Open to opportunities

Faith Wanza

@faithwanza

Message

Customer Experience and Data Analytics specialist driving CX improvements and data-led decision making.

Kenya

Message

What I'm looking for

I seek a customer-centric role using data and CX frameworks to drive measurable service improvements, cross-functional collaboration, and strategic reporting to leadership.

I am a Customer Experience and Data Analytics specialist with 4+ years' experience in CX assurance, QA monitoring, VOC management, and dashboard development across financial services. I build dashboards and QA frameworks, lead customer journey analytics, and align insights with executive decision-making to drive service recovery, SLA adherence, and continuous improvement.

My achievements include delivering CX dashboards for EXCO reporting, improving FCR by 15%, boosting CSAT by 12%, reducing repeat complaints by 18%, and cutting SLA breaches by 20%. I partner with IT and cross-functional teams to automate reporting, support CRM rollouts and AI pilots, and ensure regulatory compliance while championing customer-centric strategies.

Experience

Work history, roles, and key accomplishments

Current

Experience Assurance Specialist

Current

Equity Bank Limited

Feb 2025 - Present (9 months)

Designs and maintains CX dashboards tracking NPS, CSAT, CES and SLAs for EXCO and risk committees; led QA monitoring across channels improving first-contact resolution by 15% and supported automation of CX data flows to enable real-time reporting.

Customer Experience Quality Assurance Power BI SLA Data Analysis Dashboarding Stakeholder Engagement

Service Compliance Officer

Equity Bank Limited

Sep 2023 - Jan 2025 (1 year 4 months)

Ensured adherence to CBK consumer protection guidelines and internal service standards through audits and reviews, analyzed complaints to identify compliance breaches and recommended corrective actions to improve service controls.

Regulatory Compliance Auditing Service standards Reporting Cross Functional Collaboration Risk Management

Customer Experience Analyst

Equity Bank Limited

Feb 2022 - Aug 2023 (1 year 6 months)

Led end-to-end service quality reviews and built automated Excel/Power BI dashboards that improved reporting efficiency by 30% and supported coaching interventions that enhanced customer retention.

Customer Experience Power BI Excel Automation Data Visualization Reporting

Project Management Officer

Equity Group Foundation

Jul 2021 - Jan 2022 (6 months)

Oversaw scholarship support services with a CX focus, introduced data automation tools that improved beneficiary service turnaround by 25%, and coordinated multi-team stakeholder communications.

Project Management CX Data Automation Stakeholder Management Reporting Coordination Service Delivery & Compliance

Customer Service Representative

CCI Kenya

Sep 2020 - Jun 2021 (9 months)

Handled high-volume inbound customer queries achieving a 90%+ first-contact resolution rate and captured feedback to feed QA dashboards and VOC reports.

Customer Service CRM First Contact Resolutions Ticketing Communication Data Entry

Finance Officer

Kenya Revenue Authority

Apr 2019 - Jan 2020 (9 months)

Prepared and reconciled financial reports ensuring regulatory compliance, conducted variance analysis to identify discrepancies and partnered with teams to resolve taxpayer issues.

Financial Reporting & Compliance Excel Stakeholder Engagement Audit Support

Relationship Officer - Digital

Equity Bank Limited

Apr 2016 - Aug 2016 (4 months)

Drove adoption of digital banking tools, onboarding over 500 customers in four months and delivered education workshops to reduce friction across digital channels.

Customer Onboarding Training Customer Education Relationship Management Process Improvement