Customer Experience Advisor – Executive Office

• PositionCustomer Experience Advisor – Executive Office
• Companydfcu Bank
• LocationKampala, Uganda
• Job TypeFull-Time
• CategoryAdministration Jobs in Uganda
• IndustryBanking & Financial Services
• Reports ToExecutive Assistant to the CEO
• Experience3–5 Years
• Vacancies1
• DeadlineWednesday, 30th September 2026

dfcu Bank is part of dfcu Group, one of Uganda’s most established financial services firms. Founded in 1964 as the Development Finance Company of Uganda by the Commonwealth Development Corporation (CDC), the Government of Uganda through the Uganda Development Corporation (UDC), DEG of Germany, and the International Finance Corporation (IFC), the bank was created to finance long-term development projects. Over 62 years later, dfcu offers a comprehensive suite of personal, business, and corporate banking products and services across Uganda.

The Customer Experience Advisor is the professional face of dfcu Bank’s Executive Office. You will be the first person that Board members, regulators, government officials, senior clients, and other high-profile stakeholders encounter when they engage with the MD and Executive Directors. Every interaction, from a phone call to a boardroom setup, must reflect the highest standards of professionalism, discretion, and responsiveness.

Reporting to the Executive Assistant to the CEO, your day-to-day work spans meeting coordination, correspondence management, visitor reception, facilities oversight, and communications routing. You will handle sensitive regulatory correspondence, manage competing priorities across ExCo diaries, prepare executive meeting rooms, and maintain confidential records. This is not a standard reception role: it requires someone who can operate calmly under pressure, exercise sound judgment on access and escalation, and deliver a seamless experience at the most senior level of the bank.

Front-Office and Visitor Management

• Serve as the first point of contact and professional face of the Executive Office, providing a warm, courteous, efficient, and professional experience to visitors, clients, regulators, Board members, executives, employees, and other stakeholders.
• Manage inquiries, visitor access, reception, and appropriate direction of individuals seeking access to the Executive Office and wider floor.
• Coordinate and manage visits to the Executive Office, including senior government officials, regulators, Board members, customers, business partners, senior executives, and other high-profile stakeholders, ensuring appropriate reception, access, guidance, and overall stakeholder experience.

Scheduling and Meeting Coordination

• Effectively coordinate meetings, appointments, visitors, and competing priorities within the Executive Office, ensuring effective scheduling, timely preparation, and responsiveness to the needs of the CEO, ExCo members, employees, and clients.
• Prepare meeting rooms and coordinate logistical requirements for executive meetings, staff engagements, and other executive events, including room bookings, seating, refreshments, presentation materials, visitor access, and other requirements.
• Support the planning and coordination of executive briefings, leadership meetings, staff engagements, and other key executive events in collaboration with the Executive Assistant and relevant Bank departments.

Communications and Correspondence

• Receive, screen, record, and appropriately route telephone calls, emails, messages, and other communications on behalf of the Executive Office, ensuring that information is communicated accurately, promptly, professionally, and in line with the Bank’s communication procedures.
• Receive, acknowledge, register, route, and dispatch correspondence addressed to the MD and Executive Directors, including sensitive and regulatory communications, ensuring timely handling, appropriate confidentiality, accurate records, and adherence to the Bank’s document management and escalation procedures.

Records, Facilities, and Compliance

• Maintain accurate and confidential records of executive correspondence, visitors, meetings, messages, deliveries, and other front-office activities. Track outstanding requests and correspondence where required and ensure timely follow-up or escalation to the appropriate office or function.
• Oversee the day-to-day readiness, appearance, functionality, safety, and professional presentation of the Executive Office, meeting rooms, reception area, and related facilities, promptly escalating and following up on maintenance, security, housekeeping, and other facility-related issues.
• Maintain the highest standards of confidentiality, discretion, professionalism, and integrity when handling executive information and interactions. Ensure compliance with Bank policies and established protocols relating to visitor access, information security, confidentiality, records management, and executive-office etiquette, escalating sensitive or unusual matters appropriately.

Required Education

• Bachelor’s degree in any relevant field.

Work Experience

• Minimum three to five (3–5) years of relevant experience in executive administration, front-office management, executive support, corporate reception, or a similar role.
• Experience within a banking or financial services environment is preferred.
• Demonstrated experience supporting senior executives, managing executive-office activities, coordinating meetings, handling executive correspondence, and engaging with senior internal and external stakeholders.

Additional Requirements

• Good understanding of corporate office practices and, preferably, knowledge of banking or financial services operations, including regulatory compliance, confidentiality, and professional protocols.
• Practical knowledge and experience in managing confidential correspondence, document dispatch and receipt, records, registers, tracking systems, and administrative controls.
• Proficiency in Microsoft Office applications, electronic calendar and meeting management systems, document management systems, email, and other standard office technology.

Technical Skills

• Executive Administration: Proven ability to manage front-office operations, executive calendars, meeting logistics, and correspondence routing at C-suite level.
• Document and Records Management: Experience maintaining confidential registers, tracking systems, and administrative controls for executive correspondence, visitors, and deliveries.
• Microsoft Office & Office Technology: Proficiency in Word, Excel, PowerPoint, Outlook, electronic calendar systems, and document management platforms.
• Facilities Coordination: Ability to oversee the readiness and presentation of executive meeting rooms, reception areas, and office facilities.

Soft Skills

• Communication: Excellent verbal and written communication skills, with the ability to interact professionally and confidently with executives, Board members, regulators, government officials, clients, and employees.
• Discretion & Confidentiality: Demonstrated ability to handle sensitive executive information with the highest level of integrity, sound judgment, and professionalism.
• Organisation & Time Management: Strong ability to manage competing priorities, coordinate multiple activities simultaneously, meet deadlines, and maintain attention to detail in a fast-paced executive environment.
• Customer Service Orientation: High level of personal presentation, courtesy, responsiveness, and professionalism, with the ability to remain calm, composed, and solution-oriented in demanding or sensitive situations.
• Stakeholder Management: Confidence and poise when engaging with high-profile visitors including senior government officials, regulators, and international business partners.

dfcu Bank offers a competitive compensation package in line with its HR Policies and Procedures Manual. As part of the Executive Office team, you will work in the bank’s Kampala headquarters alongside the most senior leadership, gaining unmatched exposure to board-level governance, regulatory engagement, and strategic decision-making. dfcu’s commitment to talent development, digital innovation, and customer experience excellence means you will benefit from a professional environment that values growth and high performance.

• Work at the highest level of one of Uganda’s most established banks (62 years), directly supporting the MD, Executive Directors, and ExCo.
• Gain daily exposure to Board members, regulators (Bank of Uganda), government officials, and international business partners, building a professional network that few roles in banking can match.
• This is a customer experience role, not a traditional admin job: dfcu has elevated it to reflect the bank’s strategic focus on stakeholder experience at every touchpoint.
• Operate from dfcu’s Kampala headquarters, the nerve centre of a bank with UGX 3.9 trillion in assets and a digital-first transformation underway.
• Develop executive-office expertise (correspondence management, meeting coordination, regulatory protocol) that translates directly into career advancement in corporate affairs, governance, or executive leadership support.
• Join a bank that invests in its people: structured career development, a “Fired-Up” culture, and a leadership team that champions innovation and inclusion.
• Be part of the team that shapes how every senior stakeholder experiences dfcu Bank, a role with real influence on the bank’s reputation.

Interested candidates who meet the requirements should apply online through the dfcu Bank careers portal before the deadline of Wednesday, 30th September 2026. Visit careers.dfcugroup.com, then click on “Career Opportunities” to get started. dfcu recommends using Google Chrome for the best experience.

Only shortlisted candidates will be contacted. All recruitment terms and conditions as stated in dfcu Bank’s HR Policies and Procedures Manual shall apply. NextRoleHub never charges for job applications. If anyone asks for payment, report them immediately.

• Lead your cover letter with your experience supporting C-suite executives. dfcu wants someone who has managed an executive office, not just worked in general administration.
• If you have banking or financial services experience, make it prominent. The advert specifically prefers candidates who understand regulatory compliance, confidentiality protocols, and corporate banking operations.
• Give concrete examples of high-profile visitor or stakeholder management: mention the calibre of people you have received and coordinated access for (Board members, regulators, government officials).
• Highlight your approach to confidentiality: describe how you have handled sensitive correspondence, managed information access, or navigated a situation requiring discretion and sound judgment.
• Demonstrate your organisational skills with a specific example of coordinating a complex executive meeting or event with multiple moving parts (room setup, materials, refreshments, visitor access).
• Mention your proficiency with calendar management systems, document tracking tools, and Microsoft Office, as this role is heavily tool-dependent.
• Present yourself as the role demands: your CV and cover letter should be impeccably formatted, error-free, and professionally written, because that is exactly the standard the Executive Office operates at.