Esther Dokuwaa Ofosuhene, CCXP

Esther Dokuwaa Ofosuhene is a trailblazing figure in the realm of customer experience, heralded as Ghana’s first Certified Customer Experience Professional (CCXP) and a distinguished Certified Experience Management Professional (XMP), affectionately recognised within the industry as #TheQueenofCX Ghana. With an illustrious career spanning over 15 years, Esther has garnered extensive expertise in CX consulting, strategising, and spearheading transformative initiatives for a diverse array of local and international entities across multiple sectors including Telecommunications, Banking and Finance, Insurance, Energy, Automobile, Retail, FMCG, and Fintech.

As the Founder and President of the Customer Experience Professionals Ghana (CXP Ghana) Association, Esther is deeply committed to fostering excellence and innovation in the field. She further contributes to industry advancement as a discerning judge for the Contact Centre World Awards and holds the position of Ambassador for Contact Centre World in West Africa. Esther’s accolades extend to her designation as a Certified Customer Service Expert (CCSE) and a Certified Professional Trainer (CPT), underscoring her multifaceted proficiency in the domain.

Esther’s remarkable achievements have earned her international acclaim, notably as one of Africa’s top three CX leaders at the 2024 CX Leaders in Africa Awards and as a top 8 finalist in the prestigious 2022 Global CX Impact Awards by the Customer Experience Professionals Association (CXPA), where she was the sole African representative. She was also recognised as a finalist in the 2020 Contact Centre World Industry Champion Award and earned a place among the esteemed Top 25 World CX Leaders in 2020 and 2021. Esther recently given the Woman of Excellence Award by the Ghana Ministry of Gender, Children and Social Protection (2025), and Top 10 Ten (10) Women Impacting CX in Africa by Niche CX (2025).  She is also currently assisting the Ghana Association of Banks (GAB) with CX initiatives within the Banking Industry. With a passion for excellence and an unyielding commitment to advancing the discipline of experience management, Esther continues to shape the future of customer engagement in Africa.

Currently serving as the Head of Client Experience at First National Bank Ghana, Esther assumes a pivotal role as the guardian of the institution’s Experience and Service culture, where her visionary leadership played an instrumental role in winning several Service Quality awards in Ghana.

Before First National Bank Ghana, Esther was Head of Customer Experience at Vodafone Ghana Ltd, a leading Telecommunication company in Ghana where she drove experience across the organization; handling a 400-seater contact centre, over 50 shops, and over 100 engineers across Ghana. Prior to Vodafone, Esther occupied the role of Head of customer Care and Service Excellence with PEG Africa Ltd, the biggest off-grid solar home financing company for the unbanked in West Africa; with direct oversight of customer experience in 28 branches across 7 regions in Ghana. Esther also worked over 8 years with Ecobank, as Unit Head in the Group Contact Centre with oversight of the telemarketing operations of the Ghana contact centre and partial oversight of the operations in Kenya, Cote D’Ivoire, Cameroon, and Nigeria Contact Centres.