Chinenye Molokwu

Developed the annual customer experience strategy, highlighting actionable plans to achieve customer centricity Collaborated with a cross-functional team to analyze customers and identify key customer personas using behavioral and transactional data. Coordinated the monthly “Voice of the customer” (VOC) programme to understand pain points, resolve challenges and identify improvement opportunities resulting in a 3% and 33% improvement in the organization’s Customer satisfaction Score (CSAT)and Net Promoter Score (NPS) in 2023 Organized monthly departmental review meetings to discuss internal challenges, client painpoints and feedback from the monthly VOC programme resulting in a 90% complaint resolution rate in 2023, 13% higher than in 2022 Developed a dashboard to review monthly CX Metrics across the different channels and journeys creating greater visibility of the impact of CX initiatives Created customer journey maps to identify customer pain points and optimization opportunities which led to a process optimization project that improved transaction efficiency by 7% and resulted in a 99% retention rate in 2023 Deepened the customer-centric culture of the organization by instituting the Customer Experience Committee to oversee customer experience initiatives and provide strategic direction; and the Customer Experience Champion Program, to drive ownership and adoption of initiatives within business units

Facilitated and analyzed quantitative research with key stakeholders within Nigeria’s banking industry to gain primary insights into the market. Aided the development of a report on customer feedback highlighting overall customer experience performance in the retail and corporate segments and identifying opportunities for improvement within the industry. Led a team that assisted in articulating a group Customer Experience (CX) transformation blueprint for a tier 2 bank across its pivotal affiliates in West Africa. Articulated the CX strategy, re-segmented its retail customer base with clusters to improve personalized product/service offerings, developed customer personas, mapped the customer’s journey for key personas, and developed a detailed implementation plan. Deployed a “Voice of the Customer” program to capture the end-to-end experience, gaining a greater understanding of the relationship customers have with the Bank. Developed value propositions for key customer segments and worked with the product team to develop prototypes of the priority products. Assessed the retail, SME, and corporate markets and identified significant opportunities for the Bank across the various sub-segments. Mapped the end-to-end experience from the customer’s view highlighting pain points and gain points. Conducted extensive analysis to develop customer personas, empathy maps across the focus segments (Retail) and specific customer propositions (including products, services, etc.) for SME & Corporate segments. Created future state journey maps incorporating outcomes from customer and internal stakeholder engagements. Facilitated stakeholder & customer engagements to understand current customer journeys and identify customer pain points Developed and deployed customer surveys to evaluate experience and satisfaction Developed personas, journey and empathy maps, and customer propositions for 5 retail customer segments Identified digital capabilities and solutions to deliver target customer experiences Prioritized the customer propositions for the retail segment and developed strategies for the prioritized propositions Led the project team in assessing the fintech ecosystem to understand key barriers, the current and future potentials of the market to drive financial access, inclusion and economic development for underserved customer segments. Facilitated qualitative research with key stakeholders within Nigeria’s fintech ecosystem to gain primary insights into the market. Conducted an extensive market analysis of the Payments, Lending, Savings & Deposit, Insurtech, and Investment Management verticals of the ecosystem. Developed recommendations to regulatory bodies based on insights gathered to drive financial innovation within the industry.