Team Leader, Customer Experience Delivery at National Bank of Kenya

Job Reference No: NBK/OPS/03/2026
Position Scope:

• This position is responsible for leading the Experience Design Unit and CX improvement initiatives using human-centered, design thinking methodologies. Focus on holistic, omni-channel experience design from concept to production.

Key Responsibilities:

• Collaborate with stakeholders to ensure the customer experience process integrates with day-to-day tasks, decisions and implementations.
• Work with stakeholders to incorporate customer experience requirements into application, product, channels, touch point designs.
• Monitor adherence to the defined customer journeys.
• Responsible for the creation of the best user experience across various CX platforms, products and touchpoints in the bank.
• Collaborate with product owners to achieve product-market fit and provide customer insight during product development.
• Use data and knowledge of customer expectations to review CX and UX across the various service delivery channels.
• Co-design and implement the user experience across the various touchpoints.
• Benchmark the Bank’s CX, UI, UX performance against peers and key performance indicators (KPIs) targets to identify improvement opportunities.
• Design, map and oversee implementation of Customer Journeys.

Education/Professional Qualifications, Skills & Experience:

• Bachelor's degree in a business-related field from a recognized University.
• Master’s degree will be an added advantage.
• Minimum of 4 year's related experience in journey mapping, lifecycle management, 1 year experience in a Bank/Financial Institution, Tech environment.
• Strong customer relationship development and management skills.
• Proven quality and service quality management capability.
• Solid understanding of business processes and service delivery operations.
• Effective negotiation, problem-solving and conflict-resolution skills.
• Excellent verbal and written communication abilities.
• Creative, innovative and solution-oriented mindset.
• Strong presentation and stakeholder engagement skills.
• Ability to manage multiple tasks and priorities effectively.
• High standard of professional telephone etiquette.
• Superior product and service knowledge.
• Demonstrated leadership and supervisory experience.
• Teambuilding and conflict-management skills.
• Excellent organizational and coordination abilities.
• Sound general management and administrative skills.
• High level of initiative and accountability.
• Strong analytical and structured problem-solving skills.
• Effective self-management and organizational skills.
• Excellent interpersonal and relationship-building skills.
• Knowledge and application of Total Quality Management principles