Client Experience Executive at Momentum Credit

Role Summary 

Applying for the Client Experience Executive position is a great opportunity to take ownership and grow with Kenya’s leading non-bank lender. Reporting to the Brand & Strategy Manager, the successful candidate will be responsible for implementing the Client Experience (CX) strategy delivering compelling experiences to Momentum’s clients & prospects and position the Company as a super brand by 2024.

Key Responsibilities 

• Manage the accurate collection and tracking of key Client Experience KPIs (customer effort score, net promoter score, customer satisfaction) and defining actions to consistently improve performance against these KPIs.
• Evaluate the CX performance of all members of staff across all departments in the Company.
• Support the implementation of the brand’s CX strategy.
• Define & implement internal CX training interventions.
• Pulling insights from client data analytics to make process & product changes that address & anticipate client problems. 
• Take lead in defining actions that showcase our brand in the customer journey making each touch point engaging, efficient, and effective 
• Develop quality analytics and offer remedial plans to improve outbound communications & calls quality & effectiveness 
• Managing the customer support team

Career Progression

Momentum is a young entrepreneurial company that is about to enter an exciting growth phase, that will see the launch of new products, sub-brands that have the potential of significant disruption and transformation in alternative bank lending. This presents a unique opportunity for accelerated career growth for a young and dynamic individual looking for a real challenge.

Does this sound like you? 

• You are a graduate with 3+ years of experience in a CX role with 1+ years in a leadership role
• You have over 2+ years working in a call center and/or managing a customer service team
• You understand the significance of brand touch points in shaping the client experience 
• You are passionate about customer experience
• You have basic data management & analytics skills 
• You have the capacity to deliver results through others 
• You are capable of effectively engaging with people at all levels