Customer Experience Executive at Old Mutual Kenya

Confidential • Kenya, Kenya • Posted June 21, 2026

Position Overview

Job Description

Old Mutual Kenya is based in Nairobi and is part of a larger group that offers solutions in long-term savings, asset management and investment. We offer solutions to individuals and corporates underpinned by our core values which are: Respect, Integrity, Accountability and Pushing beyond boundaries.


Customer Experience Executive

Job Summary


Provide first contact customer support through the available channels in the Bank’s 24/7 Contact Center


KEY PERFORMANCE INDICATORS

  • Transactional Customer Satisfaction Index and/or NPS Score

  • Number of resolved client queries at first contact.

  • Service Quality Assurance Score

  • Adherence to Service Level Agreements & Schedule

  • Campaign reach rate

  • Compliance to KYC/AML and applicable banks processes and procedures

  • Product and Process Post Training Score

    • KEY RESPON...