Assistant Manager, Customer Experience, Job in Kenya

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Assistant Manager, Customer Experience, Job in Kenya

Job Ref. No. JHIL056

Position: Assistant Manager, Customer Experience

Jubilee Insurance was established in August 1937, as the first locally incorporated Insurance Company based in Mombasa. Jubilee Insurance has spread its sphere of influence throughout the region to become the largest Composite insurer in East Africa, handling Life, Pensions, General and Medical Insurance. Today, Jubilee is the number one insurer in East Africa with over 450,000 clients. Jubilee Insurance has a network of offices in Kenya, Uganda, Tanzania, Burundi and Mauritius. It is the only ISO certified insurance group listed on the three East Africa stock exchanges – The Nairobi Securities Exchange (NSE), Dar es Salaam Stock Exchange and Uganda Securities Exchange. Its regional offices are highly rated on leadership, quality and risk management and have been awarded an AA-in Kenya and Uganda, and an A+ in Tanzania. For more information, visit

We currently have an exciting career opportunity for an Assistant Manager, Customer Experience within Jubilee Health Insurance Limited. The position holder will report to the Digital Transformation and Customer Experience Manager and will be based at Head Office in Nairobi.

Role Purpose

The job holder will ensure excellence in Customer Experience for the business. Oversee and innovate to continuously improve on Customer experience initiatives in the business. Improve customer satisfaction levels/matrices and sustain brand loyalty and customer retention. Ensure the success of all customer service initiatives and processes to attain a world class customer experience and standards.

Main Responsibilities

  • Provide Leadership and Management to the customer experience operations teams (contact center, service center, etc.).
  • Ensure full adherence to the business requirement such as workforce management, adherence to schedule etc.
  • Oversee adherence to the customer experience standards and procedures manuals for all customer touchpoints.
  • Create and maintain an annual CX training calendar and conduct regular training for customer experience functions.
  • Champion the development and consolidation of key customer experience reports such as complaints register, Customer Service training logs etc.
  • Ensure customer complaints and issues are promptly and effectively resolved within the agreed TATs
  • Conduct service and complaint analysis to identify areas of continuous improvement.
  • Ensure 100% compliance of customer experience platforms, systems and processes e.g., CRM
  • Track and monitor service quality and TATs of the all-customer services processes across all touchpoints
  • Coordinate and facilitate customer experience feedback activities such as surveys: – surveys, customer focus group activities.
  • Preparation of VOC reports on customer satisfaction across all customer touchpoints.
  • Deliver high level and accurate reporting for all customer experience key processes and touchpoints.
  • Preparation of daily/weekly reports and dashboards.
  • Drive process reviews and gap analysis to identify gaps and offer recommendations and business insights.
  • Continuously map and improve on customer profiles and customer journeys across the business.
  • Develop innovative and creative solutions for service differentiation.
  • Develop and continually enhance a comprehensive customer experience strategy in line with the overall company’s strategy.

Functional Skills

  • Presentation/reporting skills
  • Analytical skills
  • Business planning and tracking
  • Problem solving skills
  • Project management

Key Competencies

  • Customer service management experience
  • Market Awareness
  • Continuous Innovation
  • Ownership & Commitment
  • Team Spirit


  • University Degree from an institution recognized by the Commission for Higher Education (business, marketing, commerce, insurance, economics)
  • Customer Experience training and certifications are an added advantage
  • Proficient in the use of Microsoft office suite and packages
  • CRM and Power BI experience

Relevant Experience

  • 5 years of work experience in an insurance customer service environment
  • 2 years team leadership experience
  • Knowledge in regulations governing the insurance industry

How to Apply

If you are qualified and seeking an exciting new challenge, please apply via quoting the Job Reference Number and Position by 16th January 2023

Only shortlisted candidates will be contacted.

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