Senior Officer – Customer Experience at Equity Bank – October 2026

Job Title: Senior Officer – Customer Experience
Organization: Equity Bank Tanzania Limited (EBTL)
Department: Customer Service
Job Location: Tanzania
Employment Type: Full-Time, Regular
Job Level: Entry Level
Work Schedule: Day Job
Posting Date: 26 October 2026
Application Deadline: Not specified in the provided announcement
Job Category: Banking, Customer Service, Customer Experience and Relationship Management

About Equity Bank Tanzania Limited

Equity Bank Tanzania Limited (EBTL) is part of the Equity Group, a financial services group operating across African markets. The bank provides financial services to individuals, businesses, and institutions.

The Senior Officer – Customer Experience will support the bank’s efforts to improve customer satisfaction, strengthen service delivery, resolve complaints, and identify opportunities to enhance the overall customer journey.

Job Overview

Equity Bank Tanzania Limited is seeking a customer-focused and analytical professional to join its Customer Service function as a Senior Officer – Customer Experience.

The successful candidate will manage customer complaints and escalations, analyse customer feedback, monitor service quality indicators, and coordinate corrective actions to improve service delivery across branches and customer service channels.

The role involves working with branch managers, product teams, and other internal stakeholders to identify recurring customer concerns, investigate root causes, and recommend sustainable improvements.

The successful candidate will also prepare management reports, assess the impact of service improvements, and ensure that customer interactions comply with applicable regulatory requirements, consumer protection standards, and data privacy policies.

Key Duties and Responsibilities

• Handle customer complaints and escalations professionally and promptly, coordinating with branch managers and relevant stakeholders to ensure satisfactory resolution.
• Keep customers informed about the progress and outcomes of their complaints.
• Respond to customer and internal emails and telephone calls promptly, providing accurate information and addressing inquiries and concerns.
• Document, consolidate, and analyse customer feedback from complaints, surveys, service interactions, and other channels.
• Identify customer needs, recurring service problems, and emerging trends.
• Conduct root-cause analysis and recommend sustainable solutions to prevent recurring complaints.
• Monitor service quality indicators, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), complaint trends, and resolution turnaround times.
• Identify service performance gaps and recommend appropriate corrective actions.
• Ensure compliance with regulatory requirements, internal policies, consumer protection standards, data privacy, and confidentiality requirements.
• Prepare management reports and presentations that translate customer complaint trends and findings into practical recommendations and action plans.
• Support assessments of the business impact of customer pain points and service improvements, including customer retention, transaction activity, repeat contacts, and cost to serve.
• Collaborate with internal stakeholders to improve internal service delivery and employee productivity.
• Work with product teams to identify and address gaps in product availability, accessibility, and relevance to customer needs.
• Analyse customer interactions to identify opportunities to improve channel effectiveness, usability, and convenience.
• Support the implementation of improvements across customer service channels.
• Conduct branch and channel service quality assessments to evaluate compliance with service standards and operational processes.
• Track agreed corrective actions, follow up with responsible stakeholders, and assess whether implemented improvements have resolved identified service gaps.

Qualifications and Requirements

1. Education

• A bachelor’s degree from an accredited institution in a relevant field of study is required.

2. Work Experience

• A minimum of three years of relevant work experience is preferred, particularly within the banking industry.

3. Knowledge and Skills

Candidates should demonstrate the following competencies:

• Complaint Management: Strong complaint-handling and service-recovery skills, including escalation management, customer communication, and resolution follow-up.
• Stakeholder Engagement: Ability to coordinate with internal teams and drive corrective actions while maintaining appropriate professional relationships.
• Analytical Skills: Strong data analysis and root-cause investigation skills, including the ability to validate customer and operational data, identify trends, and recommend sustainable improvements.
• Microsoft Excel: Proficiency in Excel for data analysis and the preparation of reports, dashboards, and management presentations.
• Customer Experience Measurement: Understanding of NPS, CSAT, CES, customer surveys, customer journeys, and service standards.
• Communication Skills: Ability to communicate professionally with customers, colleagues, and management.
• Regulatory Compliance: Understanding of consumer protection, data privacy, and confidentiality requirements.
• Problem-Solving: Ability to identify service delivery gaps, recommend corrective actions, and monitor their effectiveness.

Employment Details

Item	Details
Department	Customer Service
Employment Type	Regular, Full-Time
Job Level	Entry Level
Work Schedule	Day Job
Posting Date	26 October 2026
Application Deadline	Not specified

How to Apply

Interested and qualified candidates should submit their applications through the official Equity Bank recruitment portal.

CLICK/TAP HERE TO APPLY:

Applicants should visit the official recruitment page to review the complete application instructions and confirm the current status of the vacancy.

Application Deadline: Not stated in the provided announcement.