Vicky Maoko

I am a organisational transformation architect helping organisations modernise their operating models and create connected, scalable experiences where efficiency, innovation, and loyalty thrive together.

I have over 15 years of experience leading customer experience, automation, and digital transformation initiatives across financial services and technology sectors, I bring a proven ability to scale CX functions that drive both loyalty and revenue.

At Oracle South Africa, I’ve been instrumental in positioning AI-enabled customer and automation solutions across enterprise clients — re-establishing Oracle’s CX leadership and influencing C-suite decisions with ROI-driven business cases. Previously at Absa Group, Experian, Europ Assistance and Standard Bank, I designed and executed a customer-centric digital strategy that embedded Lean and Six Sigma frameworks, improving NPS, operational speed, and service quality across multiple customer journeys.

I also statrted up a consultancy, working as a Fractional CX & Digital Transformation Executive. The objective of this start-up was to assist organisations/clients, using data to turn strategic intent into measurable commercial outcomes and build the future while strengthening the present by optimising enterprise operations, and embedding data-driven performance frameworks that enhance decision-making and accountability.

I bring deep expertise in enterprise-wide process transformation, automation, and continuous improvement. My work has delivered measurable outcomes such as reduced cycle times, improved customer experience, and multi-million-rand operational savings. I leverage Lean, Six Sigma and process mining to identify efficiency opportunities and build investment cases with clear ROI metrics—ensuring optimisation translates into both cost reduction and margin improvement. I am skilled at driving the adoption of RPA, workflow automation, and AI-enabled processes that free up capacity and improve throughput.

I am highly experienced in operationalising strategy through OKRs, executive scorecards, and integrated performance reporting. I work effectively alongside Strategy and EXCO teams to translate goals into executable workstreams, monitor progress, and ensure course correction where required. I have built dashboards that enable real-time visibility of strategic performance and strengthen accountability across senior leadership.