Job particulars
- Job title
- Customer Experience Executive
- Hiring organisation
- s Expand Recruitment Services
- Location
- Nairobi, Kenya
- Employment type
- Full-time
- Work arrangement
- On-site
- Industry
- Customer Service
- Level
- Middle
- Experience
- 2+ years
- Posted
- 28 Oct 2026
- Closing date
- 5 Nov 2026
Key responsibilities
- Continually update the customer profile so that Liberty Life retains the most current information about the customer and is therefore able to provide them with personalized communication and solutions.
- Keep abreast and well-appraised on key investment and financial market events to provide customers with informed analysis of the markets and their investment solutions.
- Proactively ensure that the customer’s portfolio, as administered in our systems, is always up to date and that any issues identified are rectified before the customer has sight of them.
- Always provide convenience to the customer by informing them of all available touchpoints and eliminating all barriers to service while taking full ownership of customer issues.
- Receive, acknowledge, and action promptly all customer communication on email, telephone, text, or social media so that the customer experiences a seamless interaction with the business.
- Leverage existing strong bonds with customers to create loyalty and satisfaction.
- Ensure that the customer fully understands and appreciates the solutions that they have from Liberty Life and that these remain relevant even with the customer’s changing lifestyle; and advise the customer appropriately should an update to the solution be necessary.
- Ensure that the customer is always updated on the status of their products with Liberty Life and where gaps are identified in premium payment or servicing of loans, a solution is provided.
- Develop strong relationships with customers to understand their financial needs and thereafter propose appropriate Liberty Life solutions.
- Walk with the customer through their various life events and ensure that they can exploit and enjoy the benefits of their products while continuing to fully service these and/or take additional ones.
Candidate requirements
- Bachelor’s degree
- CIM/MSK Certificate or ICX Membership would be an added advantage.
- Familiarity with CX Metrics.
- At least 2 years’ experience in a customer experience role in the insurance or financial services industry (desirable).
Required skills
Team playerSolutions-focused mindsetKnowledgeable in financial solutions and market trendsBusiness acumenGood understanding of insurance operations and conceptsStrong interpersonal skillsAbility to prioritize tasks and manage time efficiently
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Hiring organisation
s Expand Recruitment Services