About this Role:  The Head of Customer Experience is a senior executive role responsible for leading &
managing Customer Care including the Customer Support Center/Call Center. This position is crucial in
supporting all business ventures under the Chief of Enterprise & Growth, ensuring that these functions
align with & enhance Kifiya's overall business goals & growth strategies.

Key Responsibilities:

• Lead Customer Care Strategy: Develop & implement a strategy aligned with Kifiya's goals for exceptional service across all channels.
• Set & Monitor KPIs & SLAs: Establish & monitor key performance indicators (KPIs) like call resolu on rates, customer satisfaction on, & adherence to service level agreements (SLAs).
• Analyze & Improve Customer Experience: Leverage data & feedback to identify areas for improvement, implement strategies to enhance customer satisfaction on & efficient issue resolution.
• Drive Continuous Improvement: Foster a culture of continuous improvement within the call center for optimized performance & service delivery.
• Manage Call Center Resources: Effectively manage budgets for personnel, technology, & training to ensure efficient call center operations.
• Direct Call Center Operations: Oversee call routing, queue management, adherence to quality standards, and exceptional service delivery.
• Evaluate & Implement Technology: Implement new technologies to improve efficiency, optimize agent productivity, & enhance the customer experience.
• Foster Collaboration & Communication: Build strong relationships with other departments & communicate effectively with staff, utilizing customer feedback to improve service across Kifiya.

Job Requirements

The ideal candidate should possess:
• Bachelor’s degree in Business Administration, Marketing, Data Science, Human Resources, or a
related filed; a Master’s degree or relevant professional certification is preferred.
• Minimum of 10 years of experience in shared services or related fields, with at least 5 years in a
leadership role.

Other personal characteristics:
• Strategic Leadership: Expertise in developing customer care strategies, managing KPIs, and driving
continuous improvement.
• Customer Focus and Collaboration: Skilled in enhancing customer satisfaction, implementing
technology, and fostering cross-departmental communication. 

How To Apply

To apply for the Head of Customer Experience position , please follow the guidelines below:

Email Subject:
Please use the following subject line when submitting your application: "Application for Head of Customer Experience".

Resume/CV:
Attach your updated resume or curriculum vitae (CV) in PDF or Word format. Ensure that your resume highlights your relevant skills, experience, and educational background.

Contact Information:
Ensure that your CV includes your full name, phone number, and email address. This will make it easy for the hiring team to reach out to you for further communication or to schedule an interview.

Send your CV to the email hiring@kifiya.com