The Team Leader for Customer Experience Design at National Bank of Kenya is responsible for creating visualizations of customer processes, auditing customer journeys, and identifying areas for improvement. This role involves collaborating with a wide multidisciplinary stakeholder team to develop blueprints for compelling customer experiences across all touchpoints, ensuring a user-centric perspective throughout the bank's digital and physical channels.
Key Responsibilities
Play an active role in the creative process to develop blueprints for compelling customer experiences working with a wide multidisciplinary stakeholder team.
Collaborate with stakeholders on total experience, creation, and implementation across all touchpoints of our customers' journeys.
Work in both consultative and productive capacities directly with stakeholders to overcome challenges from a user-centric perspective.
Serve as the voice of the customer based on insights.
Design and 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 and service mapping, personas, wireframes, and 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, and UX performance against peers and key performance indicators (KPIs) targets to identify improvement opportunities.
Requirements, Skills, and 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 of related experience in journey mapping and lifecycle management.
At least 1 year of experience in a Bank/Financial Institution or Tech environment.
Demonstrated advanced capability in end-to-end customer journey mapping and omni-channel experience design.
Ability to align customer journeys to business processes, risk controls, and regulatory requirements within a banking environment.
Proficiency in human-centered design principles to solve complex service and experience challenges.
Strong analytical and creative capability to synthesize customer insights and operational data.
Proven passion for innovation and continuous improvement.
Effective team contributor and collaborator within cross-functional teams.
Strong stakeholder engagement and relationship-management skills.
Comfortable operating within an agile and iterative delivery model.
Excellent communication and time-management skills.
Proficient in Microsoft Office tools (Excel, Outlook, PowerPoint).
Demonstrated leadership and supervisory capability.
Working knowledge of Total Quality Management and service excellence principles.
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. Please indicate the Name of Job on the email subject.
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. Please indicate the Name of Job on the email subject line.
