Head, Service Excellence Job NCBA, Nairobi, Kenya
Job Purpose Statement
To lead NCBA Group’s enterprise Service Excellence function as the strategic authority for customer experience governance, service quality assurance, customer insights, complaints governance, service culture, risk oversight, and continuous improvement across all customer touchpoints. The role ensures customer experience is managed as an enterprise priority through effective governance, performance measurement, root-cause resolution, and data-driven decision-making that improves customer outcomes, service consistency, operational efficiency, and risk management.
Duties and Responsibilities
Financial Impact (15%)
- Develop and execute the Service Excellence roadmap to improve customer outcomes while reducing service failures, complaints, operational inefficiencies, rework, and customer-impacting risks.
- Drive customer retention, loyalty, and customer lifetime value through customer-centric service improvements.
- Support revenue growth by leveraging customer insights to enhance customer engagement and product utilisation.
- Improve efficiency and service performance to contribute to reduced operating costs.
- Minimise financial and reputational risk arising from service failures, recurring complaints, and customer-impacting incidents.
Internal Business Processes (40%)
- Develop and implement the Group’s Service Excellence strategy, governance framework, service standards, and customer experience accountability model.
- Lead initiatives that improve customer satisfaction, service consistency, SLA performance, complaint resolution, service recovery, and end-to-end customer journey delivery.
- Establish and monitor enterprise service standards, performance measures, escalation protocols, and governance forums.
- Use customer complaints, Voice of Customer (VOC) insights, service quality reviews, and service performance analytics to identify recurring service issues and drive sustainable corrective actions.
- Lead continuous improvement initiatives that simplify customer journeys and enhance service delivery across all customer touchpoints.
- Influence and collaborate with Business, Operations, Technology, Digital, Risk, Compliance, Contact Centre, and Customer Experience teams to deliver agreed customer commitments.
- Provide strategic recommendations for service design, process optimisation, and customer experience transformation initiatives.
- Champion innovation and change initiatives that strengthen customer-centric service delivery across the Group.
Customer Strategy & Governance (30%)
- Own and continuously enhance the Group Voice of Customer (VOC) framework to ensure customer feedback is systematically captured, analysed, and translated into actionable improvements.
- Ensure customer insights inform service reviews, executive reporting, performance scorecards, and business decision-making.
- Lead complaints governance, service recovery, and root-cause management processes to ensure timely resolution and effective closure of recurring issues.
- Promote evidence-based decision-making through customer feedback, customer journey insights, complaint intelligence, and service performance analysis.
- Ensure compliance with regulatory requirements, internal policies, and customer-related governance standards.
- Drive accountability for customer experience outcomes across the organisation.
Learning & Growth (15%)
- Lead and develop a high-performing Service Excellence team across customer insights, quality assurance, governance, complaints management, customer engagement, and service culture disciplines.
- Build organisational capability in customer experience management, service measurement, root-cause analysis, service recovery, and continuous improvement.
- Promote innovation in customer insights, reporting automation, analytics, and performance tracking.
- Partner with Human Resources to strengthen customer-centric capabilities and service excellence behaviours across the Group.
- Foster a culture of continuous learning, collaboration, and high performance.
Job Specifications
Academic Qualifications
Essential
- Bachelor’s Degree from a recognised university.
Preferred
- Postgraduate qualification in Business Administration, Customer Experience, Strategy, Operations Management, Organisational Development, or a related discipline.
Professional Certifications
Essential
- Professional certification in Customer Experience, Service Management, Operational Excellence, Process Improvement, or a related field.
Preferred
- Certified Customer Experience Professional (CCXP).
- ITIL Foundation or higher.
- Certifications in AI, Data Analytics, Digital Transformation, Design Thinking, Innovation, or related disciplines.
Experience
- Minimum ten (10) years of progressive experience in Customer Experience, Service Excellence, Operations Excellence, Business Transformation, or related disciplines.
- Minimum five (5) years in a senior leadership role managing managers and multidisciplinary teams.
- Demonstrated experience leading enterprise-wide customer experience, service excellence, or transformation programmes.
- Proven ability to influence executive leadership, regulators, and senior stakeholders without direct authority.
- Demonstrated success in customer-centric culture transformation, governance, and continuous improvement initiatives.
- Experience within Banking, Financial Services, Insurance, FinTech, Telecommunications, or other customer-centric organisations will be an added advantage.
Technical Competencies
- Enterprise Customer Experience Strategy and Governance.
- Service Excellence and Performance Management.
- Service Quality Assurance.
- Voice of Customer (VOC) Strategy and Management.
- Customer Insights and Analytics.
- Complaints Governance and Service Recovery.
- Risk, Compliance, and Control Management.
- Continuous Improvement and Process Transformation.
- Executive Communication and Stakeholder Management.
- Change Leadership and Culture Transformation.
- Dashboarding and Performance Reporting.
- AI and Emerging Technologies.
- Strategic Problem Solving.
Behavioural Competencies
- Customer Focus.
- Strategic Thinking.
- Results Orientation.
- Stakeholder Influence.
- Executive Presence.
- Strong Decision Making.
- Collaboration and Partnership.
- Coaching and Talent Development.
- Innovation and Continuous Improvement.
- Resilience and Agility.
- Excellent Written and Verbal Communication Skills.
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