Senior Officer - Customer Experience
AI job insight
Equity Bank Tanzania Limited is recruiting a full-time Senior Officer to manage customer complaints and service-quality analysis. The role monitors NPS, CSAT and CES, recommends corrective actions, and requires a bachelor’s degree plus at least three years of relevant experience.
- Manages customer complaints and escalations, including prompt responses to emails and calls.
- Tracks NPS, CSAT, CES, complaint trends and resolution turnaround times.
- Conducts root-cause analysis and recommends sustainable corrective actions.
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Equity Bank Tanzania Limited is recruiting a full-time Senior Officer to manage customer complaints and service-quality analysis. The role monitors NPS, CSAT and CES, recommends corrective actions, and requires a bachelor’s degree plus at least three years of relevant experience.
- Manages customer complaints and escalations, including prompt responses to emails and calls.
- Tracks NPS, CSAT, CES, complaint trends and resolution turnaround times.
- Conducts root-cause analysis and recommends sustainable corrective actions.
- Prepares reports linking service improvements to retention, activity and cost-to-serve.
- Requires a bachelor’s degree and a minimum of three years of relevant experience.
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required3+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in factory, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in TanzaniaThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Senior Officer - Customer Experience evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Equity Bank Tanzania Limited and the role in Tanzania.
- Add concrete examples related to factory, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Ajiriwa Tanzania; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Ajiriwa Tanzania
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Senior Officer - Customer Experience role in factory, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Tanzania under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Equity Bank Tanzania Limited before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Senior Officer - Customer Experience
Main Duties and Responsibilities
Handle customer complaints and escalations professionally and promptly, coordinating with branch managers and relevant stakeholders to ensure satisfactory resolution and keeping customers informed of progress and outcomes.
Respond to customer and internal emails and calls promptly and professionally, providing accurate information and addressing inquiries and concerns.
Document, consolidate and analyse customer feedback from complaints, surveys, service interactions and other channels to identify customer needs, trends and recurring pain points; conduct root-cause analysis and recommend sustainable solutions to prevent recurrence.
Monitor service quality metrics, including NPS, CSAT, CES, complaint trends and resolution turnaround times, highlighting performance gaps and recommending corrective actions.
Adhere to applicable regulatory requirements, internal policies and standards relating to consumer protection, data privacy, confidentiality and customer interactions.
Prepare management reports and presentations that translate complaint trends and findings into practical recommendations, priorities and actions.
Support the assessment of the business impact of customer pain points and service improvements, including effects on customer retention, transaction activity, repeat contacts and cost to serve.
Collaborate with internal stakeholders to identify and implement improvements that strengthen internal service delivery and employee productivity.
Work closely with product teams to identify and address gaps in product availability, accessibility and relevance to customer needs and preferences.
Analyse customer interactions to identify opportunities to improve channel effectiveness, usability and convenience, and support the implementation of channel improvements.
ajira
Conduct branch and channel service quality assessments to evaluate adherence to service standards and operational processes, identify gaps and recommend improvements.
Track agreed corrective and improvement actions, follow up with relevant stakeholders and assess whether implemented changes have addressed the identified service gaps.
Qualifications
- KNOWLEDGE, SKILLS AND EXPERIENCE
- Education:
- Bachelor's Degree from an accredited institution in any related field of study required.
Experience
A minimum of 3 years of relevant work experience preferred in the banking industry.
Knowledge and Skills
Strong complaint management and service recovery skills, including effective escalation, customer communication and resolution follow-up.
Strong stakeholder engagement and coordination skills to drive corrective actions, while maintaining consumer protection, data privacy and confidentiality standards.
Strong analytical and root-cause analysis skills, with the ability to consolidate and validate customer and operational data, identify trends and recommend sustainable improvements.
Proficiency in Excel for data analysis and the ability to present findings through clear reports, dashboards and management presentations.
Understanding of customer experience measurement, including NPS, CSAT, CES, customer surveys, customer journeys and service standards.
Organization
Customer Service
Employment Type
Regular
Job Level: Entry Level
Job Shift
Day Job
Job Posting
Oct 26, 2026, 11:56:39 AM