Assistant Director, Customer Experience

About the Role

The Higher Education Loans Board (HELB) is seeking a qualified Assistant Director, Customer Experience (Grade 4, Ref. No. HELB/010) to manage and coordinate customer experience delivery across our service stations in Huduma Centres throughout Kenya's 47 counties. This role is pivotal in ensuring effective service coordination, product and service awareness, and the delivery of first-class customer experience in line with our institutional standards.

Key Responsibilities

• Coordinate the formulation and implementation of policies to achieve corporate objectives
• Develop and roll out innovative strategies and initiatives that improve efficiency in customer service delivery
• Manage development and deployment of departmental work plans, including strategic initiatives and performance metrics
• Ensure efficient service delivery across multiple channels (email, social media, phone calls, letters, web chat, and walk-in customers) at Huduma Centre locations across all 47 counties
• Manage working relationships with the Huduma Secretariat and conduct periodic compliance checks at HELB desks nationwide
• Coordinate compliance with the Institution's Citizen Service Delivery Charter, Service Quality Management framework, and Service Level Agreements to maintain consistent customer experience
• Coordinate internal stakeholders on customer experience initiatives to strengthen customer-centered leadership culture
• Establish and maintain constructive relationships with other departments and stakeholders to ensure escalated customer queries are resolved within agreed Service Level Agreements
• Manage closure of open audit issues to ensure compliance standards are met

Location

Nairobi, Kenya