Senior Manager, Research (Strategy Division)
Current• Led the development of a Customer Value Proposition (CVP) toolkit that resulted to development and approval of 12 CVPs for youth and learning institutions.• Developed tailored solutions and indicators, and achieved an increase in the following: 68% increase Net Promoter Score over the past 5 years, 70% improvement in Customer Effort Score (CES) in 5 years; 14% improvement in Employee Satisfaction Score in 5 years • Led an experiential proof of concept to make automated voice calls to customers as a reminder to repay their mobile loans. This exploration study ultimately did not meet performance expectations. The results were analysed leading to insights on customer preferences and market dynamics. The lessons were used to develop an RFP for a new toolkit.• I spearheaded workshops with core Bank (Tanzania & Burundi) subsidiaries leading to the approval of their 2024-2026 strategic plan • I spearheaded workshops with core business functions (Retail & DFS) to develop 2019-2023 strategic plan dubbed Beyond Banking resulting asset growth by 20% per annum • Collaborated Global Alliance for Women (formerly Women World Banking) through technical assistance to undertake market research to assess the impact of non-financial services (NFS) to grow women owned and led business. This led to 3% non-performing loans for the unit (the lowest in the business currently)• Led a cross functional team to review the process of onboarding customers for short-term loans. This resulted to senior management approval of revised customer checklist, loan application form and terms and conditions• Successfully managed to manage the bank's research budget which ranges between Kes 50m. All budgets have been on track with nil supplementary budgets requested. • Designed the concept testing of digital enabled products for payments, lending, insurance and investment to validate product ideas and market viability leading to the launch of mobile banking platform into the market
