CX Intelligence Lead at Equity Bank Kenya

​​​​​​Roles and responsibilities:

• CX Intelligence Framework & Strategy
• Develop and implement a comprehensive CX intelligence framework that integrates multiple data sources
• Create intelligence gathering methodologies that capture customer, competitor, and service delivery dynamics
• Design dashboards and reporting structures that deliver actionable intelligence to decision-makers
• Establish processes for continuous monitoring of service excellence trends and emerging patterns
• Develop predictive models to anticipate customer experience shifts and service delivery challenges
• Create intelligence standards and quality protocols across the Group
• Competitive & Market Intelligence
• Lead competitive intelligence efforts to benchmark service excellence performance against market leaders
• Monitor and analyze competitor customer experience strategies and service innovations
• Identify emerging market trends and their implications for service delivery
• Track industry best practices and service excellence innovation opportunities
• Assess regulatory developments and their impact on service delivery across markets
• Provide strategic recommendations based on competitive positioning analysis.
• Insights Integration
• Integrate insights from research, analytics, voice of customer, and operational data sources
• Synthesize complex information into clear, actionable intelligence briefings
• Develop comprehensive intelligence reports for service excellence teams and senior leadership
• Create regular intelligence updates on service delivery performance and trends
• Identify patterns and connections across different data sources and markets
• Translate intelligence into strategic recommendations for service improvement.
• Strategic Foresight & Trend Analysis
• Conduct horizon scanning to identify emerging service excellence and customer experience trends
• Develop scenario planning frameworks for future service delivery strategies
• Monitor technological advancements and their potential impact on service expectations
• Analyze demographic, social, and economic trends affecting customer behavior
• Provide thought leadership on future service excellence developments
• Support strategic planning with forward-looking intelligence.

Required skills and experience

Academic:

• Bachelor's degree in Business Intelligence, Data Analytics, Market Research, or related field
• Master's degree in Business Administration, Strategic Management, or similar (advantageous).