Group CX Partner Service Engagement at Equity Bank Kenya

• The Group CX Partner Service Engagement will serve as a key Elevator for embedding a customer-centric culture across the Equity Group. Working collaboratively with cross-functional teams, the role will drive strategic Customer Experience engagements that reinforce The Equity Experience and strengthen our service culture enterprise-wide.
• This role will focus on the people side of service excellence — leading the cascade and adoption of The Equity Experience Essence, Service Standards, and CX Culture–driven initiatives. The incumbent will also play a critical role in tracking adoption, monitoring business impact, and ensuring that customer-centric behaviors are consistently translated into measurable business improvements in customer satisfaction, loyalty, and operational excellence.

Duties and responsibilities:

• Financial and risk management:
• Implement a Customer Experience internal engagement framework that will continuously deliver:
• Implement a robust internal Customer Experience Engagement Framework that embeds The Equity Experience and drives a consistent, predictable, and customer-centered way of working.
• Enhance efficiency, compliance, and cost containment by reducing service-related risks and exposures in line with Group policies, regulatory guidelines, consumer protection laws, and country-specific requirements.
•  Ensure that all CX internal engagement initiatives generate demonstrable ROI/X, clearly linking customer experience improvements to business value, operational efficiency, customer lifetime value, and risk mitigation.
•  Monitor and track the business impact of service culture deployment to support data-led decision-making and sustained performance improvement.
• Internal Business processes
• Service Culture Management & Insights
• Develop, standardize, and operationalize a Group-wide service culture management approach with clear inputs, outputs, and accountability aligned to The Equity Experience.
• Mine, analyze, and synthesize insights from multiple data sources — service audits, complaints, VOC, customer journeys, operational data, and research — to generate actionable internal service improvement strategies.
• Recommend high-impact improvement areas using strategic data insights to drive consistency, quality, and experience assurance across all touchpoints
• Collaboration & Cross-Functional Alignment
• Collaborate with Group, Subsidiary CX Partners, and business units to drive continuous improvement, strengthen alignment, and ensure synergized efforts across the Bank.
• Facilitate connected engagement across teams to build cohesion, enhance ownership, and embed customer-centric practices into daily operations.
•  Enable cross-functional teams to internalize and apply The Equity Experience Standards necessary to achieve “In Your DNA” culture maturity level.
• Customer Focus & Value Creation
• Generate strategic insights from CX audits, research, and feedback across all customer journeys and touchpoints to elevate the customer experience.
•  Track, monitor, and communicate the impact of implemented service improvement strategies, highlighting measurable ROI/X and business outcomes.
•  Ensure consistent adoption of customer-centric behaviors across people, processes, tools, and service touchpoints, in alignment with The Equity Experience.
•  Embed internal Voice of Customer mechanisms in service culture routines to enable real-time issue resolution, experience assurance, and continuous learning.
• Stakeholder Engagement, Advocacy & Culture Building
• Act as a central liaison between Group Departments and CX Teams to ensure alignment of objectives, priorities, and delivery expectations.
•  Advocate for the customer’s voice at all levels of the organization, ensuring decisions are guided by customer insights and experience standards.
•  Drive a customer-focused culture through storytelling, leadership influence, adoption programs, communication, and best-practice sharing — accelerating the Organization’s movement toward “In Your DNA” culture maturity.
• Stakeholder Empowerment & Capability Building
• Facilitate workshops, training, coaching, and awareness programs to equip teams with the competencies, mindset, and behaviors required to embody The Equity Experience Essence.
•  Strengthen frontline and support teams’ capability to deliver human-centered, reliable, and differentiated service aligned with the Bank’s service standards.
• Personal Development
• Manage personal learning and development against personal development plans

Ideal job specifications

Academic:

• University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

• Experience facilitating cross-functional team discussions, including well-developed negotiation skills and ability to provide direction while not having direct authority
• Understands and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems, mapping)
• An understanding of supported products or infrastructure, how they work, and how they are used by customers
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.

Desired work experience:

• Minimum of 5 years of experience in customer experience management, service design, or related roles, preferably in the banking or financial services industry.
• Experience in managing service culture programs is desirable