Customer Experience (CX) Communications Manager

Description

Equity Bank is a leading Financial Services Institution operating in Kenya. Our diversified business spans are banking, insurance, technology and social enterprise, enabling us to deliver integrated solutions that drive inclusive growth on a scale. Our business model is anchored on a distinctive Tri-Engine framework— Social, Economic and Sustainability, which systematically strengthens value-chains, empowers communities and delivers long-term social and economic impact.

Our purpose, “Transforming lives, giving dignity, and expanding opportunities for wealth creation,” guides our strategic decision. We are driven by a bold vision “to be the champion of the socio-economic prosperity of the people of Africa,” and this ambition is embedded in our culture through our core values of professionalism, integrity, creativity and innovation, teamwork, unity of purpose, respect and effective corporate governance (PICTURE).

Our growth and impact agenda is clearly defined and operationalized through the Africa Recovery and Resilience Plan (ARRP), which serves as the strategic blueprint for sustainable expansion and long-term value creation across the continent.

The Role Purpose

Responsible for creating, implementing, and evaluating communication strategies to ensure effective and consistent messaging both internally and externally. The role is essential in maintaining a positive image of the bank, fostering strong relationships with stakeholders, and effectively conveying the bank's mission, values, and achievements. This position reports to the Head of CX Business Partnering.

The Key Responsibilities

• Customer Engagement Initiative: Lead initiatives to enhance customer engagement and satisfaction through personalized communication approaches. This includes implementing feedback mechanisms to gather insights and measure customer sentiment as well as designing and executing campaigns that foster customer advocacy.
• Developing Communication Strategies: Creating comprehensive communication strategies aligned with the organization's CX objectives and overall business goals.
• Ensure Message Consistency: Standardize all customer communication to ensure the tone, message and brand standards are consistent.
• Crafting Content: Liaise with Communication Agencies to produce high-quality written and visual content for various communication channels, including websites, blogs, social media, newsletters, reports, and presentations.
• Internal Communications: Facilitate effective communication within the organization, ensuring that employees are well-informed about important updates, initiatives, and developments. This may involve creating internal newsletters or using communication tools and platforms.
• Brand Management: Ensure that all communication materials and messages align with brand guidelines and maintain consistency in branding across different platforms.
• Monitoring and Analysis: Track the effectiveness of communication strategies and campaigns, using metrics and analytics to measure success and make data-driven improvements.
• Stakeholder Engagement: Identify key stakeholders and develop tailored communication approaches to engage and maintain positive relationships with them.
• Event Management: Support the planning and execution of communication-related events, such as product launches, press conferences, trade shows, and corporate gatherings.
• Media Monitoring: Keep abreast of industry trends, competitor activities, and relevant news to identify opportunities and potential risks for the organization.
• Budget Management: Tracking the communication budget spend and preparing ROI reports.

Key Technical Skills & leadership competencies

• Conceptual and Analytical Skills: Ability to quickly grasp and understand communication briefs and keen to detail
• Technology Skills: Knowledge of Media Monitoring tools
• Business Process Management: Knowledge of banking products and services

Experience Requirements

• Minimum of 7 years’ experience in communications, service design, or related roles within banking/finance.
• A track record of developing & implementing communication and media campaigns

Academic Qualifications and Certifications

• Bachelor's degree in a communication-related field.
• A strong understanding of communication principles.
• Knowledgeable about communication, advertising and brand marketing.
• Demonstrated ability to design and deploy communication content, campaigns and media monitoring.
• Must be a Member of Public Relations Society of Kenya