Principal Customer Experience Officer, Digital and Creative Services

How to Apply: Submit your job application letter, 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. Address to: The Chief Executive Officer, Higher Education Loans Board, Anniversary Towers, 19th Floor, P.O. Box 69489 - 00400, NAIROBI, KENYA. Soft copies to be sent to pcxdcs@helb.co.ke. Applicants who previously submitted applications are encouraged to reapply. Successful candidates will be required to present their Valid Chapter Six Requirements.

Show Your Creative Leadership and 360-Campaign Chops

This role sits at the intersection of creative vision, brand stewardship, and operational discipline. The panel will be looking for someone who can both dream up bold concepts and run the production machinery that turns them into reality.

1. Lead with your portfolio: Your CV should link directly to a digital portfolio or case studies. Show campaigns you led end-to-end, from concept to execution, with measurable outcomes. For each, note your specific role, the team size, and the business impact.

2. Prove your 360-campaign experience: Be ready to walk through a full-funnel campaign you managed. Explain how you aligned creative, media, PR, and events to hit a single objective. Quantify reach, engagement, or conversion where possible.

3. Show your brand guardian side: Hiring managers want to know you can protect and grow a brand. Give examples of how you enforced brand guidelines, managed approvals, and kept messaging consistent across channels.

4. Demonstrate people management: You'll be leading a creative team. Prepare stories about how you've motivated creatives, resolved conflicts, and kept projects on schedule. Mention how you track productivity without stifling creativity.

5. Get ready for the 'workflow efficiency' question: They want to cut costs and improve efficiency. Think of a time you streamlined a creative process, introduced a new tool, or renegotiated vendor contracts. Show the savings or time gained.

6. Know the public sector context: This is a government agency. Expect questions about working within public service regulations, stakeholder management, and handling sensitive communications. Show you understand the balance between public accountability and creative innovation.

7. Prepare for the 'Chapter Six' requirement: This is a standard for Kenyan public service roles. Have your clearance certificates ready (KRA, HELB, EACC, CRB, and DCI). Mentioning you're prepared shows you're serious and organized.

8. Tailor your application to the specific requirements: The posting asks for a Bachelor's degree in specific fields, a management course, and a computer applications certificate. Make sure your CV clearly highlights these. Also, note the nine-year experience requirement and the three years at senior level—draw these out explicitly.