Terry Ndungu

Present Lead CX, digital care and operational transformation across 14 markets, partnering with country EXCOs and global teams to deliver omnichannel customer experiences and measurable business outcomes.

Achievements:

• Delivered 42% growth in digital channel adoption by designing and executing a pan‑regional digital engagement and self‑service migration program that combined IVR redesign, app enhancements and targeted behavioral campaigns.
• Reduced cost‑to‑serve by 40% across operating companies through automation, intelligent IVR, self‑service adoption and BPO redesign; established vendor KPIs and renegotiated service models to capture efficiencies.
• Improved NPS by 40% and First Contact Resolution by 40% via end‑to‑end journey redesign, root‑cause analytics and frontline capability uplift; implemented VoC close ‑loop processes and prioritize high‑impact journey fixes.
• Built and govern a Pan‑African operating model for customer service delivery including scorecards, operating rhythm, escalation paths and regulatory compliance frameworks.
• Manage Strategic Relationships across Product, Technology, Commercial and Operations to embed customer outcomes into product roadmaps and go‑to‑market plans; led cross‑functional delivery of AI‑enabled care and automation pilots.
• Oversee regional CX capability supporting 3,000+ CX professionals, including workforce planning, performance management and training programs.

• Led regional strategy development to enhance market share and customer engagement across multiple territories.
• Implemented performance metrics to monitor operations, driving efficiency and productivity improvements across teams.
• Collaborated with cross-functional teams to streamline communication and align objectives with corporate goals.
• Mentored country managers on best practices in leadership, fostering a culture of continuous improvement and accountability.

Achievements:

Delivered over 30% uplift in NPS through:

• Design and implementation of Realtime Regional Voice of Customer, Net Promoter Score (NPS) and Customer Satisfaction Index (CSAT) frameworks
• Reduced complaint turnaround by 40%
• Improved service consistency through centralized regional and country playbooks on care and complaint resolution
• Launched omnichannel care initiatives integrating contact centres, digital channels, frontline stores and retail partners to improve accessibility and reduce assisted support volumes.

Lead a team of 7 CVM Analysts to design and provide targeted campaigns across the over 9M Retail, Micro-enterprise, Corporate, Sacco and Institution Customers to the Sales Staff in over 210 locations across country:

Achievements:

• Implemented Enterprise CVM platform and Customer 360 capabilities linked to BI (Business Intelligence), Data Governance (DA) and Business Process Management Tools (BPM)
• Designed Segmentation and Best Product Model that achieved 50% conversion on outbound leads and materially increased product holding & customer wallet share through targeted lifecycle campaigns.
• Built churn prediction and propensity models to enable proactive retention and cross‑sell interventions.
• Self-motivated, driven with a strong sense of personal responsibility.
• Works effectively in fast-paced environments.

• Led CX strategic initiatives to enhance customer engagement and satisfaction across diverse banking services.
• Oversaw risk management frameworks, ensuring compliance with regulatory standards and minimizing operational risks from CX Perspective.
• Directed cross-functional teams to implement customer -centric, innovative financial solutions that still drove revenue growth and market expansion.
• Analyzed market trends and Voice of Customer (NPS, CSAT and Call Drivers) to refine product offerings, improving competitive positioning within the industry.

Achievements:

• Set up and Run Complaint Center of Excellence across 12 countries with over 150 staff
• Achieved 40% increase in First Point of Contact Center Resolution
• Reduced average turnaround time for complex complaints from over 8days to 3 days max
• Implemented a 100% effective centralized complaints escalation framework in line with local country regulations.

Other Various Roles Held at Barclays - Service Delivery Manager and Sales Governance Manager