Head, Customer Experience

Job DescriptionCareer Opportunity: Head of Customer Experience – Ecobank RwandaReports to: Head Operations & TechnologyDepartment: Operations & TechnologyLocation: Kigali, RwandaApplication Deadline: August 4th, 2025, by 6: 00PMOffice Location: Kigali Plot 314, Avenue de la PaixAbout EcobankEcobank is the leading pan-African banking group, operating in 35 African countries, with 4 representative offices outside Africa: Paris, London, Dubai, and Beijing. We are committed to driving financial integration and economic transformation through accessible, innovative, and inclusive banking solutions. In Rwanda, we play an essential role in enabling businesses to grow, trade, and thrive in a rapidly evolving economy.

Our Values – We Live RACE ITOur culture is rooted in a shared set of values that define how we work, lead, and grow together: Respect: We treat others with dignity and listen actively. Accountability: We own our responsibilities and deliver on our promises. Customer Centricity: We put clients at the heart of every decision. Excellence: We strive for high performance and impactful results. Integrity: We do the right thing—always. Teamwork: We believe in collaboration across teams, countries, and cultures. Together, we RACE IT — with courage, purpose, and a shared vision for a stronger Africa. About the opportunity:

Ecobank Rwanda is searching for a dynamic and visionary leader to spearhead its customer experience transformation. As Head of Customer Experience, you will play a strategic role in reshaping how the bank engages with its customers—driving innovation, embedding a customer-first culture, and aligning experience strategies with both Ecobank Group standards and the unique dynamics of the Rwandan market. You will serve as the voice of the customer across key decision-making forums, leading collaborative efforts to enhance every stage of the customer journey.

Beyond strategy, this role offers the opportunity to influence digital service design, ensure compliance with local consumer protection regulations, and cultivate service excellence across all channels—physical and digital. You'll oversee a talented CX team and partner with departments bank-wide to deliver products and services that are as empathetic as they are competitive. If you're passionate about transforming customer engagement and leaving a lasting mark on Rwanda’s financial landscape, this is your moment to lead. Key Responsibilities: Strategy & LeadershipDevelop and implement a customer experience vision and roadmap that reflects both Group standards and Rwanda’s market realities.

Act as the internal ambassador for customer needs in business decision-making forums. Drive initiatives that eliminate friction along the customer journey. Lead affiliate-wide adoption of best-in-class CX practices and mindsetsInsights, Measurement & AnalyticsDesign and deploy satisfaction measurement frameworks (e. g. , NPS, CSAT, CES). Gather feedback through surveys, mystery shopping, and focus groups. Analyze insights to inform strategic improvements across products, services, and operations. Service Quality, Complaints & ComplianceEstablish service level benchmarks across all customer interaction points. Collaborate with internal teams to optimize speed, quality, and ease of service delivery. Oversee complaint handling, ensuring swift resolution, trend monitoring, and systemic fixes.

Ensure compliance with Rwanda’s Consumer Protection Law (Law No. 048/2021) and BNR regulations. Promote transparency, fair treatment, and data privacy awareness through training and process alignment. Digital ExperiencePartner with Digital Banking and IT teams to design seamless digital experiences. Enhance usage and satisfaction of mobile, internet, and self-service platforms. Guarantee omni-channel integration for consistent, hassle-free customer interactions. Team Leadership & CultureBuild and mentor a high-performing CX team. Instill a customer-focused culture across all departments through coaching and recognition. Empower employees to deliver empathetic and exceptional service.

Stakeholder EngagementIntegrate customer needs into product and service design by engaging with Retail, Corporate, Credit, and Operations teams. Represent the bank in regulatory forums and industry CX initiatives. Contribute strategic insight to executive leadership and governance committeesKey relationships: Internal: All departmentsExternal: Government and regulatory authorityAgent partnersGroup levelWho We’re Looking For:

Qualifications & ExperienceDegree level in Management or Social SciencesMasters Is an added advantageBilingual is a plus5+ years relevant experience in Customer Experience management and transformation preferred / Strong track record of implementing plans to achieve business goals with clear and tangible metricsMinimum 2 years’ experience in project management and/or financial services Proven senior management experience and able to work at C-levelProven experience designing and delivering human centred experiencesFluent English/French. Skills & CapabilitiesStrong strategic and tactical leadership skills with the ability to drive business growth and deliver results under pressure.

Proven expertise in people management, relationship building, team development, and effective communication (written and verbal). Deep understanding of qualitative and quantitative research, customer journey mapping, and agile methodologies/ Familiarity with CX leading practices and performance metrics. Project management and change leadership capabilities. Excellent interpersonal and negotiation skills. Experience using data analysis tools like Power BISkilled in project planning tools such as Microsoft ProjectPersonal AttributesResults-oriented, ethical, and client-focused. Adaptable and organized with a proactive mindset. Confident communicator who thrives in collaborative environments. What You’ll GetAn inclusive and growth-driven workplace. Regional exposure and career development opportunities.

Performance-based incentives and a supportive team culture. The chance to make a meaningful contribution to Rwanda’s corporate banking space. To ApplySubmit your application by August 4th, 2025, by 6: 00PM via our career portal. Click here to apply: https: //shorturl. at/ZR8CUDiversity, Equity & Inclusion CommitmentEcobank is committed to providing equal opportunities to all and fostering an inclusive and diverse workplace. To this end, we encourage applications from individuals regardless of their nationality, race, gender, age, social class, religion, beliefs, and disability while fully adhering to the local laws and regulations established where Ecobank operates.

Women are strongly encouraged to apply. We ensure fair treatment and equal opportunity at every step of our recruitment process. Recruitment IntegrityOnly shortlisted candidates will be contacted. Employment is conditional upon successful background checks and verification. All offers of employment are subject to satisfactory references.