Vacancies at National Bank of Kenya

Position Scope:

• This position is responsible for creating visualizations of customer processes. Audit customer journeys, identify areas of improvement, propose new journeys and collaborate with stakeholders on implementation.

Key Responsibilities:

• Play an active role in the creative process to develop the blueprints for compelling customer experience working with a wide multidisciplinary stakeholder team.
• Collaborate with stakeholders on total experience, creation and implementation across all touch points of our customers' journeys.
• Work in both consultative and productive capacities directly with stakeholders to overcome challenges from a user-centric perspective.
• Be the voice of the customer based on insights.
• Design & develop compelling experiences for customers throughout their multi-channel journeys, both new and continuous improvement in collaboration with product owners.
• Document the customer experience through journey & service mapping, personas, wireframes & information architecture.
• Recommend new ideas and innovations to grow and improve our relationship with current customers, based on best practices.
• Use data and knowledge of customer expectations to review CX and UX across the various service delivery channels.
• Benchmark the Bank’s CX, UI, UX performance against peers and key performance indicators (KPIs) targets to identify improvement opportunities.

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.
• Demonstrated advanced capability in end-to-end customer journey mapping and omni-channel experience design, with the ability to align customer journeys to business processes, risk controls, and regulatory requirements within a banking environment.
• Customer-obsessed and empathetic practitioner who applies human-centred design principles to solve complex service, process, and experience challenges across digital and physical banking channels.
• Strong analytical and creative capability, enabling the synthesis of customer insights, operational data, and market trends into actionable experience improvement initiatives.
• Proven passion for innovation and continuous improvement, with the ability to introduce new CX practices, tools, and service concepts that enhance customer value and operational efficiency.
• Effective team contributor and collaborator, able to work seamlessly within cross-functional teams.
• Strong stakeholder engagement and relationship-management skills, with the ability to influence outcomes across senior management, delivery teams, and external partners.
• Brings diversity of thought, perspective, and experience, contributing to mature CX governance and decision-making forums.
• Comfortable operating within an agile and iterative delivery model, supporting rapid testing, learning, and scaling of customer experience enhancements.
• Excellent communication and time-management skills, with the ability to articulate customer insights.
• Solid program and initiative management capability, ensuring CX initiatives are planned, governed, and delivered in alignment with strategic priorities.
• Strong ability to analyze customer, service, and operational data and translate insights into journey visualizations, service blueprints, and experience design artefacts.
• Proficient in Microsoft Office tools (Excel, Outlook, PowerPoint), with the ability to develop presentations, dashboards, and reports to support CX decision-making).
• Demonstrated leadership and supervisory capability, including guiding teams, setting clear expectations, and driving accountability for experience outcomes.
• Team-building and conflict-resolution skills, fostering collaboration and performance in multi-disciplinary banking environments.
• Highly developed organizational and coordination skills, enabling effective management of multiple CX workstreams and stakeholder engagements.
• Broad managerial and administrative capability to support governance, reporting, and day-to-day CX operations.
• Proactive self-starter who demonstrates initiative and ownership in identifying experience gaps and driving improvement actions.
• Strong problem-solving and analytical judgement, particularly in diagnosing root causes of customer friction and service failure.
• Excellent self-management and organizational discipline, ensuring consistent delivery in fast-paced, regulated environments.
• Working knowledge and application of Total Quality Management and service excellence principles, supporting continuous improvement, control, and customer satisfaction outcomes.

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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

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Job Reference No: NBK/OPS/04/2026
Position Scope:

• This position is responsible for ensuring customer service needs are met by coordinating and adjusting inbound and outbound call traffic in a timely manner.

Key Responsibilities:

• Coaching and mentoring direct reports
• Carrying out performance appraisals at appropriate times.
• Oversee and assist in resolving escalated operational and customer service issues.
• Provide day-to-day supervision and guidance of direct reports
• Identify individual and group training needs which are promptly addressed through EMS sessions and classroom training.
• Ensure all subordinates comply with documented rules, regulations & operational processes.
• Regular review of Agents’ calls in order to make recommendations for improvement.
• Responsible for one on one and group motivational sessions.
• Identify individual and group training needs and ensure relevant training.
• Handling on-the-spot decisions/questions that come from Contact Center staff.
• Liaison and communication between the Contact Center and resolution units.
• Assist with difficult situations that require investigation.
• Forward staff suggestions for improvement to the Unit Head.
• Overseeing post classroom training of new hires, ensuring a full understanding of departmental and Bank procedures and Bank products and services.
• Monitor attendance of subordinates and ensure accuracy of hours worked.
• Responsible for overall management of entire shift (i.e. Nights and weekends).
• Ensure customer satisfaction by researching, resolving and documenting customer concerns.

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 years in a bank and/or corporate solutions and/or payment institution.
• Experience in cards and electronic business will be an added advantage.
• Demonstrates the ability to balance departmental operational needs with employee scheduling requests while engaging in diplomatic and constructive discussions with direct reports.
• Exercises independent judgment and takes responsibility when making necessary operational and peoplemanagement decisions.
• Effectively manages and addresses quality assurance scoring challenges through professional engagement with management.
• Consistently demonstrates sound judgment and strong problem-solving capabilities in day‑to‑day operations.
• Communicates effectively through excellent written, verbal, and interpersonal communication skills.
• Maintains a high level of organization to ensure smooth coordination of tasks and responsibilities.
• Applies excellent time management skills to prioritize workload and meet deadlines.
• Builds positive working relationships through strong interaction and engagement skills.
• Learns new skills quickly and applies them effectively in a dynamic work environment.
• Works effectively and respectfully with individuals from diverse backgrounds and cultures.
• Provides strong leadership to guide, motivate, and support team members.
• Coaches, influences, and develops team members to achieve individual and organizational goals.
• Demonstrates initiative by taking ownership of responsibilities and driving improvements.
• Promotes teamwork and manages conflict constructively to maintain a productive work environment.
• Ensures effective organization and coordination of team activities and resources.
• Applies general managerial and administrative skills to support operational efficiency.
• Maintains a strategic focus and orientation aligned with organizational objectives.
• Upholds integrity and discretion in handling sensitive information and decisions.
• Operates in a proactive manner, anticipating challenges and acting ahead of time.
• Demonstrates entrepreneurial thinking by identifying opportunities for improvement and innovation.
• Applies strong analytical and problem‑solving skills to evaluate situations and recommend solutions.
• Displays resilience and tenacity while maintaining high ethical standards under pressure.
• Engages effectively with others through strong interpersonal skills

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Job Reference No: NBK/OPS/05/2026
Position Scope:

• The role serves as a critical communication link between the Bank and customers through digital channels – telephone, SMS, emails, social media to address customer queries and complaints, and provide information in real time for improved service delivery, customer satisfaction, loyalty and retention.

Key Responsibilities:

• Handle incoming and outgoing interactions with customers professionally as per defined standards.
• Provide customers with product or service information.
• Handling customer complaints per defined procedures
• Record all customer interactions in eCRM or any other platform as may be required and track for resolution.
• Liaise with other departments or teams in resolving issues or providing specific information requested by the customer.
• Promptly escalate issues that require the attention of the Team Leader, Manager, or Head of Department
• Follow up on customer inquiries not immediately resolved.
• Promptly action customer requests to:
  • disable/block instruments/channels reported lost/stolen/damaged/compromised.
  •  Re-order instruments.
• Conduct closure calls to obtain customer occurrence for resolved complaints.
• Stay updated on product knowledge, and be informed of any changes in services, products, policies, and procedures to ensure correct guidance to customers.
• Upsell and cross-sell products and services.
• Identify and recommend potential products or services to management by collecting customer feedback and analyzing customer needs.
• Administer the switchboard by receiving incoming calls from customers and staff.
• Attend and participate in divisional/ departmental meetings on team updates, new products, systems, and new processes.
• Perform other duties as assigned.

Education/Professional Qualifications, Skills & Experience:

• Banking and/or Contact Center Experience preferred
• Knowledge and understanding of bank products.
• Proven analytical skills
• Excellent communication skills
• Excellent Problem-solving skills
• Excellent interpersonal Skills
• Team player
• Proficiency in use of information technology
• Independent, objective and Self-motivated and can work with minimal supervision