Principal Customer Experience Officer, Digital and Creative Services at Higher Education Loans Board (HELB)

Job Description

Job Profile

The job holder will be responsible for formulating artistic concepts, designing business branding material, managing events, tracking productivity, developing and reviewing rest schedules from all editorial and creative products.

Job Specification

The duties and responsibilities of the officer will entail:

• Formulating artistic concepts and ideation that align with business needs.
• Designing business branding materials for product & services awareness creation
• Leading the teams in executing 360 campaigns, day to day brand management, media relations, events management, public relations, and business advisory services.
• Managing the creative team, tracking productivity, and liaising with support business functions for resources and equipment.
• Developing, reviewing, and enforcing approvals, signoffs, and risk schedule from all editorials and creative products
• Tracking insights from multi-channel platforms and integrating the same into organization communication strategy.
• Reviewing and assisting in developing business service delivery proposals
• Engaging with management teams to determine creative & design needs.
• Engaging with various business units, internal clients and external stakeholders to establish better creative ideas for continuous business process improvement.
• Facilitating creative and design project kick-offs
• Overseeing daily tasks tied to creative production.
• Troubleshooting issues that could slow down the creative process.
• Recommending changes to workflows to improve efficiency and cut operational costs

Person Specifications

Minimum Requirements for appointment to the position are:

• Served for a cumulative period of nine (9) years relevant work experience three (3) of which must have been in the grade of Senior Corporate Communication Officer or in a comparable position;
• Bachelor’s degree in Public Relations, Communication, Journalism, Marketing, International relations or equivalent qualifications from a recognized institution;
• Management course lasting not less than four (4) weeks in a recognized institution;
• Membership to a relevant professional body and in good standing where applicable;
• Certificate in Computer Applications; and
• Shown merit and ability as reflected in work performance and results

The Officer shall be engaged on contract of up to three (3) years renewable subject to performance and retirement age

Qualified and interested applicants who meet the above requirements are required to submit their job application letters, curriculum vitae, copies of academic and professional certificates, copy of Identity Card or Passport and relevant testimonials quoting the Title and Reference Number of the position on the cover letter and envelope on or before Tuesday 1st September 2026 addressed to:

The Chief Executive Officer

Higher Education Loans Board

Anniversary Towers, 19th Floor

P.O. Box 69489 – 00400

NAIROBI, KENYA

Application Email: pcxdcs@helb.co.ke