Judith Bogonko Email & Phone Number

Kenya

Fingo Africa is on a transformative journey to redefine banking for Africa's youth. Our vision is to provide a NeoBanking experience that empowers users to open accounts within 240 seconds, granting them access to a comprehensive range of financial services such as savings, credit, investments, and payments in a way that is relatable to themAreas of Expertise:- Championing Customer Experience (CX): I lead the charge in formulating and executing CX strategies. Through these efforts, we continue to elevate customer satisfaction levels, strengthen retention rates, and stimulate organic growth via referrals.- Market Insight: I possess a keen grasp of FINGO's vision, competitive landscape, and market intricacies. These insights guide the formulation of market strategies that resonate effectively with our audience.- Strategic Leadership: My role involves cultivating the growth of the FINGO brand and elevating market awareness through meticulously designed marketing initiatives.- Growth Architecture: Defining FINGO's commercial trajectory to ensure growth and profitability, I collaborate seamlessly with the product team to establish a robust growth process that will be a core pillar of our success.- Performance Analytics: Adept at monitoring quarterly metrics and reports, I glean insights that facilitate informed decision-making.- Nurturing Partnerships: Engaging closely with our partners, I foster collaborative relationships that generate mutual benefits. This approach not only drives FINGO's growth but also aids our partners in realizing their objectives.- Team Excellence: My commitment to fostering excellence leads to the cultivation of high-performing teams that seek to consistently exceed customer expectations. - Cultural Catalyst: Collaborating closely with the leadership team, I involve all staff in crafting our cultural fabric and establishing the rhythms, rituals, and routines that harmonize with our vision.

Nairobi

In addition to heading the Customer Experience function, I was in charge of working with a diverse team of staff from different departments to identify, prioritize and implement innovative ideas in the Group that would ensure continuous delivery of value to the customers. Achievements:-Set up an Omni channel solution that brought together all client queries from different touchpoints to one system hence enabling standardised service, made life easier for the team since they only had to log in to one system and more comprehensive reporting hence better performance management-Won Best company in Customer Experience for the different Group companies in the 2017, 2019 and 2020 Think Business Insurance Awards -Led the most engaged team at Apollo Group as per the results of the 2018 Employee Engagement survey-Led the CX team to generate revenues of more than Shs. 100 million as at end of 2021 through cross selling, up selling and leads engagement through the contact center-Development and launch of the motor web app for retail clients to purchase motor insurance online and get certificates without having to visit our offices. We made more than Shs. 2M of motor sales within the first 3 months after launching-Led the innovation team to develop a USSD solution for the Asset company to simplify client sign up, ease the top up and withdrawal process thereby improving the customer experience and increasing the Assets under management -Led development of the Travel portal which generated an average of Shs. 10 million in retail sales year on year from 2018, helping in achievement of the Travel insurance targets set-Led a team of 40 individuals who were at the forefront of driving culture change initiatives at APA Insurance. The teams ran different initiatives to help address identified culture gaps in a way that was sustainable and that would involve all staff in curating the ideal culture for the Group

Apollo Centre

I worked with the Group companies i.e. APA Insurance, APA Life and Apollo Asset Management to continually improve on the processes, technologies, products and people skills in order to deliver exceptional service to all our clients and partners at every touch point. -I held the role of Project Manager for 6 months, for the set up and initial implementation of the APA Digital Strategy implementation in liaison with McKinsey -I was in charge of the Innovation Group which was made up of staff from different departments working together to develop and implement solutions for the Group Companies. The solutions developed targeted initiatives to increase revenue and/or saving costs but with the key focus being adding value to the customers.

Icea Lion Building, Kenyatta Avenue

Drive the customer service strategies and manage customer experiences. Work with various teams to ensure seamless delivery of service to our clients and delivery beyond their expectations.

Handle and implement all activities that will lead to improved service delivery to our clients, from handling complaints to service recovery, cross selling and personalized service.

Managed the member groups we had, responded to queries, came up with and implemented strategies to deliver more value to the members. I was also involved in planning quarterly investment advise sessions that will bring together members of the society who were interested in knowing the investment opportunities to take advantage of.

Helped in the planning stage to set up a credit reference bureau and source for clients for the same.

Xcelerated Leader, Organizational Leadership

Leadership course with emphasis on Self Leadership, People Leadership, Commercial Leadership and Strategic Leadership

Diploma In Insurance, Insurance, Dip. Cii

Activities and Societies: InsuranceI am a certified Dip. CII

Master Of Business Administration (Mba), Mba, Strategic Management

Masters in Strategic Management (MBA)

Project Management, Project Management, Honours

Project planning and project management

Bachelor Of Science (Bsc), Actuarial Science

Activities and Societies: Chairperson of the Student Union Secretary of the Actuarial Club Co-Founder of the Christian UnionBSc Actuarial.