In today’s digital-first world, exceptional customer service has become the heartbeat of successful businesses. SBM Bank Kenya understands this truth, and that’s why they’re looking for a Customer Experience Analyst to join their team in Nairobi.
This role isn’t just about crunching numbers or compiling reports—it’s about making sure every customer interaction counts. From branch visits to mobile banking, the analyst will oversee how customers experience SBM’s services and identify opportunities for improvement.
As part of the role, the analyst will:
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Build reports and dashboards that bring customer data to life.
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Monitor service quality across branches, contact centers, and digital platforms.
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Manage Voice of Customer (VOC) programs to ensure feedback translates into meaningful action.
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Support CX initiatives like CRM rollouts, omni-channel integrations, and AI-driven solutions.
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Provide insight to senior management, helping shape strategy and decision-making.
The ideal candidate is someone with a strong analytical background, 2–4 years of experience in customer experience or quality assurance, and a true passion for making banking better for people.
At SBM Bank, this role goes beyond analytics—it’s about human connection, ensuring that customers feel heard, valued, and cared for at every step.
👉 Interested? Apply today via SBM Bank Careers.
