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Sign InEquity Bank Limited
CRM Business Manager
Rosemary Muriungi is a Customer Experience and CRM transformation leader with over 15 years of banking experience across East Africa. As CRM Systems Business Manager at Equity Group, she leads CRM governance, Voice of the Customer programs, customer experience technology, and digital transformation initiatives across multiple subsidiaries. Her expertise spans CX strategy, customer insights, journey mapping, CRM implementation, AI-enabled service solutions, customer retention, and performance measurement. Rosemary combines deep CX expertise with strong analytical, change management, and stakeholder engagement capabilities to deliver measurable improvements in customer outcomes, digital adoption, and business performance.
Rosemary holds a Master of Arts in Communication Studies from the University of Nairobi and holds professional certifications in Customer Experience, Customer Journey Mapping, PRINCE2 Project Management, Microsoft Dynamics 365 CRM, and Oracle Cloud Infrastructure AI and Generative AI. She is passionate about leveraging data, technology, and innovation to create customer-centric organizations and drive sustainable business growth.
