Posted: 2026-10-29 23:56:32  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, experienced and results-oriented individual for the position of Customer Experience Specialist Retail. 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 Specialist Retail (Team Leader Branches).
Location: Nairobi.
Reports to: Head of Customer Experience.
Job Ad Expiry: November 05, 2026.

Job Profile and Purpose

The Customer Experience Specialist Retail (Team Leader Branches) is responsible for overseeing Customer Experience Executives based outside Nairobi and serving as the department's Risk Champion. The position is also responsible for growing and maintaining lasting client relationships to position Liberty Life as the insurer of choice.

Responsibilities

Deliver exceptional service across the entire Retail Life portfolio by collaborating with internal and external stakeholders, including customers, colleagues, agents and brokers, through timely responses to customer requests and feedback.
Oversee the performance of Customer Experience Executives in the branches, excluding Head Office, identify and address skills gaps, and ensure efficient leave management for seamless branch operations.
Resolve issues escalated by Customer Experience Executives in collaboration with colleagues in other functions, using sound judgement to determine matters requiring line manager intervention.
Serve as the department's Risk Champion by ensuring that processes within designated areas of responsibility comply with Business Operating Standards.
Implement customer engagement and retention strategies across different customer segments to ensure differentiated service delivery.
Receive and resolve customer feedback and complaints across retail and pension portfolios promptly and ensure proper documentation and escalation through established channels to facilitate root cause analysis and resolution.
Disseminate designated customer communication streams in a timely manner.
Allocate tasks promptly to Customer Experience Executives in accordance with the departmental schedule.
Ensure customer data and records are maintained securely and confidentially in accordance with Liberty Life's policies and systems for ease of access and future reference.
Approve team requests within the limits of designated responsibility and escalate matters to the line manager where necessary.
Develop strong customer relationships to understand financial needs and recommend appropriate Liberty Life solutions.
Establish effective working relationships within and across business functions to support seamless and exceptional customer experience.

Minimum Qualifications and Requirements

Bachelor's degree.
CIM/MSK Certificate, Insurance Professional Qualification such as IIK Diploma, LOMA or ACII, or ICX Membership will be an added advantage.
At least six (6) years of experience in a customer experience or client relationship role, preferably within the insurance or financial services industry.

Key Competencies and Skills

Strong verbal and written communication skills.
Knowledge of client retention initiatives.
Knowledge of risk management and compliance.
Good understanding of insurance operations and concepts.
Knowledge of insurance regulatory requirements.
Working knowledge of customer experience metrics.
Strong analytical and strategic thinking skills.
Demonstrable commercial and financial management experience.
Excellent organisational and stakeholder management skills.
Strong supervisory skills.

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 Specialist Retail.
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.