Customer Experience & Solutions Manager

About Us

CIC Insurance Group is a leading insurance and financial services organisation with more than five decades of experience helping individuals, families, and organizations achieve financial security.

We have grown into a dynamic Group offering life, general, micro insurance, asset management, and investment solutions, with operations in Kenya, Uganda, South Sudan, and Malawi, and are listed on the Nairobi Securities Exchange.

Our tagline, “We Keep Our Word,” reflects our unwavering commitment to integrity, transparency, and delivering on our promises to our clients, partners, and communities.

CIC Group is passionate about innovation, digital transformation, and inclusive insurance solutions that meet the evolving needs of cooperatives, SMEs, corporates, and individuals. By joining us, you will be part of a team that is shaping the future of financial protection across Africa.

About the Role

Reporting to the Group Head of Customer Experience, the role holder will embed and drive the Customer Experience strategy across the group through an effective Root Cause Analysis, Customer Retention and Effective Complaints management models for increased wallet share and customer stickiness.

Key Responsibilities

Embedding a Customer Centric Culture:

• Drive Service Excellence and ensure delivery of outstanding services in Branch Network as well as Head Office Departments by Regularly engaging frontline and back office teams on matters service.
• Share best practice, nuggets, and other relevant material with the business, as well as championing service campaigns to drive the right service behavior and enhance customer centricity.
• Ensure customer feedback tools and mechanisms are developed, implemented and actively utilized across the business e.g. CRM, Customer Feedback Tools etc.
• Proactive action planning to analyze the data and address gaps picked.
• Conduct Trainings for all staff and liaise with Learning and Development to deliver suitable quality training on customer experience.

Complaints Management and Service Improvement:

• Review and identify process and system gaps through root cause analysis and recommend solutions for improvement. Involve the teams in ensuring remedial action is taken to improve customer experience.
• Provide reports to stakeholders on nature of complaints/queries and any trends observed for inclusion in overall change initiatives relating to service.

Team Management, Risk & Compliance:

• Develop a high performing team through continuous performance development and coaching.
• Discuss and finalize performance management plans and ratings for direct reports, and manage team effectively with regards to administrative matters.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, internal policies and policy standards.

Who We’re Looking For

Essential Knowledge/Skills and Experience Required:

• Bachelor’s Degree in a relevant field
• Five (5) years of relevant experience in customer experience, with at least two (2) of experience as team leader in an insurance company

Key Skills and Behavioral Competencies:

• Understanding of CRM systems and process improvement initiatives
• Stakeholder influence and engagement across all levels
• Good analytical, Communication and presentation skills
• Computer Literate and proficient in MS Office Suite
• Strong Leadership Skills
• Strong collaboration and facilitation skills within cross functional teams

Why Join Us?

Joining CIC Insurance Group as a Customer Experience & Solutions Manager offers you the opportunity to champion and embed a customer-centric culture within a leading, multi-country financial services organization. In this role, you will drive the Customer Experience strategy across the Group by leading root cause analysis initiatives, strengthening complaints management frameworks, and implementing customer retention models that enhance wallet share and customer loyalty. You will spearhead service excellence across branch networks and head office functions, actively engage stakeholders at all levels, and ensure customer feedback tools and CRM systems are effectively utilized to deliver actionable insights and continuous improvement. Additionally, you will lead and develop a high-performing team, foster cross-functional collaboration, and ensure full compliance with regulatory and internal policy standards. At CIC, integrity, innovation, and service excellence define who we are. This role provides a strategic platform to influence service transformation, drive sustainable customer growth, and reinforce our promise — “We Keep Our Word.” If you are a strong leader passionate about customer experience strategy, stakeholder engagement, and solution-driven service improvement, CIC is the place to make a lasting impact.

If you have the aforementioned professional and academic qualifications and you are ready to execute the above mandate, strictly apply through: https://careers.cicinsurancegroup.com/ clearly indicating the position being applied for.

The application should reach us by close of business on 11th March, 2026. Please note only short-listed candidates will be contacted. If you do not hear from us by 30th April, 2026 consider your application unsuccessful.

CIC Group is an equal opportunity employer and does not solicit or require any form of payment for employment opportunities.

N/B: This job advert is open to both internal and external candidates.