Senior Customer Experience Officer, Digital and Creative Services

How to Apply: Submit your application letter, CV, copies of academic and professional certificates, copy of ID or Passport, and relevant testimonials quoting the Title and Reference Number 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. Send soft copies to scxdcs@helb.co.ke on or before Tuesday 1st September 2026.

Show Your Creative Leadership in the Application

This role is about leading a creative team and shaping HELB's visual identity. Your application must demonstrate that you can both create and manage, with a track record of turning business goals into compelling communication.

1. Lead with a portfolio: Include a link to your portfolio or samples of branding and creative work. Show how your designs solved a business problem or increased engagement.

2. Quantify your supervision: When describing your experience managing a creative team, mention the size of the team, the number of projects you oversaw, and any efficiency gains you achieved.

3. Align with the public sector: Highlight any experience working with government or public institutions, and your understanding of their communication needs and compliance requirements.

4. Show your strategic side: This role involves integrating insights into communication strategy. Give an example of how you used data from social media or other channels to adjust a campaign.

5. Emphasize your workflow improvements: The job mentions recommending changes to workflows. Describe a time you streamlined a process, cut costs, or improved turnaround times.

6. Prepare for the interview: Expect questions about your creative process, how you handle feedback, and how you ensure brand consistency. Practice explaining your decisions with clear rationale.

7. Check your professional membership: Ensure your membership in a relevant professional body is current and in good standing, and have the certificate ready.

8. Follow the application instructions precisely: Use the exact subject line and reference number, and submit all required documents. Missing items could disqualify you.