Customer Experience Specialist Job in Kenya

Job Title: Customer Experience Specialist

Hiring Organization: Liberty Life
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Insurance
Job Type: Full Time
Salary: KES
Date Posted: 06/10/2024

Job Summary

The Customer Experience Specialist- Coast Region-is responsible for building, maintaining and growing lasting client relationships to position Liberty Life as the Pension, Group Life and Retail Life Provider of choice.

Key Responsibilities

Deliver exceptional service for the entire Retail Life and Pensions portfolio working with the various internal and external stakeholders (customers, agents, brokers) through timely responsiveness to customer requests and feedback.

Develop working relationships with key account owners and managers to ensure business retention and renewal while gathering market intelligence that allows Liberty to offer a compelling and competitive customer value proposition.

Identify cross-selling opportunities for Group Life business within exisitng pension and retail life businesses and funnel prospects to the Sales and Distribution team.

Implement the customer engagement and retention strategy across the segments to ensure a differentiated service is realized.

Receive and resolve customer feedback and complaints across retail and pension books timeously and properly document these while escalating issues along the established matrix to enable root cause analysis and resolution.

Maintain an updated list of departmental policies and processes that support delivery of service and Liberty’s governance standards.

Conduct member education and other customer initiatives as per assigned client portfolio in collaboration with Sales and Distribution Team in the region to maximize cross-selling opportunities for Liberty Life solutions.

Research on, identify and champion opportunities that will transform customer experience through product, service, technology or strategy.

Support the sales team in business acquisition through provision of new business proposals, quotations, business intelligence, competitor strategies and information in an accurate, professional, complete and timely manner.

Ensure customer data and records are kept securely and confidentially, strictly guided by Liberty’s policies and systems, for ease of access and future reference as need be.

Develop strong relationships with customers to understand their financial needs and propose appropriate Liberty Life solutions.

Develop working relationships within and across functions in the business to support a seamless and exceptional customer experience.


Bachelor’s degree

CIM/MSK Certificate or Insurance Professional qualification – IIK Diploma/LOMA/ACII or ICX

Membership would be an added advantage


Minimum of 6 years in a customer experience role in the insurance or financial services industry


Strong communication and presentation skills

Stakeholder management

Ability to cope with pressure and work under minimal supervision.

A solutions-focused mindset

Knowledgeable in financial solutions and market trends

Strategic thinker

How To Apply

If you meet the above requirements, you are encouraged to forward your application and updated CV to by 19th June 2024 clearly state the job title on the subject heading.