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About Savannah Informatics.

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Savannah Informatics is a Kenyan e-Health software company founded by clinicians and finance specialists to deliver interoperable, connected solutions for healthcare facilities, organizations, and regions.

 

Our vision is to enable a better healthcare future for Kenya through the pioneering use of information technology and knowledge creation. Our work epitomizes the future we foresee in the East African health sector: efficiency, higher value, better quality, and outcomes for patients and other consumers of health. 

Our customers partner with Savannah to deliver challenging projects, thus believing in the capabilities of our employees. 

 

The Savannah team is made up of medical doctors, project managers, and software engineers who have a common aspiration of transforming the region’s health care. 

If you share in our motivation, vision, and aspirations, check out the careers page of our corporate website.

 

Job Description

​We are seeking a Customer Experience (CEX) Manager to lead our CEX team in enhancing customer satisfaction, reducing churn, and driving retention.

 

In this role, you will be responsible for mapping the customer journey, managing a high-performing team, and implementing strategic initiatives that align with business objectives.

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As a key leader, you will bring clarity and accountability to the CEX strategy, ensuring its direct impact on business growth. You will build strong relationships, advocate for customer-centric initiatives, and drive operational excellence.

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Key Responsibilities:

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• Leadership & Team Management

  • Lead and develop the customer experience team, ensuring optimal workload distribution and staffing.

  • Provide coaching and mentorship to enhance team capabilities and foster career growth.

  • Implement leadership and training programs to build a customer-focused culture.

  • Act as the bridge between management and the CEX team, ensuring alignment with company goals.

  • Drive succession planning by developing skilled employees who can advance within the organization.

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• Customer Experience Strategy & Retention

  • Develop and execute CEX strategies to improve customer satisfaction, reduce churn, and increase retention.

  • Map the customer journeys and proactively identify opportunities for improvement.

  • Build strong relationships with key accounts and customers to drive engagement and loyalty.

  • Collect, analyze and interpret customer data to inform strategic choices and improve customer experiences using data-driven customer insights.

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• Operational Excellence & Process Improvement

  • Assess and optimize team workflows for efficiency and effectiveness.

  • Automate processes and personalized interactions such as chatbots & self-service solutions to enhance one-on-one customer engagement through the entire customer lifecycle 

  • Promote a culture of continuous improvement in customer experience processes.

  • Report on key performance metrics to track progress and refine strategies.

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• Strategic Collaboration & Influence

  • Align cross-functional teams with CEX vision and goals, ensuring a unified approach to customer experience.

  • Partner with multiple stakeholders across Technical Support, Engineering, Product, and Account teams.

  • Be an advocate for customer-focused initiatives at all levels of the company, including executive leadership.

  • Report customer insights through, data visualization and storytelling to drive change and inspire action using customer insights

 

Skills & Qualifications:

• Knowledge

  • A Bachelor's Degree in a relevant field, such as Business and IT, Science, Economics, Statistics, or a related discipline.

  • 3-5 years of experience in Customer Experience Management, a background in growth, strategy, or project management roles would be an added advantage.

  • Advanced technical knowledge of CEX systems and tools; and experience with systems in the Healthcare industry will be an added advantage.

  • Deep understanding of strategic leadership principles and frameworks for aligning teams with business objectives.

  • Knowledge of workload assessment, staffing optimization, and high-performance team management principles.

  • Experience in mapping the customer journey and driving interventions.

  • Knowledge of industry trends to anticipate customer needs and business opportunities.

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• Skills

  • Customer-centric mindset with a deep understanding of needs, retention strategies, and proactive engagement.

  • Proficiency in analyzing customer data (e.g., NPS, CSAT, churn rates) to identify trends and make informed decisions.

  • Leading, coaching, and mentoring teams to deliver exceptional customer service and achieve business goals.

  • Ability to influence and collaborate with stakeholders at all levels to align CEX initiatives with organizational objectives.

  • Able to handle customer issues and internal conflicts with effective, timely, and empathetic solutions.

  • Ability to design and optimize end-to-end customer journeys to enhance satisfaction and loyalty.

  • Strong verbal and written communication skills to convey customer insights and CEX strategies to stakeholders.

  • Effectively managing and aligning teams at all levels, from frontline employees to senior leadership, to drive customer experience initiatives and achieve organizational goals.

  • Proficient in CEX tools and technology, using innovation to enhance customer interactions and experiences.

  • Ability to think creatively, stay ahead of industry trends, and adapt quickly to changing customer needs and market conditions.

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Are You the One We’re Looking For?

As a CEX Manager, you will play a pivotal role in shaping the future of customer experience. Your leadership will directly impact our business growth, customer satisfaction, and operational excellence. If you're a strategic thinker, a customer advocate, and a results-driven leader, we want to hear from you!

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The ideal candidate has:

• Strong leadership and problem-solving skills in customer experience.

• A customer-centric mindset with expertise in retention and engagement.

• The ability to work independently while collaborating across teams.

• Excellent communication skills to influence stakeholders.

• A passion for innovation and technology in CEX systems.

• A data-driven approach to improve customer interactions.

• A leader who inspires change and champions a customer-focused culture

 

Why Join Us?​ 

We embrace an informal but fast-paced work environment that values openness, rapid feedback, and the contributions of every team member, regardless of rank. If you value innovation, collaboration and creating impact in the Healthcare sector, Savannah Informatics is the right place for you.

 

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Benefits 

• Great mission and company culture 

• Impact work across the Healthcare sector 

• Growth Opportunities 

• Market Competitive Salary 

• Health and Medical benefits package

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Savannah Informatics does not discriminate on the basis of race, age, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity, or expression. Savannah is committed to providing a safe and productive learning and living community. To achieve that goal, we may conduct background investigations for all final candidates being considered for employment. Background checks may include but are not limited to, criminal history, national sex offender search, and motor vehicle history.

 

We thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.