Role Description

The Customer Experience Manager is responsible for designing, implementing, and continuously improving the end-to-end customer journey across all touchpoints. This role focuses on ensuring a consistent, high-quality, and engaging experience that strengthens customer satisfaction, loyalty, and long-term value. The position works closely with cross-functional teams to align customer needs with business objectives and to translate insights into actionable improvements.

Key responsibilities include analyzing customer feedback and behavioral data to identify pain points and opportunities for enhancement. The role leads initiatives to improve service delivery, optimize customer interactions, and develop experience standards that support a unified brand perception. It also plays a key role in developing customer journey maps, defining experience metrics, and tracking performance against experience-related KPIs.

The Customer Experience Manager is expected to act as the voice of the customer within the organization, ensuring that customer-centric thinking is embedded in decision-making processes. Strong collaboration skills are essential, as the role frequently partners with product, operations, and service teams to implement improvements and drive measurable impact.

Qualifications

Strong understanding of customer experience principles, journey mapping, and service design
Excellent analytical skills with the ability to interpret customer data and feedback
Strong communication and stakeholder management abilities across multiple functions
Proven ability to lead initiatives that improve customer satisfaction and loyalty
Experience in identifying process gaps and implementing customer-focused solutions
Strategic thinking combined with strong execution and project management skills
Ability to translate customer insights into actionable business recommendations
High attention to detail and commitment to service excellence
Empathy and customer-centric mindset with strong problem-solving abilities

Startup Kenya ����

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Customer Experience Manager

Startup Kenya ��