Head of Customer Experience
AI summary
Optiven Limited is hiring a Head of Customer Experience in Nairobi to lead end-to-end customer experience strategy, standards, and improvement across all channels and touchpoints. The role involves customer feedback analysis, cross-functional collaboration, process management, and team leadership. The position is executive level with a deadline of 30-09-2026.
- Executive-level leadership role in customer experience
- Based in Nairobi with group-wide CX responsibility
- Deadline for applications is 30-09-2026
- Requires 10 years' experience including 5 in leadership
- Focus on strategy, KPIs, feedback, and continuous improvement
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required10+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, internship, Customer ExperienceThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Head of Customer Experience evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Optiven Limited and the role in Nairobi.
- Add concrete examples related to call_center, internship, Customer Experience, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Job in Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-09-30.
Source and safety check
- Job in Kenya
- Original source link available
- Application method is clear
- Deadline is available: 2026-09-30
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Head of Customer Experience role in call_center, internship?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Optiven Limited before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Head of Customer
Experience
within the Group through all channels and touchpoints using well defined standards and processes. The role oversees and leads the improvement of all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle with a focus on creating positive customer impact and hence a positive impact on the company’s bottom line. These includes:
Developing and implementing customer
strategies and initiatives.
Analyzing customer feedback and data to identify improvement opportunities.
Ensuring consistent and positive customer interactions across all touchpoints.
Collaborating with cross functional teams to enhance customer satisfaction.
Monitoring customer metrics and reporting on CX performance.
KEY
Standards
Define, implement and review the organization’s customer
standards and guidelines and align them to overall corporate strategic goals.
Review the standards and guidelines in line with changing regulations and market dynamics.
Create strategic alignment for Customer
KPIs and ownership throughout the organization.
Collaborate with cross-functional teams to align customer
efforts with business goals and objectives.
Customer Service Excellence Management
Be the voice of the customer and drive processes to identify and close gaps in the customer
based on direct and indirect customer feedback.
Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
Collaborate with relevant stakeholders to drive internal customer satisfaction and build strong customer relationships.
Collect, collate and analyze customer feedback and data to provide insights into customer needs, identify pain points and improve the customer journey.
Business Process Management
Establish and manage key customer
processes, including customer contact facilities, interaction models and complaint tools.
Monitor customer retention trends and manage performance metrics.
Compile and analyze monthly reports to track customer service performance, including metrics such as customer satisfaction and conversion rates.
Ensure regulatory and risk-related compliance of all processes at all times.
Manage change related to customer
processes and systems.
Customer Feedback Management and Reporting
Collect customer feedback and data via surveys and all other feedback channels.
Communicate findings to relevant stakeholders and design interventions to create a positive customer experience.
Monitor and report on the implementation of intervention initiatives.
Identify customer pain points and recommend ways to improve the customer journey.
Continuous Improvement
In collaboration with business leadership, develop and implement initiatives to improve customer interactions across multiple touchpoints and channels for all business units.
Follow up on implementation of improvement initiatives, report on progress and analyze impact.
Review and continuously improve on initiatives.
People Management
In collaboration with HR, recruit, train, coach and mentor the customer service team.
Evaluate and monitor effectiveness of training programs.
Develop, assign, monitor and review team member targets.
Manage team discipline, build and motivate the team for optimal performance, and drive organizational culture.
Other duties assigned from time to time
QUALIFICATION AND
in Customer
or Business Operations, 5 of which should have been in a leadership/supervisory capacity.
Relevant
in the Service Industry, Telecommunications, Banking, Insurance or similar customer-centric industries.
Customer
or Service Excellence certification will be an added advantage.
leading change and inspiring teams with an exciting future vision.
Proven ability to define and implement CX standards, manage feedback systems and drive continuous improvement across multiple channels and touchpoints.
COMPETENCY
of business process review to provide guidance on strategic / continuous improvement.
Technical skills to effectively perform and guide performance of Business and Operations teams’ activities to consistently achieve high quality standards.
Ability to analyze customer data, identify insights and translate them into actionable improvements.
Strong stakeholder management and change management capabilities.
Method of Application
Submit your application to
recruitment@optiven.co.ke
Deadline
: Applications close on
30th September 2026
Job Purpose
- STATEMENT
- The job holder is responsible for managing the overall all end-to-end customer
Responsibilities
Customer
Requirements
- University degree or equivalent in Business Administration, Business Management, Communications, Public Relations, Marketing or a related field. An MBA will be an added advantage.
- Minimum of 10 years’
- Excellent communication, interpersonal and negotiation skills.
- Strong leadership and people management skills.
- Business acumen and commercial awareness.
- Team working and collaboration skills.
- Knowledge and