As the Group CX Partner, I oversee the customer experience for products across both banking and non-banking Equity subsidiaries. Our banking subsidiaries span Kenya, Uganda, Tanzania, DRC, Rwanda, and South Sudan, while our non-banking entities include Equity Life Assurance Kenya, Finserve, and Equity Group Foundation.Currently, I'm leading three key initiatives in this role:1. Equity Group Customer Retention and Engagement Strategy:Successfully reactivated 5% of dormant… Show more As the Group CX Partner, I oversee the customer experience for products across both banking and non-banking Equity subsidiaries. Our banking subsidiaries span Kenya, Uganda, Tanzania, DRC, Rwanda, and South Sudan, while our non-banking entities include Equity Life Assurance Kenya, Finserve, and Equity Group Foundation.Currently, I'm leading three key initiatives in this role:1. Equity Group Customer Retention and Engagement Strategy:Successfully reactivated 5% of dormant customer accounts, adding balances of 22.9B through SMS and email campaigns in Q1 & Q2 2024Developed a standardized group dormancy policy for all subsidiaries.Deployed a customized Customer Evolution engagement framework for all Equity banking and non-banking subsidiaries.Standardized communication for customer milestones such as birthdays, account anniversaries, and credit milestones.Product Experience Oversight:Achieved 73% identification and resolution of customer pain points across key banking product pillars: Move, Borrow, Save, Invest, and Insure.Led customer journey reviews and improvement initiatives in digital lending, SME borrowing, retail, and Equity Bancassurance.Established sustainable and successful CX partnership programs across all product pillars, including Move, Save, Borrow, Invest, Insure, and Finserve.3. Product & Channel Pilot Testing Guidelines:Mandated by the Product House to oversee UAT and pilot testing of all products and features.Developed comprehensive guidelines outlining the roles and responsibilities of all stakeholders.Progress updates to follow, with milestones expected by 30th June 2024. Show less

Near real time Customers card support and fraud monitoring on Visa and UPI cards