Assistant Director, Customer Experience Job SHA

Assistant Director, Customer Experience Job

Minimum Qualifications: Masters Degree

Job Term: Permanent and Pensionable

Position Level: SHA 4

Remuneration:

Kes.200,204 x 10,014 – 210,218 x 10,511 – 220,729 x 11,032 – 231,761 x 11,587 – 243,348 x 12,172 – 255,521 x 12,775 – 268,295 x 13,418 – 281,714 x 14,085 – 295,799 x 14,787 – 310,586 x 15,530 – 326,116 x 16,308 – 342,423 pa.

Allowances:
House: Kes 55,000/=
Commuter: Kes 22,000/=
Entertainment: Kes 6,250/=
Leave: Kes 20,000/=

Number of positions: 1

Qualifications, Skills and Experience Required:

• Cumulative service period of twelve (12) years of relevant work experience, three (3) of which must be in the grade of Principal Corporate Communications Officer or a comparable position 
• Bachelor’s degree in Public Communication, Public Relations, Mass Communication, Marketing, or its equivalent qualification from a recognized institution.
• Master’s degree in Public Communication, Public Relations, Mass Communication, Marketing, or its equivalent qualification from a recognized institution.
• Certificate in Leadership Course lasting not less than four (4) weeks from a recognized institution.
• Member of a relevant professional body where applicable and in good standing.
• A valid practicing license where applicable from a recognized institution.
• Proficiency in computer application.
• Shown merit and ability as reflected in work performance and results.

Responsibilities:

• Developing, implementing, and reviewing policies, guidelines, regulations, and guidelines on customer experience.
• Monitoring the implementation of the Citizen Service Charter.
• Monitoring the implementation of departmental plans and strategies.
• Participating in the development of customer satisfaction survey tools.
• Onboarding SHA products to customers for their confident use of services.
• Gathering and analyzing customer feedback to identify areas for improvement and strategic decision-making.
• Customer Complaints Management and Resolutions.
• Maintaining relationships with various account holders/Accounts Management through the CRM system.
• Producing guidance to officers on SHA products.
• Creating and maintaining creative content for digital platforms.
• Managing communication infrastructure through reviewing the knowledge base.
• Ensuring continuous training of Customer experience officers for quality and consistency of service.
• Developing best practices in Customer experience strategies and managing the customer journey.
• Creating contributor awareness and encouraging responsible and informed contributor choice.
• Coordinating Customer Experience activities.
• Analyzing customer feedback reports for strategic decision-making.
• Monitoring and evaluating the work performance of subordinates.

How to Apply

Applications can be submitted via either application portal https://recruitment.sha.go.ke/ or physically delivered to SHA building 10th floor by clearly marking the position applied for on the envelope.

How to submit online applications

• Create an account
• Complete your profile by filling in your details in all the relevant sections
• Click on the vacancies tab
• On the jobs list, click on View Details to access the details of a particular job
• At the bottom section of the job’s detail, click on Apply to submit your application

Physical applications should be addressed to:

The Chairperson
Social Health Authority
P. O Box 30443-00100
Ragati Road
NAIROBI

Interested candidates should submit their applications, including:

• A cover letter demonstrating suitability for the position.
• A detailed curriculum vitae.
• Copies of academic and professional certificates.
• Contacts of at least three professional referees.

Applicants must satisfy the requirements of Chapter Six of the Constitution of Kenya by submitting valid and current copies of the following:

• Certificate of Good Conduct from the Directorate of Criminal Investigations.
• Tax Compliance Certificate from the Kenya Revenue Authority.
• Clearance Certificate from the Higher Education Loans Board (HELB).
• Clearance Certificate from the Ethics and Anti-Corruption Commission (EACC).
• Report from a Credit Reference Bureau (CRB).

Apply by 19th August, 2025 by 5.00P.M