Customer Experience Executive

Liberty & Heritage Insurance is a leading insurance company, affiliated with the Liberty Group, which operates in 17 African countries. The company guides customers towards financial freedom through its knowledge and actions. It focuses on responding to changing consumer and market needs with innovative solutions and technologically efficient processes.

Liberty & Heritage Insurance, a prominent company within the Liberty Group operating across 17 African countries, aims to empower customers towards financial independence by leveraging its expertise and innovative solutions, adapting to evolving market demands through efficient technological processes. The Customer Experience Executive role is vital for fostering strong, trusting relationships with customers through proactive and interactive communication, ultimately enhancing loyalty and retention. This position is instrumental in delivering Liberty Life’s customer value proposition and upholding its customer service charter, reporting to the Customer Experience Specialist and based in Nairobi.

1. Continually update customer profiles to ensure Liberty Life retains current information for personalized communication and solutions.
2. Stay informed on key investment and financial market events to provide customers with informed analysis of markets and their investment solutions.
3. Proactively ensure that customer portfolios, as administered in internal systems, are always up to date and rectify any identified issues before the customer becomes aware.
4. Provide convenience to customers by informing them of all available touchpoints, eliminating service barriers, and taking full ownership of customer issues.
5. Promptly receive, acknowledge, and action all customer communication via email, telephone, text, or social media to ensure a seamless interaction with the business.
6. Leverage existing strong bonds with customers to create loyalty and satisfaction.
7. Ensure customers fully understand and appreciate their Liberty Life solutions, confirm their continued relevance with changing lifestyles, and advise on necessary updates.
8. Keep customers updated on the status of their products with Liberty Life, identifying and providing solutions for gaps in premium payments or loan servicing.
9. Develop strong relationships with customers to understand their financial needs and subsequently propose appropriate Liberty Life solutions.
10. Guide customers through various life events, ensuring they can exploit and enjoy the benefits of their products while continuing to fully service these and/or acquire additional ones.

1. Bachelor’s degree.
2. CIM/MSK Certificate or ICX Membership is an added advantage.
3. Familiarity with Customer Experience (CX) Metrics.
4. At least 2 years of experience in a customer experience role, preferably within the insurance or financial services industry.
5. Strong interpersonal skills.
6. Ability to prioritize tasks and manage time efficiently.
7. Team player mindset.
8. Solutions-focused approach.
9. Knowledgeable in financial solutions and market trends.
10. Strong business acumen.
11. Good understanding of insurance operations and concepts.
12. Knowledge of insurance regulatory requirements.
13. Ability to develop effective working relationships with peers in other departments.