Vacancies at Equity Bank Kenya

The Role Purpose

Support the implementation, governance and continuous improvement of the Customer Experience (CX) Knowledge Management and Training Framework. The role coordinates knowledge capture, develops and maintains CX training content, facilitates learning sessions, and promotes a strong culture of continuous learning and knowledge sharing to uplift customer experience standards and service delivery across the Bank.

The Key Responsibilities

• Maintain, update and continuously improve Customer Experience knowledge repositories, best practice libraries, FAQs and process documentation.
• Develop, review and curate engaging and user-friendly Customer Experience training materials, guides and learning resources.
• Conduct or support training needs assessments using performance data (NPS, CSAT, FCR, complaints ratio), stakeholder input and business insights.
• Coordinate the rollout of Customer Experience training programmes in collaboration with HR Learning & Development.
• Facilitate or co facilitate Customer Experience training sessions, workshops and knowledge sharing forums (physical or virtual).
• Track training participation, analyse feedback and prepare reports on training effectiveness and impact.
• Support measurement of learning outcomes and link these to service improvement interventions.
• Partner with subject matter experts to ensure training content accuracy and alignment with evolving business priorities.
• Foster a culture of knowledge sharing, customer centricity and continuous improvement

Qualifications

Key Technical Skills & Leadership Competencies

• Strong customer focus and service mindset.
• Excellent facilitation and presentation skills.
• Strong analytical and reporting capability.
• Stakeholder engagement and collaboration skills.
• Creative, resourceful and solution-oriented.
• Strong planning and organizational skills.
• Proficiency in MS Office.

Experience Requirements  

• 5–7 years’ experience in a financial institution or service-oriented organization.
• Demonstrated experience in training content development, facilitation, knowledge management or service improvement initiatives.
• Experience working with CX performance metrics (NPS, CSAT, FCR, complaints analytics).

Academic Qualifications and Certifications 

• Bachelor’s degree in a business-related field.
• Professional certification in Customer Experience, Training, Learning & Development is an added advantage

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Job Purpose Statement

Responsible for creating, implementing, and evaluating communication and advertising strategies to ensure effective and consistent messaging both internally and externally. The role is essential in maintaining a positive image of the bank, fostering strong relationships with stakeholders, and effectively conveying the bank's mission, values, and achievements. This position reports to the Director, Communications.

Key Accountabilities

Communication Management

• Developing Communication Strategies: Creating comprehensive communication strategies aligned with the organization's goals and objectives. These strategies may encompass various elements such as media relations, public relations, social media, internal communications, and more.
• Crafting Content: Liaise with internal resources and communication agencies to produce high-quality written and visual content for various communication channels, including websites, blogs, social media, newsletters, reports, and presentations.
• Internal Communications: Facilitate effective communication within the organization, ensuring that employees are well-informed about important updates, initiatives, and developments. This involves creating internal newsletters or using communication tools and platforms.
• Brand Management: Ensure that all communication materials and messages align with brand guidelines and maintain consistency in branding across different platforms.
• Monitoring and Analysis: Track the effectiveness of communication strategies and campaigns, using metrics and analytics to measure success and make data-driven improvements.
• Stakeholder Engagement: Identify key stakeholders and develop tailored communication approaches to engage and maintain positive relationships with them.
• Event Management: Support the planning and execution of communication-related events, such as product launches, press conferences, trade shows, and corporate gatherings.
• Media Monitoring: Keep abreast of industry trends, competitor activities, and relevant news to identify opportunities and potential risks for the organization.
• Budget Management: Tracking the communication budget spend and preparing ROI reports.

Advertising Management

• Developing advertising plans to ensure that the impact is as per the target impact.
• Collaborating with client departments to establish the goals and specifications for each advertising campaign.
• Develop and monitor the advertising budget and seek approval for any changes.
• Obtaining market insights on products, channels and impact to advise on any required reviews on advertising strategy.
• Develop and review advertisement content and designs to align to objectives and brand standards.
• Work with Supply chain department in onboarding service providers and negotiating contracts for advertising initiatives.
• Overseeing and managing timelines and budgets for advertising campaigns to establish the impact and learnings.
• Conduct brainstorming sessions with teams to develop campaign concepts, ideas and briefs for external service providers.

Qualifications

Education and experience

• Bachelor's degree in a communication-related field or commerce in advertising.
• A strong understanding of communication and/or advertising principles and practices – emerging trends, competitor practices, etc.
• 7 years of experience in managing communication in dynamic corporate set up with multiple brands or business entities with exposure to advertising management and a track record of developing & implementing communication and media campaigns.
• Knowledge about communication, advertising and brand marketing gathered from commercial media practice or through a PR/Communications agency.
• Demonstrated ability to design and deploy communication content, campaigns and media monitoring.

Knowledge & Skills 

• Excellent conceptual abilities in developing concepts, ideas and customizing solutions.
• Ability to facilitate brainstorming, build consensus on ideas and cultivate buy in.
• Great Stakeholder Management – Internal and External Stakeholders (service providers, partners, communities and customers)
• Excellent communication and influencing abilities.
• Creativity & Detail-oriented.
• Great leadership capabilities – able to build high performing teams that are homogenous and the embrace Equity values in day-to-day practice
• Work Culture – able to embrace and influence positive environment where team members are highly motivated.
• Team Development – able to guide, coach and mentor team members to achieve their goals
• Strong reporting skills.

Technical Competences

• Communication and Advertising Strategy and Plans development
• Campaign Management – Contracts, Budgets and Timelines
• Stakeholder Management
• Impact Management and Monitoring
• Product Knowledge - Definitions, appeals and value proposition.