Applications Specialist - Customer Experience Systems

CareerLink Africa is partnering with KCB Bank Kenya to find a skilled Applications Specialist who will oversee the bank's Customer Experience (CX) platforms. Based in Nairobi, this role sits at the intersection of technology and banking, focusing on Dynamics CRM and related insight tools. The position offers a chance to contribute to a leading financial institution that operates across East Africa.

Why Join CareerLink Africa

Joining this opportunity means becoming part of a forward‑thinking bank that values digital transformation and customer‑centric innovation. You will work within a collaborative environment that encourages continuous learning and exposure to cutting‑edge CX technologies. Moreover, the role is advertised on Africa's premier job platform, giving you visibility across a network of top employers and industry peers.

What You'll Do

In this capacity you will be responsible for the end‑to‑end management of KCB's CX ecosystem.

• Administer the backend of Dynamics CRM, ensuring both Customer Service and Sales modules run smoothly.
• Oversee licensing, monitor system uptime, generate performance reports, and maintain workflow automations.
• Liaise with external vendors to resolve escalations, coordinate upgrades, and conduct regular health‑check reviews.
• Plan, design, and budget for enhancements or new functional requirements within the CX suite.
• Apply security and assurance standards to all system activities, guaranteeing compliance with corporate policies.
• Continuously tune performance, manage resource allocation, and implement upgrades as needed.
• Document configuration settings, licensing details, data mappings, and process flows to support governance and audit trails.
• Organise and execute disaster‑recovery testing exercises to validate business continuity plans.
• Schedule monthly service review meetings with vendors to assess delivery, address issues, and align on future roadmaps.

What We're Looking For

The ideal candidate will combine technical expertise with strong stakeholder management skills.

• A bachelor’s degree in Information Technology, Computer Science, or a closely related field.
• At least three years of hands‑on experience administering Dynamics CRM or comparable CX platforms.
• Professional certifications such as MOUS, MCP, MCSE, MCITP, MCTS, or Dynamics 365 to demonstrate deep platform knowledge.
• Proven ability to manage vendor relationships, negotiate service level agreements, and drive issue resolution.
• Solid understanding of security best practices, performance tuning, and disaster‑recovery planning.
• Excellent communication skills, both written and verbal, to produce clear documentation and lead review meetings.

If you meet the above criteria and are eager to shape the digital customer journey for a regional banking leader, submit your application through CareerLink Africa today.