The Team Leader, Customer Experience Delivery is responsible for leading the Experience Design Unit and driving CX improvement initiatives using human-centered and design thinking methodologies. The role focuses on holistic, omni-channel experience design from concept to production, ensuring that customer experience processes are integrated into day-to-day tasks, decisions, and implementations. This position involves collaborating with stakeholders to incorporate CX requirements into applications, products, and touchpoint designs.
Key Responsibilities
Experience Design Leadership: Lead the Experience Design Unit and oversee CX improvement initiatives using design thinking methodologies.
Stakeholder Collaboration: Work with stakeholders to ensure customer experience requirements are integrated into application, product, channel, and touchpoint designs.
Customer Journey Management: Design, map, and oversee the implementation of customer journeys while monitoring adherence to defined standards.
User Experience Design: Lead the creation of optimal user experiences across various CX platforms, products, and touchpoints within the bank.
Product Development Support: Collaborate with product owners to achieve product-market fit by providing valuable customer insights during development.
Performance Benchmarking: Use data and customer feedback to review CX/UX performance across delivery channels and benchmark against peers and KPIs.
CX/UX Implementation: Co-design and implement user experience improvements across various touchpoints to ensure a seamless customer journey.
Qualifications and Experience
Education: Bachelor's degree in a business-related field from a recognized University. A Master’s degree is considered an added advantage.
Core Experience: Minimum of 4 years of related experience in journey mapping and lifecycle management.
Sector Experience: At least 1 year of experience in a Banking, Financial Institution, or Tech environment.
Leadership: Demonstrated leadership and supervisory experience with the ability to manage teams and resolve conflicts.
Skills and Competencies
Strong customer relationship development and management skills.
Expertise in quality management and Total Quality Management (TQM) principles.
Solid understanding of business processes and service delivery operations.
Effective negotiation, problem-solving, and conflict-resolution skills.
Excellent verbal and written communication and presentation abilities.
High level of initiative, accountability, and organizational skills.
Creative, innovative, and solution-oriented mindset.
Professional telephone etiquette and superior product knowledge.
How to Apply
Send your CV and application letter showing how you meet the role requirements stated above to: Recruitment@nationalbank.co.ke by Wednesday 22nd April 2026. Please indicate the Name of the Job in the email subject line.
How to Apply
Send your CV and application letter showing how you meet the role requirement stated above to: Recruitment@nationalbank.co.ke by Wednesday 22nd April 2026. Make sure to indicate the Name of the Job on the email subject.
