Customer Experience Head – Country

Job Description

Location: Kigali, Rwanda
Division: Operations
Reports to: CMD / Chief Operating Officer, Head CX, Subsidiaries
Group: Access Bank Subsidiaries

Overview:

Our client is looking for an experienced and visionary Customer Experience Head to lead and implement a customer-centric strategy across all business units in the country. The ideal candidate is an empathetic leader with strong stakeholder management and strategy execution skills, who will drive excellence across every customer touchpoint and embed a strong service culture throughout the organization.

The candidate must be passionate about customer experience and capable of managing cross-functional initiatives that improve satisfaction, enhance journeys, and deliver measurable impact across various business channels.

Key Responsibilities:

1. Service Strategy

• Develop and communicate a unified Customer Experience (CX) framework across all business units.
• Align CX strategy with business objectives and build a detailed roadmap.
• Design full customer journey and micro-journey catalogues.
• Create CX Standard Operating Procedures (SOPs) and frameworks.
• Lead the implementation of Voice of Customer (VOC), Net Promoter Score (NPS), Customer Satisfaction (CSAT), Complaint Management, and CRM initiatives.

2. Service Culture

• Define KPIs for CX performance across products and channels.
• Reframe frontline and back-office staff mandates to align with service standards.
• Provide training and coaching tools to improve CX.
• Drive customer segmentation for personalized service and preferred communication platforms.
• Collaborate across units to improve customer journeys and business outcomes.

3. Customer Advocacy & Brand Representation

• Be the voice of the customer in product and service decisions.
• Audit customer journeys, identify pain points, and share actionable insights.
• Ensure effective issue resolution and customer recovery frameworks.
• Design a comprehensive customer communication plan across all touchpoints.
• Monitor industry trends to maintain competitive CX standards.
• Represent the organization in CX forums and promote its service excellence brand.

4. People & Stakeholder Management

• Drive cross-functional engagement and stakeholder mapping for CX projects.
• Hold business units accountable for CX delivery and ensure ownership of customer journeys.
• Influence talent development and performance management systems to reflect CX objectives.
  

Key Performance Indicators (KPIs):

External CX Measurements

• KPMG VOC Setup
• CX Subsidiary Awards Recognition

Internal Metrics

Channels & Products

• CSAT: ≥ 85%
• NPS: ≥ 50%
• CES: ≥ 80%

Contact Centre

• 25% reduction in Tier 3 call volume
• 90% First Call Resolution (FCR)
• 15% reduction in complaints
• 90% service level and <10% abandon rate
• 60% IVR containment
• Tier 2 Contact Centre integration

Branches

• 25% reduction in physical footfall (where applicable)
• 25% increase in digital channel adoption
  

Required Knowledge, Skills, and Attributes:

Technical & Functional Skills

• Expertise in customer lifecycle management (LCM) and customer segmentation
• Deep understanding of CRM practices and customer insights
• Proficiency in journey mapping, data analytics, and digital transformation
• Ability to drive strategic initiatives and deliver measurable business value
• Strong business acumen and familiarity with banking operations
• Comfort with tech tools, data dashboards, and performance metrics
  

Leadership & Behavioral Skills

• Strategic thinker with strong facilitation, negotiation, and influencing abilities
• Excellent communication and interpersonal skills
• Resilient, proactive, and entrepreneurial mindset
• Ability to motivate and mentor cross-functional teams
• Strong integrity and discretion
  

Professional Requirements

• Bachelor’s degree in Marketing, Business, Product Development, or a related field
• CX certification is a plus
• Experience in the banking sector is a strong advantage
• Proficiency in French is an added benefit
  

Experience Required:

• Minimum 8 years of experience in client engagement or service roles
• At least 5 years in a managerial position
• Demonstrated success in CX strategy development and implementation
• Experience engaging at C-suite level and managing multi-project environments
• Strong record in stakeholder engagement and executive communication
  

How to Apply:

Send your CV and cover letter to:
📧 hr@sharpenjobs.com
📩 Copy: rosy@sharpenjobs.com and dekegai@sharpenjobs.com

Note: Only shortlisted candidates will be contacted for interviews.