Job Vacancies at Equity Bank Tanzania October 2026 offer an opportunity for qualified professionals to apply for the position of Senior Officer – Customer Experience. Equity Bank Tanzania Limited is seeking a candidate with a relevant bachelor’s degree, strong customer service skills, complaint management experience, analytical abilities, and a good understanding of banking operations. Applicants with relevant experience in customer experience, service quality, and customer relationship management are encouraged to review the requirements and apply through the official recruitment link.
Position: Senior Officer – Customer Experience
Description
Main Duties and Responsibilities
• Handle customer complaints and escalations professionally and promptly, coordinating with branch
managers and relevant stakeholders to ensure satisfactory resolution and keeping customers
informed of progress and outcomes.
• Respond to customer and internal emails and calls promptly and professionally, providing accurate
information and addressing inquiries and concerns.
• Document, consolidate and analyse customer feedback from complaints, surveys, service
interactions and other channels to identify customer needs, trends and recurring pain points; conduct
root-cause analysis and recommend sustainable solutions to prevent recurrence.
• Monitor service quality metrics, including NPS, CSAT, CES, complaint trends and resolution
turnaround times, highlighting performance gaps and recommending corrective actions.
• Adhere to applicable regulatory requirements, internal policies and standards relating to consumer
protection, data privacy, confidentiality and customer interactions.
• Prepare management reports and presentations that translate complaint trends and findings into
practical recommendations, priorities and actions.
• Support the assessment of the business impact of customer pain points and service improvements,
including effects on customer retention, transaction activity, repeat contacts and cost to serve.
• Collaborate with internal stakeholders to identify and implement improvements that strengthen
internal service delivery and employee productivity.
• Work closely with product teams to identify and address gaps in product availability, accessibility
and relevance to customer needs and preferences.
• Analyse customer interactions to identify opportunities to improve channel effectiveness, usability
and convenience, and support the implementation of channel improvements.
• Conduct branch and channel service quality assessments to evaluate adherence to service
standards and operational processes, identify gaps and recommend improvements.
• Track agreed corrective and improvement actions, follow up with relevant stakeholders and assess
whether implemented changes have addressed the identified service gap
Qualifications
KNOWLEDGE, SKILLS AND EXPERIENCE
Education: Bachelor’s Degree from an accredited institution in any related field of study required. Work
Experience: A minimum of 3 years of relevant work experience preferred in the banking industry.
Knowledge and Skills
• Strong complaint management and service recovery skills, including effective escalation, customer communication and resolution follow-up.
• Strong stakeholder engagement and coordination skills to drive corrective actions, while maintaining consumer protection, data privacy and confidentiality standards.
• Strong analytical and root-cause analysis skills, with the ability to consolidate and validate customer and operational data, identify trends and recommend sustainable improvements.
• Proficiency in Excel for data analysis and the ability to present findings through clear reports, dashboards and management presentations.
• Understanding of customer experience measurement, including NPS, CSAT, CES, customer surveys, customer journeys and service standards
