Assistant Director, Customer Experience

Job Specifications

Duties and responsibilities will entail:

• Coordinating the formulation and implementation of policies for the achievement of corporate objectives.
• Initiating the development and ensuring roll-out of innovative strategies and initiatives that translate into efficient customer service delivery.
• Managing the development and deployment of the departmental work plan, including strategic initiatives and metrics.
• Ensuring provision of efficient service delivery in response to enquiries through the Contact Centre [email, social media, calls, letters, web chat] and Huduma Centre walk-in customers, in line with the institution’s Citizen Service Delivery Charter in the 47 Counties across the Country.
• Managing the working relationship with the Huduma Secretariat and the implementation of periodic compliance checks across the HELB Desks at Huduma Centers across the 47 counties in Kenya.
• Coordinating the compliance and adherence to the Institution’s Citizen Service Delivery Charter, Service Quality Management framework and signed Service Level Agreements for consistent customer experience.
• Coordinating internal stakeholders for customer experience related initiatives within the Institution to improve on customer centered leadership culture.
• Establishing and maintaining constructive and cooperative working relationships with other departments and stakeholders to ensure all escalated customer queries are responded to within signed Service Level Agreements.
• Closure of open audit issues for compliance requirement.
• Coordinating the implementation of the knowledge management framework through continuous in-house trainings, establishment of knowledge database and skillset enhancement within the division.
• Implementation of the business continuity plan for minimal service interruption.
• Coordinating the planning and implementation of training needs and leave plans to ensure smooth service delivery.
• Managing the formulation and regular update of the risk register to ensure risk mitigation; and
• Managing the preparation and submission of periodic and ad hoc reports.

Person Specifications

For appointment to this grade, an officer must have:

• Served for a cumulative period of twelve (12) years relevant work experience, three (3) of which must have been in the grade of Principal Corporate Communication Officer or in a comparable position.
• Bachelors’ Degree in Public Relations, Communication, Journalism, Marketing, International Relations or equivalent qualifications from a recognized institution.
• Masters Degree in Public Relations, Communication, Journalism, Marketing, International Relations or equivalent qualifications from a recognized institution.
• Leadership Course lasting not less than four (4) weeks from a recognized institution.
• Membership to a relevant professional body and in good standing where applicable.
• A valid practicing license where applicable.
• Certificate in Computer Applications.
• Shown merit and ability as reflected in work performance and results.

Key Competencies and Skills

• Planning and organizing
• Reporting
• Analytical
• Negotiation
• Interpersonal
• Innovative
• Emotional intelligence
• Creativity and tenacity
• Team player

Skills Required:

• Communication / Pr / Journalism
• Political / Science / Ir
• Sales / Marketing / Business / Management