Elizabeth Mwandila, CCXP

Hello, I'm Elizabeth, a Customer Experience leader based in Zambia Southern Africa.

Passionate about turning insights into meaningful business outcomes at scale. Over the past 15 years I' ve worked across B2B and B2C in support, contact centre, service recovery, strategy, dispute resolution, journey design and operations. I thrive in customer first organisations , cross- functional enviroments with ongoing improvement milestones that drive measurable impact for both customers and the business. My career spans the manaufacturing (FMCG), telecomunications, banking and insurance industry with incremental responsibilty and acheivements.

I was recognized and awarded for hard work and devotion by PepsiCo trading as Varun Beverages in collaboration with the Zambia Federation of Employers for incresing product penetration by 48% within the first year. I made positive contributions at First National Bank Zambia ( Multiple awards for customer centricity) . I joined the organisation as a Switchboard operator, promoted to the role of Service Advisor in less than a year where I, transformed the branch service outlook  through accountability and collaboration which led to an improvement of the customer satisfaction score from Red to Green for four consecutive years. I supported  the implementation of the bank wide cultural shift campaign and philosophy of owner management culture where I was appointed as a service champion for the branch. This led to another promotion as Service Specialist transitioning from retail banking to Corporate & Investment banking handling high value mult- national customer accounts and relationships.

Stepped into a leadership role when I joined OneLife Assurance as a Customer Service Manager during an acquisition transition, this gave me an opportunity to redefine the strategy,  map new customer journeys, cross department cohesion calibrations, shaping service prepositions,  build a new culture and continously implement service design improvements while leveraging voice of the customer refining key customer intelligence,translating customer insights in practical solutions while balancing customer needs with business relaities during the Covid pandemic. Recorded positive strides, sustained a 90% + customer retention rate, improved organic growth and recorded quantifiable gains from the positive net promotor score tracking the value of new business, this led to my current elevation as Head Customer Experience  a governance role with the mandate of ensuring that the customers voice is heard at senior management level casscading that needs in corporate strategies broken down across business units. 

I am fluent in English currently learning arabic. I believe in continous learning and developments. Seeing shared prosperity between the customer's and business expectations brings so much fulfilment. I am passionate about seamless, exceptional service delivery and improvement. 

I am excited about the CCXP certification and look forward to the cross pollination of valuable insights that I will gain from this presigious network of professionals who have extensively invested in ustomer research redifining the standards in our field upholding the relevance of the discipline.