Customer Experience Officer at CIC Insurance

  • Full Time
  • Nairobi

CIC Insurance

Customer Experience Officer Purpose

To deliver comprehensive customer service across all lines of business for all CIC subsidiaries.

Primary Responsibilities:

  • Lead the planning, execution, and supervision of the CRM implementation project.
  • Collaborate with cross-functional teams to gather requirements and ensure alignment with organizational needs.
  • Develop and conduct training programs to promote user adoption and satisfaction.
  • Handle inbound communication from CIC stakeholders through email and phone calls, responding promptly in accordance with the call center contact strategy.
  • Initiate outbound communication with CIC stakeholders and gather referrals for distribution.
  • Perform monthly customer callouts for all lines of business.
  • Collect and analyze customer feedback at the group level and document it as needed.
  • Efficiently address and resolve customer complaints.
  • Provide customers with information about products and services.
  • Update customer information as required.
  • Identify and escalate high-priority issues.
  • Document all call information following standard operating procedures and generate reports.
  • Respond to inquiries on social media within established timeframes.
  • Conduct staff training on customer service-related topics.

Academic and Professional Requirements


  • Bachelor’s Degree in Communication and Public Relations.
  • Proficiency in MS Office and other office applications.
  • Customer Experience Specialist (CXS) Certification.

Experience Required:

  • Minimum of 2 years of relevant experience.

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