Customer Experience Business Partner - CX Design at Equity Bank Kenya

Job Purpose 

The role holder will support the development of a holistic customer experience strategy that enables the delivery of positive, meaningful interactions across all customer touchpoints. Responsible for mapping and optimizing the end-to-end customer journey across various touchpoints and channels. Influence design and prioritization decisions that enhance the customer experience through improvements in products, channels, processes, communications and ‘moments that matter’ interactions. This role is a key liaison with internal teams such as marketing, business development, product development, operations, finance, etc. to ensure that gaps in the customer experience are plugged. This position reports to the Customer Experience (CX) Business Partnering Lead.

Key Accountabilities

• CX Design Strategy: Develop and implement CX design strategies aligned with organizational goals.
• Design Governance & Standards: Define and enforce CX design principles, guidelines, and standards.
• Experience Design & Journey Mapping: Lead the creation of customer journey maps, service blueprints, and personas. Identify pain points and opportunities to enhance customer touchpoints across all channels.
• Customer Insights & Data Analysis: Leverage customer insights and analytics to inform design decisions and prioritize initiatives.
• Customer Feedback Integration: Leverage qualitative and quantitative feedback (e.g., surveys, focus groups, customer interviews) to inform design improvements.
• Cross-Channel Experience Consistency: Ensure consistency and continuity of customer experiences across online and offline channels. Collaborate with digital and physical channel teams to harmonize experiences.
• CX Metrics and Design Impact: Implement metrics to measure the effectiveness of CX design. Use data-driven insights to demonstrate the ROI of design initiatives.

Qualifications

Education and Experience:

• Bachelor's degree in a marketing, business-related or relevant field. 
• Minimum of 10 years’ experience in the relevant field.
• Demonstrated ability to design & deploy Customer Journey Maps and track impact.

Knowledge, Skills & Competencies:

• Strong expertise in CX design methodologies, including journey mapping.
• Proficiency in design tools and CX platforms
• Experience with agile and iterative design processes.
• Exceptional analytical and problem-solving skills with a customer-first mindset.
• Knowledgeable of CX Design Principles
• A track record of designing & implementing Customer Journey Maps.
• Detail-oriented.
• Creative and resourceful.
• Strong reporting skills.
• People management skills.
• Coaching skills.

 Customer Focus:

• Customer satisfaction 
• Customer loyalty
• Channel satisfaction
• Employee satisfaction

 Business Systems & Infrastructure:

• Design Thinking and Service Design
• Process review with customer impact in mind
• Process management