Customer Experience Admin Manager at Equity Bank Kenya

This role is responsible for supporting the Head of Customer Experience & Communication to successfully execute Customer Experience transformation projects, such as CRM upgrades and Contact Centre enhancements, while ensuring the seamless operation of CX functions. This role bridges project execution and daily operations, ensuring initiatives align with the broader customer experience strategy and drive service excellence.

Key Accountabilities

CX Project Management

• Support the execution and monitoring of CX projects, ensuring timely and effective delivery.
• Develop and maintain project documentation and governance reports.
• Manage project timelines, budgets, and resources while keeping stakeholders informed and engaged.

 Cross-Functional & Stakeholder Coordination

• Act as the primary liaison between CX, Internal Departments, and third-party vendors.
• Facilitate committee meetings and cross-functional working groups to ensure smooth implementation of CX Projects and Initiatives.
• Support change management efforts to drive adoption of CX improvements.

 Administrative & Resource Management

• Oversee budget tracking, procurement, document control, and resource planning for CX operations.
• Support CX leadership in preparing reports, departmental updates, and executive presentations.
• Manage logistics for CX meetings, workshops, training, and team engagements.

CX Vendor & Partner Liaison

• Manage vendor relationships for CX-related systems, ensuring deliverables meet milestones and service-level agreements (SLAs).
• Collaborate with technology partners to enhance CX tools and platforms.

 Performance Monitoring & Reporting

• Track project and operational KPIs, delivering insights through dashboards and reports.
• Conduct post-project reviews to identify lessons learned and improve future initiatives.

Qualifications

Qualifications & Experience

• Degree or equivalent from a recognized institution.
• Minimum 8 years’ experience in a Customer Experience or Contact Centre environment, 3 of which have been in a supervisory role.
• Strong understanding of CX frameworks, CRM systems, Contact Centre technologies, and Quality Management Systems.
• Excellent stakeholder engagement and cross-functional collaboration skills.
• Strong analytical and reporting abilities, with attention to detail.
• Proven administrative experience preferably in a CX related function.
• Demonstrated ability to effectively and efficiently provide administrative support for CX related projects and initiatives.