Central Bank of Kenya Head, Client Experience (Deputy Director) Jobs


Central Bank of Kenya Head, Client Experience (Deputy Director) Jobs;The Deputy Director will provide strategic leadership and oversight of the Institute’s client experience, hospitality, and conferencing operations. The role ensures seamless delivery of high‑quality client interactions, events, accommodation, and hospitality services aligned with CBK’s standards of excellence. The position drives service innovation, operational efficiency, and stakeholder satisfaction through effective people, process, and partner management.

Key Duties & Responsibilities

Strategic Responsibilities

  • Develop and implement the overall Client Experience Strategy in line with CBK’s service charter and strategic plan.

  • Provide strategic leadership to Conferences & Events and Hospitality Services units.

  • Strengthen relationships with key clients, partners, and stakeholders.

  • Champion continuous improvement, digitization, and technology adoption.

  • Oversee client feedback systems and translate insights into service improvements.

  • Ensure adherence to regulatory standards, procurement policies, and governance requirements.

  • Oversee budgeting, revenue generation, and cost optimization.

  • Build and mentor a high‑performing, client‑focused team.

    Technical & Operational Responsibilities

  • Oversee end‑to‑end coordination of conferences, workshops, and events.

  • Manage outsourced hospitality and support operations (cleaning, catering, laundry, accommodation).

  • Conduct inspections and quality audits to ensure compliance with health and safety standards.

  • Monitor client satisfaction metrics and implement corrective actions.

  • Oversee hospitality management systems and digital tools for efficiency.

  • Plan and manage budgets for client experience operations.

  • Prepare operational, financial, and
    performance reports.

  • Lead incident response for client complaints, service disruptions, or emergencies.

    Other Responsibilities

  • Negotiate, sign off, monitor, and report on SLAs, work plans, and budgets.

    Qualifications

  • Bachelor’s degree in Hospitality Management, Business Administration, Events Management, or related field.

  • Master’s degree in Business Administration, Management, or related discipline (advantage).

  • Professional certifications in Customer Experience, Hospitality, or Project Management (advantage).

    Work Experience

  • Minimum of 12 years’ experience in Hospitality, Events, or Client Service Operations.

  • At least 5 years in a senior leadership role.

    How to apply

    For more information and job application details, see; Central Bank of Kenya Head, Client Experience (Deputy Director) Jobs

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