Banking and financial services recruitment professional with experience placing candidates across Kenya’s commercial banking sector | Last updated: April 2026

National Bank of Kenya (NBK), a subsidiary of Access Bank PLC, is actively recruiting across five departments this April 2026. Deadlines are staggered — one closes 17 April and four close 22 April — so you need to move on this quickly.

These National Bank Kenya jobs 2026 cover credit policy, customer experience design, contact centre leadership, and frontline customer consulting — a broad mix that makes this one of the more significant banking recruitment rounds of the year.

1. Manager, Credit Policy & Compliance at National Bank Kenya

Location | Deadline | Contract Type

Location: Nairobi, Kenya | Deadline: 17 April 2026 | Ref: NBK/CRED/04/2026

This deadline is the most urgent — it closes Thursday 17 April 2026.

This position is responsible for providing expert input, high-calibre support and oversight to the successful development, review, and implementation of Credit policies, Environmental and Social Management System (ESMS) policy and procedures — ensuring that the Bank maintains a sound loan portfolio with respect to compliance with regulatory requirements, Bank lending policies and procedures, risk appetite and best practices.

Key responsibilities include:

• Reviewing, developing, and implementing credit policies and strategies to ensure a sound loan portfolio with respect to state laws and regulations
• Developing working relationships with business unit team leaders to highlight key credit issues and helping to provide executive solutions to improve asset quality, risk management and problem debt identification
• Reviewing and implementing the ESMS policy and procedures by integrating them in the bank’s internal credit process and ensuring Environmental and Social Due Diligence is undertaken for investment projects
• Identifying gaps and coordinating implementation of comprehensive credit training, operational risk, and compliance programmes in consultation with HR and the Risk Division

Qualifications required:

• Bachelor’s degree in Finance, Accounting, Commerce or a business-related field from a recognised university. Professional qualifications in Credit Management. Professional certification in AKIB/CIB, CPA(K), or ACCA is an added advantage. Master’s degree in a business-related field is an added advantage. 5 years’ experience in banking, 3 of which must have been in a Credit function at management level. My 
• Knowledge of National Bank lending policy and CBK Prudential Guidelines. Ability to make operational and routine decisions in a timely and effective manner.

How to apply: Send your CV and application letter to Recruitment@nationalbank.co.ke. Indicate Name and Job Reference number NBK/CRED/04/2026 on the email subject. National Bank

2. Team Leader, Customer Experience Design at National Bank Kenya

Location | Deadline | Contract Type

Location: Nairobi, Kenya | Deadline: 22 April 2026 | Ref: NBK/OPS/03/2026

This position is responsible for leading the Experience Design Unit and CX improvement initiatives using human-centred, design thinking methodologies with a focus on holistic, omni-channel experience design from concept to production.

Key responsibilities include:

• Creating visualisations of customer processes, auditing customer journeys, identifying areas of improvement, proposing new journeys and collaborating with stakeholders on implementation
• Designing and developing compelling experiences for customers throughout their multi-channel journeys — both new and continuous improvements — in collaboration with product owners
• Documenting the customer experience through journey and service mapping, personas, wireframes and information architecture
• Using data and knowledge of customer expectations to review CX and UX across various service delivery channels and benchmarking the Bank’s CX, UI, UX performance against peers and KPIs

Qualifications required:

• Bachelor’s degree in a business-related field from a recognised university. Minimum of 4 years’ related experience in journey mapping and lifecycle management, with at least 1 year’s experience in a bank, financial institution, or tech environment.
• Demonstrated advanced capability in end-to-end customer journey mapping and omni-channel experience design, with the ability to align customer journeys to business processes, risk controls, and regulatory requirements within a banking environment.

3. Team Leader, Inbound 1st Level at National Bank Kenya

Location | Deadline | Contract Type

Location: Nairobi, Kenya | Deadline: 22 April 2026 | Ref: NBK/OPS/04/2026

This position is responsible for ensuring customer service needs are met by coordinating and adjusting inbound and outbound call traffic in a timely manner. It’s a contact centre supervisory role — you’ll be leading a team of agents, managing quality scores, and handling escalations that front-line staff can’t resolve.

Key responsibilities include:

• Carrying out performance appraisals, overseeing and assisting in resolving escalated operational and customer service issues, and providing day-to-day supervision and guidance of direct reports
• Identifying individual and group training needs and ensuring they are addressed through EMS sessions and classroom training
• Regular review of agents’ calls in order to make recommendations for improvement and handling on-the-spot decisions from contact centre staff

Qualifications required:

• Bachelor’s degree in a business-related field
• Demonstrates the ability to balance departmental operational needs with employee scheduling requests while engaging in diplomatic and constructive discussions with direct reports. Exercises independent judgment and takes responsibility when making operational and people management decisions. Corporate Staffing
• Prior supervisory or team leader experience in a bank or contact centre environment

4. Customer Experience Consultant (13 Posts) at National Bank Kenya

Location | Deadline | Contract Type

Location: Nairobi, Kenya | Deadline: 22 April 2026 | Multiple Vacancies

NBK is hiring 13 Customer Experience Consultants — making this the highest-volume opportunity in this recruitment round. The role serves as a critical communication link between the Bank and customers through digital channels — telephone, SMS, emails, and social media — to address customer queries and complaints and provide information in real time for improved service delivery, customer satisfaction, loyalty and retention. Corporate Staffing

Key responsibilities include:

• Handling incoming and outgoing interactions with customers professionally as per defined standards, and providing customers with product or service information
• Recording all customer interactions in eCRM or any other platform as required and tracking for resolution, and liaising with other departments in resolving issues
• Upselling and cross-selling products and services and identifying potential products or services to management by collecting customer feedback and analysing customer needs
• Staying updated on product knowledge and any changes in services, products, policies and procedures to ensure correct guidance to customers

Qualifications required:

• Banking and/or contact centre experience preferred
• Strong verbal and written communication skills
• Proficiency in CRM systems and Microsoft Office tools

With 13 slots available, your chances of shortlisting are higher here than in the other roles — but competition will still be strong given NBK’s brand.

5. Team Leader, Customer Experience Delivery at National Bank Kenya

Location | Deadline | Contract Type

Location: Nairobi, Kenya | Deadline: 22 April 2026 | Ref: NBK/OPS/05/2026 (implied)

This position is responsible for leading the Experience Design Unit and CX improvement initiatives, benchmarking the Bank’s CX, UI, UX performance against peers and KPIs to identify improvement opportunities, and designing, mapping and overseeing implementation of customer journeys.

While similar to the CX Design Team Leader role, the Delivery focus means you’re accountable for getting experience improvements executed on the ground — not just designed. You’ll coordinate across teams to ensure CX changes actually reach the customer.

Qualifications required:

• Bachelor’s degree in a business-related field from a recognised university. Master’s degree is an added advantage. Minimum of 4 years’ related experience in journey mapping and lifecycle management, with at least 1 year in a bank, financial institution, or tech environment.
• Strong customer relationship development and management skills. Proven quality and service quality management capability. Solid understanding of business processes and service delivery operations. Creative, innovative and solution-oriented mindset. Demonstrated leadership and supervisory experience.

How to Apply for National Bank Kenya Jobs

Primary application email: Recruitment@nationalbank.co.ke Online portal: nationalbank.co.ke/about-us/careers

State the job title and reference number clearly in your email subject line — NBK is explicit about this requirement. Applications received after the deadline will not be considered, and only shortlisted candidates will be contacted.

Deadlines summary:

• Manager, Credit Policy & Compliance — 17 April 2026
• All other four roles — 22 April 2026

This vacancy information was sourced from National Bank of Kenya’s official recruitment communications.

About National Bank of Kenya

National Bank of Kenya invites candidates to apply for vacancies listed and advertised on its website, with a commitment to a high-performance culture where staff are exposed to learning and development opportunities and rewarded for delivering on agreed objectives. National Bank of Kenya NBK is a subsidiary of Access Bank PLC and one of Kenya’s major commercial banks, providing financial services across all sectors of the economy. For more, visit nationalbank.co.ke.