Head Customer Experience

• PositionHead Customer Experience
• CompanyHousing Finance Bank Limited
• LocationKampala, Uganda
• CategoryBanking, Customer service, Management Jobs in Uganda
• IndustryBanking and financial services
• DepartmentCustomer Experience
• DeadlineTuesday, 17 November 2026, 5:00 PM
• Not in the advertJob type, pay and benefits

Housing Finance Bank Limited is a Ugandan commercial bank offering personal and business banking services. Its product range includes accounts, loans, home finance, trade finance and digital banking channels.

The bank states its vision is to be the preferred consumer and business bank with a focus on housing finance, and its head office is at Investment House, Wampewo Avenue, Kololo.

The Head Customer Experience provides strategic leadership for the bank's customer experience, driving service excellence across branches, the Contact Centre, the mobile app, USSD, internet and agency banking. The role owns Bank-wide service standards and the SLA framework, runs semi-annual internal service surveys, ensures complaints are resolved within SLAs and Bank of Uganda timelines, and protects customer data under the Data Protection and Privacy Act, 2019.

Sitting at job grade HFB 7B in the Customer Experience department, the head reports to the COO and leads the Customer Experience Manager and supervisors for the Contact Centre, branch quality assurance and internal service quality. The post works with EXCO, heads of department, Bank of Uganda, consultants and CRM vendors, and manages the department's OPEX and CAPEX budgets.

In plain terms, this job splits into 5 areas of work. Each list below restates the employer’s duties in shorter words; the advert linked under How To Apply is the final word.

Customer experience strategy

The head aligns the bank-wide service approach with corporate priorities and drives a consistent, connected customer experience.

• Develop and review the Bank customer-experience strategy in line with corporate direction.
• Promote a customer-focused service culture throughout the Bank.
• Work with Digital Banking and IT to link customer journeys across branch, Contact Centre, mobile, USSD, web and agency channels.
• Set service standards and require teams to close identified gaps.
• Own SLA oversight, track performance, escalate breaches and drive corrective action.

Listening and service recovery

The role gathers customer and staff feedback, resolves complaints within required timelines and addresses recurring causes.

• Direct twice-yearly internal surveys measuring the Internal Service Index and act on findings.
• Oversee complaint handling from intake through resolution, meeting SLAs and regulatory deadlines.
• Analyse complaint patterns and work with business units on root causes.
• File timely, accurate complaints information required by Bank of Uganda consumer protection rules.
• Promote fair sales and treatment of customers, including those needing extra support.

Compliance and customer insight

The head protects customer information, closes audit issues and uses journey research and benchmarking to improve service.

• Safeguard customer information and recorded calls under Data Protection and Privacy Act, 2019.
• Close customer-experience audit and compliance findings by agreed deadlines.
• Establish a Voice of the Customer programme and map customer journeys.
• Commission annual external satisfaction surveys and follow up service gaps.
• Compare industry and competitor practice and translate insights into service changes.

Contact Centre and service design

The position directs Contact Centre sales and service, quality monitoring, continuity planning and process improvement.

• Direct Contact Centre sales and service delivery against agreed targets.
• Maintain quality checks for customer interactions.
• Keep Contact Centre continuity arrangements resilient and periodically tested.
• Simplify and automate customer-experience processes.
• Partner with People and Culture to build service skills throughout the Bank.

Team, reporting and budgets

The head develops the customer-experience team, reports performance to executives and manages operating and capital budgets.

• Set goals for the Customer Experience team, develop staff and assess their performance.
• Brief the COO and EXCO on customer experience each week and month.
• Manage departmental OPEX and CAPEX within the Delegation of Authority.
• Complete other reasonable duties assigned.

Required Education

• Bachelor's degree in Business Administration, Marketing, Social Sciences or a related field.
• A Master's degree in Business Administration, Marketing, Customer Experience Management or a related field is an added advantage.
• Professional certification such as CCXP, COPC contact centre certification or a banking qualification is an added advantage.

Work Experience

• Not stated in the advert. Check the official job description PDF.

Additional Requirements

• Key performance indicators include NPS, CSAT, complaints resolved within SLA, first-contact resolution, Internal Service Index, Contact Centre sales targets and timely regulatory returns.
• Only shortlisted candidates will be contacted; canvassing leads to disqualification.

Technical Skills

• CX analytics and CRM: Proficiency in customer experience analytics and CRM tools.
• Regulatory knowledge: Sound knowledge of consumer protection and data protection requirements.
• Executive reporting: High-quality executive report writing and presentation skills.

Soft Skills

• Leadership and change: Strong strategic leadership, team management and proven change management.
• Stakeholder management: Excellent communication, influencing and negotiation skills.
• Judgement: Strong analytical, problem-solving and decision-making skills.
• Integrity: Puts customers first and adheres to policies and regulations.

Pay and benefits are not listed for this Head Customer Experience post, so raise them only after an offer. To judge an offer, check a gross figure with the Uganda take-home pay calculator (PAYE and NSSF) and compare it with our guide to bank pay and requirements.

• Own customer experience strategy for a commercial bank.
• Lead the Contact Centre and quality assurance teams.
• Report directly to the COO and present to EXCO.
• Shape omnichannel service across app, USSD, agency and branches.
• Run the Voice of the Customer and NPS programme.
• Manage your own departmental budget.

Submit your application through the Housing Finance Bank application form with an application letter, CV and academic documents scanned in one batch (maximum 10 MB), plus daytime telephone, postal and email address and three referees. Do not hand-deliver. Apply by Tuesday, 17 November 2026 at 5:00 PM.

• Checked on 12 November 2026 against Housing Finance Bank Limited's official advert.
• Closing date confirmed as 17 November 2026. NextRoleHub closes the listing at 23:59 Kampala time that day.
• The application link goes to the employer's own page or email. Applying is free; report anyone who asks for money.
• Before you apply, read our guide: Bank jobs in Uganda: salaries and how to get hired. Work out your pay with the take-home pay calculator.