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Group Chief Experience Officer
Group Chief Experience Officer at United Bank for Africa (UBA), where i lead the Group’s customer experience and service transformation agenda across its pan-African and international footprint.
Over 25 years of experience in banking and consulting, with expertise in customer experience, business transformation, retail banking, customer insights, brand and communications, business development, project management and organisational development. I believe that customer experience must move beyond service excellence to become a driver of business perfromance, growth and value. In this time, i have built and scaled the banks CX operating model across diverse markets and cultures.
My responsibility spans CX governance, customer journey improvement, Voice of Customer and customer intelligence, service standards, digital experience, customer fulfilment and capability building.
Prior to UBA, I held leadership and consulting roles in the United Kingdom and worked with Access Bank and Diamond Bank, where I contributed to major retail banking transformation programmes and the development of one of the industry’s pioneering dedicated retail banking sales forces.
I hold a Master’s degree in Management, Marketing and Organisation Management, alongside qualifications in International Relations, Environmental Science and Business Management from universities in the United Kingdom. I am a certified in Project Management, Digital Marketing and User Experience Design.
Serving on the Advisory Council of the Africa CX Leaders Forum and has received industry recognition for my contribution to customer experience leadership across Africa. I am strong and passionate advocate for Africa developing customer expereince models that are designed around the realities and ambitions of African customers and businesss.
