Client Experience Analyst at Absa Bank Limited

Client Experience Analyst at Absa Bank Limited – Absa Bank Limited Kenya Job Details

About the Role

Absa Bank Limited is recruiting a Client Experience Analyst for its Corporate and Investment Banking division in Nairobi. This is a full-time position focused on delivering analytics and operational support to ensure corporate clients receive consistent, high-quality service. The role sits within the front office service support function and requires coordination across multiple internal teams to maintain service standards and governance.

The Client Experience Analyst will report to the Client Experience Lead and work across coverage, products, and operations teams. You’ll manage data analytics related to customer onboarding, complaints handling, service standards compliance, and governance reporting. The position involves regular interaction with pan-bank stakeholders and may require flexible working arrangements across different service delivery activities.

Key Responsibilities

• Compile and analyse client experience data and management information (MI) across customer onboarding, complaints management, service standards governance, payment documentation tracking, and excess management activities.
• Monitor and escalate all service issues and queries that remain unresolved beyond agreed timeframes to the Client Experience Lead or designate, ensuring timely closure and client satisfaction.
• Prepare and circulate monthly complaints MI reports to the Corporate and Investment Banking team, identifying emerging service trends and themes to drive improvements in client experience.
• Assess account opening documentation against current policy guidelines; verify compliance of account opening files and mandate change requests, and capture applications and account maintenance records in the system.
• Maintain an active and accurate customer database with quarterly contact information updates; ensure 100% data integrity and availability of Tableau files and processed documentation for stakeholder access.
• Track and report on error rates for returned Know Your Customer (KYC) documentation by relationship manager or corporate management account through monthly MI circulation.
• Conduct monthly sampling of online outward remittance documentation for transactions exceeding USD 10,000 or equivalent currency value, ensuring compliance with excess management reporting rules.
• Participate in coverage huddles, service meetings, and process improvement initiatives to identify operational gaps and champion solutions that enhance service delivery and operational efficiency.

Requirements & Qualifications

• Demonstrated experience in client experience management, operations analytics, or corporate banking support roles.
• Strong proficiency with data analytics, reporting tools, and management information systems; experience with Tableau or similar BI platforms is beneficial.
• Knowledge of banking operations, Know Your Customer (KYC) compliance procedures, and anti-money laundering (AML) requirements.
• Ability to compile, analyse, and present data accurately; attention to detail is essential, particularly when handling customer documentation and compliance records.
• Experience managing complaints handling processes, service level agreements, and customer onboarding workflows.
• Strong communication skills with the ability to liaise effectively across front office, back office, operations, and branch distribution teams.
• Ability to work independently on predefined objectives while adhering to standard operating procedures and service governance frameworks.

What to Expect

• A role within one of Kenya’s leading banking institutions, focused on corporate and investment banking service delivery across Africa.
• Responsibility for managing critical client experience governance activities with direct impact on corporate client satisfaction and internal team performance.
• Collaborative working environment requiring coordination with multiple stakeholder groups and participation in service improvement initiatives.
• This Client Experience Analyst at Absa Bank Limited position in Nairobi is open to qualified candidates. Click Apply below to submit your application.