Human Resources and RecruitmentFull-TimeSenior-level(6+ yrs)
Job Description
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.
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 and Experience
Bachelor’s degree in a business-related field.
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 (Net Promoter Score, Customer Satisfaction, First Contact Resolution, complaints analytics).
Professional certification in Customer Experience, Training, Learning & Development is an added advantage.
Technical Skills & 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.
How to Apply
Interested and qualified candidates should apply online through the official Equity Bank career portal via the following link: Apply Here
How to Apply
Apply online through the Equity Bank career portal by clicking the link provided: Apply Now
