Senior Customer Experience Officer, Digital and Creative Services

About the Role

This is an opportunity to join a leading organization in a senior creative and customer experience leadership position. As Senior Customer Experience Officer for Digital and Creative Services, you will drive the creative vision and strategy for the organization while leading and developing a creative team.

Reference Number

HELB/018 – Grade 6

Key Responsibilities

• Create artistic concepts and ideation that align with business needs and organizational objectives
• Develop business branding materials for product and service awareness creation
• Engage with business units to develop and review business workplans and translate them into communication objectives
• Supervise the creative team, monitor productivity, and liaise with support functions to secure necessary resources and equipment
• Develop and enforce approval processes, signoffs, and risk management schedules for all editorial and creative products
• Track insights from multi-channel platforms and integrate findings into the organization's communication strategy
• Collate creative and design needs across the organization
• Recommend workflow improvements to enhance efficiency and reduce operational costs

Required Qualifications

• Bachelor's degree in Public Relations, Communication, Journalism, Marketing, International Relations, or equivalent qualification from a recognized institution
• Cumulative work experience of six (6) years in relevant roles, with at least three (3) years at the Corporate Communication Officer I grade or comparable position
• Certificate in Computer Applications
• Membership in a relevant professional body in good standing (where applicable)
• Demonstrated merit and ability as reflected in work performance and results

Key Competencies and Skills

• Communication
• Planning and organizing
• Problem solving
• Analytical thinking
• Report writing
• Innovation
• Emotional intelligence
• Creativity
• Team collaboration
• Time management

Location

Nairobi, Kenya