need Type
	Education	Bachelor’sDegree	Bachelor’s degree in a business related, humanities or social science field	E
		Master’s Degree	Master’s Degree in Business Administration (MBA), Marketing, Strategic Management or a similar field an added advantage	D
		Professional Qualifications	Professional QualificationMembership to a relevant Professional Body	E

 

Experience Required:  - Advertisement - Technical Requirements
Technical Skills Requirements
1.         Excellent communication and presentation skills					E
2.         Problem solving skills					D
3.         Excellent interpersonal skills					D
4.         Good negotiation skills					D
5.         Good analytical skills					E
6.         Computer literate in MS Office and other office applications					E
7.         Understanding of the working environment /competitors					E
8.         Technical competence in insurance					E
9.         Basic knowledge of regulations by AKI and IRA					E
Behavioural Competencies These are defined as:
		Proficiency Level	Proficiency Definitions
Level 5		Expert (E)	•       Applies the competency in exceptionally difficult situations.•       Serves as a key resource and advises others.
	Core Competencies			Proficiency Required
	1. Customer Focus			E
	2. Business Acumen			E
	3. Driving Innovation			E
	4. Driving Business Performance			E
	5. Negotiation and Influence			E
	6. Effective Communication			E

Description Required years of experience Need Type Relevant experience Ten (10) years relevant experience with at least five (5) at leadership level E Potential Career Paths      Reporting Relationship - Advertisement -       Director Operational ExcellenceSenior Customer Experience leadership Reports to: Director Operational Excellence - Advertisement - Direct reports: Other Customer services Staff.   E

 

Leadership Competency Proficiency Required 1.         Planning and organizing E 2.         Accountability E 3.         Quality Decision Making E 4.         Building Partnerships E 5.         Continuous Learning E 6.         Emotional Intelligence E 7.         Conflict Management E

 

Special Position Requirements (Optional section: any travel, security, hazard or relatedspecial conditions that apply to the position)

•               The role holder may be required to travel to distant branches or wherever the Company has any interest.•               Role holder may be required to work extended working hours to ensure jobs are completed on schedule and to specification.

 

If you have the aforementioned professional and academic qualifications and you are ready to execute the above mandate, strictly apply through: https://ke.cicinsurancegroup.com/career/ clearly indicating the position being applied for.

The application should reach us by the close of business on 30^th April 2024.

Please note that only short-listed candidates will be contacted. If you do not hear from us by 30^th May 2024 consider your application unsuccessful.

N/B: This job advert is open to both internal and external candidates.