Terry Ndungu

Customer Experience & Digital Transformation Leadership

• Lead Customer Experience and Digital Care transformation across 14 African markets, delivering omnichannel experiences through Contact Centres, IVR, Self-Service Apps, Social Media, CRM, Chatbots, and Digital Channels serving millions of customers.
• Define and execute Pan-African Customer Experience strategy, aligning customer, commercial, operational, and technology priorities across 14 operating companies.
• Partner with global teams across Africa, Europe, UAE, India, and North America to deliver customer experience and digital transformation initiatives.
  

Digital Innovation & Customer Journey Optimization

• Drive digital-first engagement through AI-enabled care, automation, Intelligent IVR, CRM platforms, conversational AI, and self-service solutions.
• Lead end-to-end customer journey transformation across voice, digital, social, and self-service channels.
• Leverage Voice of Customer (VoC), CSAT, NPS, CES, and customer analytics to optimize journeys, improve loyalty, and eliminate customer pain points.
• Accelerate digital adoption and channel migration, increasing self-service utilization while reducing cost-to-serve.
  

Operating Model, Governance & Cross-Functional Leadership

• Establish operating models, governance frameworks, service standards, and performance structures to ensure consistent service delivery across markets.
• Collaborate with Product, Technology, Marketing, and Commercial teams to embed customer-centricity into product design and go-to-market strategies.
• Oversee budgeting, project delivery, vendor management, workforce optimization, process re-engineering, and BPO service delivery.
  

Key Achievements

• Improved NPS by 40% across multiple African markets.
• Increased First Contact Resolution by 40% through journey optimization and digital enablement.
• Achieved 42% growth in digital adoption through self-service and AI-enabled engagement initiatives.
• Led customer experience operations supporting 3,000+ CX professionals across Africa.
• Delivered large-scale customer experience, CRM, contact centre, and digital transformation programmes across 14 countries.
  

Led customer experience transformation across multiple African markets, driving digital adoption, customer journey optimization, customer retention, and service excellence across Contact Centres, Digital Channels, Retail Service Centres, and Partner Networks.

Customer Experience Strategy & Transformation

• Defined and executed regional Customer Experience and Care strategies aligned to business growth, retention, and digital transformation objectives.

• Led end-to-end customer journey redesign across acquisition, onboarding, billing, support, and retention, leveraging VoC, CSAT, NPS, CES, and customer insights to improve satisfaction, reduce effort, and lower churn.

• Partnered with Country EXCOs and cross-functional teams to translate customer insights into enhancements across products, digital platforms, processes, and service delivery.

Digital Adoption & Omnichannel Engagement

• Drove omnichannel engagement and digital adoption initiatives that increased self-service utilization and reduced reliance on assisted support channels.

Governance, Service Excellence & Leadership

• Established customer care governance, service standards, quality frameworks, and performance scorecards while building high-performing teams and embedding customer-centricity across the organisation.

Key Achievements

Customer Outcomes

• Improved customer satisfaction, loyalty, and retention through customer journey transformation and Voice of Customer programmes.

Digital Transformation

• Increased digital channel adoption and self-service utilization through customer-centric transformation initiatives.

Governance & Operational Excellence

• Established regional customer experience governance and performance frameworks across multiple African markets.

Led Customer Value Management (CVM), CRM, Customer Analytics, and Retention Strategy across Retail, SME, Corporate, Insurance, and Investment segments serving over 6 million customers.

Customer Value Management & Growth

• Defined and executed enterprise CRM and CVM strategies to improve customer acquisition, retention, profitability, wallet share, and customer lifetime value.

• Partnered with Marketing, Sales, Product, and Digital teams to drive data-led growth, increase product adoption, and maximize revenue per customer.

• Developed cross-sell and upsell programmes that leveraged customer insights to improve product penetration and customer value.

Customer Analytics, Segmentation & Churn Management

• Leveraged customer analytics, segmentation, behavioural insights, and predictive modelling to personalize engagement and optimize customer journeys.

• Developed customer targeting, churn prediction, retention, and propensity models to support proactive customer management and business growth.

• Partnered with Business Intelligence teams to develop customer analytics, campaign selection criteria, and performance dashboards.

Customer Lifecycle & Campaign Management

• Designed and implemented customer lifecycle, onboarding, engagement, retention, and loyalty programmes across physical and digital channels.

• Led campaign management initiatives that improved customer engagement, sales effectiveness, lead conversion, and retention outcomes.

Governance & Performance Management

• Established CRM governance, campaign management, and performance measurement frameworks to improve execution, accountability, and business performance.

Key Achievements:

Customer Analytics & Personalisation

• Designed and deployed the Bank’s first enterprise-wide Customer Segmentation Model, enabling differentiated customer strategies across Retail and Business Banking.

• Developed and implemented the Bank’s first Customer Churn Prediction, Retention, Behavioural Analytics, and Propensity Models, enabling proactive retention, lead generation, and cross-sell interventions.

CVM & Digital Transformation

• Led deployment of an enterprise CVM platform incorporating Customer 360, customer lifetime value modelling, propensity analytics, lead generation, campaign management, wallet share visibility, and performance dashboards.

• Implemented a rapid campaign management model that accelerated time-to-market and improved campaign effectiveness.

Commercial Impact

• Achieved 50% conversion on outbound sales leads and increased average customer product holding through targeted CRM and lifecycle management programmes.

• Led customer experience and complaint resolution strategy for 12 African countries, championing a customer-first operating model powered by analytics, policy transformation, and digital feedback systems. Partnered with executive stakeholders to embed CX governance and risk frameworks.

Insights Strategy & VoC Analytics

• Designed a continent-wide feedback and perception framework capturing CX data across segments
• Implemented governance tools to monitor adoption of customer-first strategies using NPS and VoC data
• Embedded analytics to track complaints trends and customer sentiment

Complaint Resolution & Process Excellence

• Centralized complaint resolution processes, improving average turnaround from 8 to 3 days
• Achieved 40% increase in first-contact complaint resolution across 12 markets

Governance, Risk & Audit Leadership

• Introduced balanced scorecard performance models to assess CX and complaint metrics
• Served as CX SME in compliance, internal audit, and risk committee reviews
• Embedded first and second line-of-defense assessments for complaint handling and service governance

• Designed front-end collections and recovery programs, reducing portfolio impairment by 37%
• Led loan reviews and stakeholder engagement to optimize branch performance and risk governance

• Developed a sales governance model generating 50%+ of bank’s revenue
• Revamped sales compensation, training, and customer service protocols for 5,000+ reps

• Built operational frameworks for recruitment, training, and complaint resolution in the direct sales channel
• Trained 350+ reps on CX and compliance standards

• Managed payment and settlement processes for treasury operations across 5 African markets