VOC Programs Manager at Equity Bank Kenya

Role purpose:

Serve as the Center of Excellence (CoE) for Voice of Customer programs across the Group, ensuring consistent VOC execution across all subsidiaries and business units. Own the standards, governance, and best practices for customer feedback programs while consolidating insights at Group level to inform strategic decision-making. Partner with subsidiary CX teams to maintain VOC program quality, enable local execution, and roll up customer insights into a unified Group view that drives enterprise-wide customer experience improvements.

Key Responsibilities:

VOC Center of Excellence:

• Establish and maintain Group VOC standards, methodologies, and governance frameworks.
• Define best practices for survey design, feedback collection, and insights generation.
• Develop VOC playbooks and toolkits for subsidiary and business unit adoption.
• Provide subject matter expertise and guidance to local VOC practitioners.
• Drive consistency in measurement frameworks (NPS, CSAT, CES) across the Group.

Group-Level Insights Consolidation:

• Aggregate and roll up customer insights from all subsidiaries into a unified Group view.
• Produce Group-level VOC reports and dashboards for executive leadership.
• Identify cross-subsidiary trends, patterns, and systemic customer issues.
•  Enable benchmarking and performance comparison across markets and business lines.
• Maintain Group customer insights repository for strategic planning and decision-making.

VOC Program Governance and Quality Assurance:

• Monitor VOC program execution across subsidiaries to ensure adherence to Group standards.
• Conduct periodic audits of survey quality, response rates, and closed-loop effectiveness.
• Define and track VOC program KPIs at both subsidiary and Group levels.
• Manage the VOC program calendar to coordinate timing and prevent customer fatigue.
• Ensure data quality and integrity across all feedback sources.

Subsidiary Enablement and Capability Building:

• Partner with subsidiary CX teams to implement and optimize local VOC programs.
• Provide training and upskilling on VOC methodologies, tools, and analysis techniques.
• Support subsidiaries with survey design, analysis, and insights interpretation.
• Facilitate knowledge sharing and best practice exchange across markets.
• Coordinate with subsidiary teams on action planning and improvement initiatives.

Platform and Vendor Management:

• Own the relationship with VOC platform vendors from a business perspective.
• Define platform requirements and configurations to support Group and subsidiary needs.
• Manage platform governance including user access, permissions, and data security.
• Optimize platform utilization and drive adoption across the Group.
• Coordinate with IT on technical integrations and system enhancements.

Qualifications

Academic Qualifications and Certifications:

• Bachelor's degree in Business Administration, Marketing, Statistics, Economics, or related field
• Master's degree in Business, Marketing, or Research
• CCXP (Certified Customer Experience Professional)
• VOC platform certifications (Medallia, Qualtrics, or similar)
• Market Research Society (MRS) or equivalent certification
• Data analytics or visualization certifications

Required Experience:

• 7+ years in customer experience, market research, customer insights, or VOC program management
• 3+ years managing VOC platforms and feedback programs at scale, preferably in a CoE or Group function
• Proven track record of consolidating insights across multiple business units or markets
• Experience establishing standards, governance frameworks, and best practices for VOC programs
• Experience with VOC platforms (Medallia, Qualtrics, InMoment, or similar)
• Financial services or regulated industry experience strongly preferred
• Multi-country or regional experience preferred
• Experience presenting insights to executive leadership