Client Experience Executive

Role Summary

Applying for the Client Experience Executive position is a great opportunity to take ownership and grow with Kenya’s leading non-bank lender. Reporting to the Brand & Strategy Manager, the successful candidate will be responsible for implementing the Client Experience (CX) strategy delivering compelling experiences to Momentum’s clients & prospects and position the Company as a super brand by 2024.

Key Responsibilities

Manage the accurate collection and tracking of key Client Experience KPIs (customer effort score, net promoter score, customer satisfaction) and defining actions to consistently improve performance against these KPIs.
Evaluate the CX performance of all members of staff across all departments in the Company.
Support the implementation of the brand’s CX strategy.
Define & implement internal CX training interventions.
Pulling insights from client data analytics to make process & product changes that address & anticipate client problems.
Take lead in defining actions that showcase our brand in the customer journey making each touch point engaging, efficient, and effective
Develop quality analytics and offer remedial plans to improve outbound communications & calls quality & effectiveness
Managing the customer support team
Career Progression

Momentum is a young entrepreneurial company that is about to enter an exciting growth phase, that will see the launch of new products, sub-brands that have the potential of significant disruption and transformation in alternative bank lending. This presents a unique opportunity for accelerated career growth for a young and dynamic individual looking for a real challenge.

Does this sound like you?

You are a graduate with 3+ years of experience in a CX role with 1+ years in a leadership role
You have over 2+ years working in a call center and/or managing a customer service team
You understand the significance of brand touch points in shaping the client experience
You are passionate about customer experience
You have basic data management & analytics skills
You have the capacity to deliver results through others
You are capable of effectively engaging with people at all levels


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About Momentum Credit

Momentum Credit was founded on the 29th of July 2013 and was formerly known as Platinum Bridging Capital Limited. The company rebranded to Momentum Credit in March 2017 with purposeful intent to reorient its focus to meet an overwhelming market need of providing structured working capital solutions to Individuals and Small Medium Enterprises (SMEs). SMEs are touted, by reputable institutions such as the World Bank, as the economic growth engines that shall drive Africa out of chronic poverty to the utopia of middle income status. However such companies regularly face a crippling lack of access to financing, due to the broad based perception of being too risky. Contrary to this belief, we at Momentum Credit believe in the aspirations of our continent and exist as a credible alternative for this market. We now focus on providing structured solutions that make credit easily and readily accessible to those that can afford such financing, whom in most cases, would be undeservedly labelled as unbankable. Which is why at Momentum Credit we believe in "Expanding Your Possibilities”. Vision Transforming structured non-bank finance across Africa. Our Values Commitment When we commit we fully commit to deliver to promise. Leadership We are all leaders in our area of expertise. Intergrity Our strong ethical beliefs are the driving force behind all we do. Connection We value relationships and never treat them merely as transactions. Excellence We take immense care and pride in what we do.