CX Business Planning Manager at Equity Bank Kenya

Job Purpose Statement

The Business Planning Manager, Customer Experience is responsible for supporting the Group Director of Customer Experience in the successful implementation of the Group's CX strategy. This role will drive strategic planning, business analysis, performance measurement, and project execution to ensure the Customer Experience department achieves its objectives across all markets and touchpoints. The position serves as a critical link between strategy formulation and operational execution, enabling data-driven decision making and continuous improvement of customer journeys.

Strategy Development & Implementation

• Support the Group Director in developing and refining the Customer Experience strategy in alignment with overall Group objectives
• Translate strategic CX vision into actionable implementation roadmaps and operational plans
• Track and report on strategy execution progress, highlighting risks and opportunities
• Support the harmonization of CX standards and initiatives across different markets while respecting local requirements
• Prepare performance presentations for Executive Committee meetings and strategy sessions
• Analyze customer experience trends and benchmarks to inform strategic planning
• Ensure system capabilities are optimized to support CX strategy implementation

Business Analysis & Performance Measurement

• Design and implement comprehensive CX performance measurement frameworks and dashboards, including Return on Experience (ROX) metrics
• Develop and refine ROX methodologies to quantify the business impact of CX investments
• Lead initiatives to correlate customer experience metrics with financial outcomes
• Collect, analyze, and interpret customer experience data across physical and digital touchpoints
• Generate regular reports on key CX metrics, insights, and performance against targets
• Conduct root cause analysis of service breakdowns and propose solutions
• Analyze voice of customer feedback and identify patterns to drive improvement
• Provide data-driven recommendations to enhance customer journeys and satisfaction
• Support budget planning, forecasting, and expenditure tracking for CX initiatives
• Prepare business cases for strategic CX investments and initiatives with clear ROX projections

Project Management & Change Execution

• Lead or support key CX transformation projects from conception through implementation
• Develop project plans, timelines, and resource requirements for strategic initiatives
• Track project progress and ensure timely delivery within budget
• Coordinate cross-functional teams to implement CX improvements
• Identify and mitigate project risks and issues
• Facilitate change management processes to drive adoption of new CX initiatives
• Document and share project learnings to improve future implementations
• Support the Group Director in prioritizing CX improvement initiatives

Stakeholder Management & Collaboration

• Build and maintain strong relationships with key stakeholders across the organization Facilitate collaboration between CX and other departments (Marketing, Operations, IT, etc.)
• Coordinate knowledge sharing and best practice adoption across markets
• Engage with external partners to ensure consistent CX delivery across the ecosystem
• Prepare materials for and participate in cross-functional steering committees
• Communicate CX strategy, initiatives, and performance to various stakeholder groups
• Support the Group Director in managing relationships with senior leadership

Innovation & Continuous Improvement

• Research and recommend emerging CX technologies, methodologies, and best practices
• Support the development of innovative approaches to enhance customer journeys
• Identify opportunities to improve efficiency and effectiveness of CX operations
• Contribute to the development of new CX capabilities and competencies
• Facilitate workshops and innovation sessions to generate improvement ideas
• Support pilot initiatives to test and refine new CX approaches
• Stay current with industry trends and customer experience developments

Qualifications

 Required Experience

Education

• Bachelor's degree in Business Administration, Marketing, Economics, or related field (required)
• Master's degree in Business Administration, Customer Experience Management, or similar (preferred)
• Professional certifications in Project Management, Customer Experience, or Business Analysis (advantageous)

Experience

• 6-8 years of relevant experience in strategy implementation, business planning, or customer experience
• 3+ years in a management or advisory role supporting senior leadership
• Experience in customer-focused transformation initiatives
• Proven track record in project management and change implementation
• Experience working across multiple markets or in a multinational environment
• Background in financial services or similar regulated industry (advantageous)

 Technical Skills & Knowledge

• Strong analytical skills with proficiency in data analysis and interpretation
• Experience developing and measuring Return on Experience (ROX) frameworks
• Ability to connect CX metrics to financial and business outcomes
• Advanced Excel skills and experience with business intelligence tools
• Knowledge of customer journey mapping methodologies
• Understanding of performance measurement frameworks and KPI development
• Project management methodologies and tools
• Familiarity with CX technologies and digital transformation
• Understanding of financial planning and budgeting processes
• Knowledge of change management principles

Skills/Competencies

• Strategic thinker with strong business acumen
• Excellent communication and presentation skills
• Ability to influence without direct authority
• Strong organizational and time management capabilities
• Detail-oriented with a focus on quality and accuracy
• Collaborative team player with the ability to work across functions
• Self-motivated and results-driven
• Resilient and adaptable in a changing environment
• Customer-focused mindset