Posted: 2026-10-29 23:55:08  Deadline: November 05, 2026   Full-time   Salary: Confidential

Liberty Life Assurance Kenya Ltd, a leading insurance company affiliated with Liberty Group, a wealth management company represented in 17 African countries, is seeking to recruit a qualified and customer-focused individual for the position of Customer Experience Executive. The company uses its knowledge and actions to guide customers on their journey to financial freedom through innovative solutions and technologically efficient processes that respond to changing consumer and market needs.

Position Details

Organisation: Liberty Life Assurance Kenya Ltd.
Position: Customer Experience Executive.
Location: Nairobi.
Reports to: Customer Experience Specialist.
Job Ad Expiry: November 05, 2026.

Job Profile and Purpose

The Customer Experience Executive is responsible for building sustainable relationships of trust with customers through open, proactive and interactive communication to drive customer loyalty and retention. The position plays a key role in delivering Liberty Life's customer value proposition and ensuring adherence to the customer service charter.

Responsibilities

Continually update customer profiles to ensure that Liberty Life maintains the most current customer information for personalised communication and solutions.
Keep abreast of key investment and financial market events to provide customers with informed market analysis and information on their investment solutions.
Proactively ensure that customer portfolios, as administered in the company's systems, remain up to date and that identified issues are rectified before customers become aware of them.
Provide convenience to customers by informing them of available service touchpoints, eliminating service barriers and taking full ownership of customer issues.
Receive, acknowledge and promptly action all customer communications received through email, telephone, text messages and social media to ensure seamless customer interactions.
Leverage existing customer relationships to strengthen loyalty and satisfaction.
Ensure that customers fully understand and appreciate their Liberty Life solutions and that the solutions remain relevant to their changing lifestyles.
Advise customers appropriately whenever updates to their existing solutions become necessary.
Keep customers informed about the status of their products with Liberty Life and provide solutions where gaps are identified in premium payments or loan servicing.
Develop strong customer relationships to understand financial needs and recommend appropriate Liberty Life solutions.
Support customers through different life events and ensure they understand, access and enjoy the benefits of their products while continuing to service existing products or take up additional ones.

Minimum Qualifications and Requirements

Bachelor's degree.
CIM/MSK Certificate or ICX Membership will be an added advantage.
Familiarity with customer experience (CX) metrics.
At least two (2) years of experience in a customer experience role within the insurance or financial services industry is desirable.

Key Competencies and Skills

Strong interpersonal skills.
Ability to prioritise tasks and manage time efficiently.
Strong teamwork and collaboration skills.
Solutions-focused mindset.
Knowledge of financial solutions and market trends.
Strong business acumen.
Good understanding of insurance operations and concepts.
Knowledge of insurance regulatory requirements.
Ability to develop effective working relationships with colleagues in other departments.

Application Process

Interested and qualified candidates are encouraged to submit their applications together with an updated CV through the recruitment email address below.

Application Email: hr@libertylife.co.ke
Email Subject: Customer Experience Executive.
Application Deadline: November 05, 2026.

Liberty Kenya is an equal opportunity employer that actively encourages diversity. Only shortlisted candidates will be contacted.

Personal data collected during the recruitment process will be used for recruitment purposes in accordance with the privacy statement available on the company's website: www.liberty.co.ke.