Banking is no longer just about transactions—it’s about experiences. SBM Bank Kenya, one of the fastest-growing financial institutions in the region, is looking for a Customer Experience Analyst to help transform how customers interact with their services.
This role is designed for someone who thrives at the intersection of data and customer care. As a CX Analyst, you will:
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Analyze feedback from customers and highlight improvement opportunities.
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Develop dashboards and reports to track key performance indicators like NPS, CSAT, and SLA compliance.
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Partner with different departments to close feedback loops and recover service where needed.
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Support projects that bring innovation to customer service, including AI adoption and omni-channel platforms.
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Ensure that every insight gathered helps enhance customer loyalty and satisfaction.
To succeed in this role, you’ll need a bachelor’s degree, 2–4 years of experience in customer service or analytics, and the ability to use CRM and reporting tools. More than that, you’ll need empathy—a genuine desire to make the customer journey seamless.
At SBM Bank, customer experience isn’t just a metric; it’s a promise. As a Customer Experience Analyst, you’ll be part of the team that turns that promise into reality.
👉 Apply now via SBM Bank Careers.
