Anne Nyachomba, CCXP

Anne Nyachomba Mwangi is a Customer Experience, Human Centered Design, and Service Design leader with over 19 years of experience working across Africa and Asia . Her career spans financial services, public health, FMCG, SaaS, and nonprofit technology, with a consistent focus on how organizations design, deliver, and sustain experiences at scale.

Her work is grounded in applied CX and human-centered design practice. Anne has led large-scale Voice of Customer and design research initiatives, working directly with customers, frontline teams, and leadership to surface systemic experience gaps. She translates insights into personas, customer journeys, service blueprints, and operating principles that inform digital products, service models, and decision-making.

A central theme in Anne’s career is digital adoption through service design. She has supported organizations to improve the real-world uptake of digital platforms by aligning technology with service workflows, capability, and accountability. Her experience includes SaaS-based CX platforms, CRM-enabled service models, and IoT-supported service systems, where experience design, enablement, and operational clarity are critical to sustained use.

Anne has held senior regional roles leading multi-country customer experience and service operations, particularly in complex and distributed environments. At Nexleaf Analytics, she built and led customer and impact functions supporting digital health services across 33 countries, and later directed a US$1M multi country digital adoption program, improving service reliability, frontline enablement, and experience consistency at scale.

Earlier in her career, Anne led CX transformation, service standards, and journey redesign initiatives in banking and insurance. Her work contributed to improved turnaround times, stronger service governance, and measurable gains in customer satisfaction and retention. She has also worked closely with product, technology, and operations teams to embed CX thinking into everyday execution rather than treating it as a parallel function.

Anne holds a Master’s degree in Customer Experience and Innovation from IE Business School in Spain and an MBA in Strategic Management from the University of Nairobi. Her academic work included applied service design engagements with Triodos Bank, Hilti, Acumen, and Fjord Accenture.

She is a Certified Customer Experience Professional and serves on the CXPA Africa Advisory Regional Council, contributing to the advancement of CX practice across the region.

Her work has been recognized within the global CX community, including being a CXPA Impact Award finalist in 2023 and being named among Women in CX’s Awesome Women to Follow for 2024 & 2025.