Customer Experience Executive

Job Summary

This position is responsible for building sustainable relationships of trust through open, proactive, and interactive communication with customers to drive loyalty and retention. The role is key in delivering Liberty Life’s customer value proposition and adhering to the customer service charter.

Key Responsibilities

Continually update the customer profile so that Liberty Life retains the most current information about the customer and is therefore able to provide them with personalized communication and solutions.

Keep abreast and well-appraised on key investment and financial market events to provide customers with informed analysis of the markets and their investment solutions.

Proactively ensure that the customer’s portfolio, as administered in our systems, is always up to date and that any issues identified are rectified before the customer has sight of them.

Always provide convenience to the customer by informing them of all available touchpoints and eliminating all barriers to service while taking full ownership of customer issues.

Receive, acknowledge, and action promptly all customer communication on email, telephone, text, or social media so that the customer experiences a seamless interaction with the business.

Leverage existing strong bonds with customers to create loyalty and satisfaction.

Ensure that the customer fully understands and appreciates the solutions that they have from Liberty Life and that these remain relevant even with the customer’s changing lifestyle; and advise the customer appropriately should an update to the solution be necessary.

Ensure that the customer is always updated on the status of their products with Liberty Life and where gaps are identified in premium payment or servicing of loans, a solution is provided.

Develop strong relationships with customers to understand their financial needs and thereafter propose appropriate Liberty Life solutions.

Walk with the customer through their various life events and ensure that they can exploit and enjoy the benefits of their products while continuing to fully service these and/or take additional ones.

Qualifications

Bachelor’s degree

CIM/MSK Certificate or ICX Membership would be an added advantage

Familiarity with CX Metrics

Experience

At least 2 years’ experience in a customer experience role in the insurance or financial services industry (desirable).

Competencies

Strong interpersonal skills

Ability to prioritize tasks and manage time efficiently

Team player

Solutions-focused mindset

Knowledgeable in financial solutions and market trends

Business acumen

Good understanding of insurance operations and concepts

Knowledge of insurance regulatory requirements

Ability to develop working relationships with peers in other departments

Minimum qualifications

BA/BSc/HND , Professional Certificate

How to apply

If you meet the above requirements, you are encouraged to forward your application and updated CV to hr@libertylife.co.ke by 5th November 2026. Clearly state the job title on the subject heading.

Similar open roles

• Customer Experience & Order Management LeadKenchic Limited · Nairobi
• Product Consultant - PayrollSolvo Global · Nairobi
• Partner Onboarding Team LeadHCS Affiliates Group · Nairobi
• Technical Support Representative | TP KenyaTeleperformance Kenya · Nairobi
• Junior Customer Success RepresentativeHomeBiogas · Kiambu
• Customer Experience & Reservations CoordinatorSalix Data · Nairobi