Open to opportunities

Lillian Karanja

@lilliankaranja

Message

Customer experience leader driving retention, NPS growth and revenue through data-driven CX strategies.

Kenya

Message

What I'm looking for

I seek a senior CX role where I can lead cross-functional teams, implement CRM-driven strategies, reduce churn, and drive measurable customer loyalty and revenue growth in a growth-oriented organization.

I am a strategic, customer-obsessed CX leader with 10+ years improving NPS, CSAT and retention across financial services, manufacturing and container conversion industries. I design and execute CX strategy, implement CRM and digital engagement tools, and lead cross-functional teams to deliver measurable business impact.

My achievements include reducing churn by 25%, boosting digital sign-ups and brand visibility, expanding customer bases, and consistently exceeding sales targets while improving operational efficiency. I coach teams, embed continuous improvement practices, and translate customer insights into scalable revenue and retention strategies.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Lead

Current

Container Design Africa Limited

Apr 2019 - Present (6 years 6 months)

Defined and executed CX strategy for container conversion and prefab projects, reducing churn by 25% and improving response times by 40% while driving a 10% revenue increase through digital campaigns and upselling.

Customer Experience Strategy CX Analytics (NPS CSAT)Digital Marketing Sales Enablement Project Coordination

Sales Representative

Container & Civil Works Kenya Limited

Nov 2018 - Mar 2019 (4 months)

Conducted lead generation, social media campaigns and prepared quotations while providing customer support, contributing to pipeline growth and customer engagement during a part-time sales role.

Lead Generation Social Media Marketing Customer Support CRM Pipeline Management

Senior Relationship Officer

Equity Bank

Jan 2014 - Nov 2018 (4 years 10 months)

Led branch customer service operations, growing the customer base by 70% and improving CSAT by 20% through feedback systems, dispute resolution improvements, and team coaching, while reducing churn by 30%.

Customer Retention CSAT NPS Improvement Team Leadership Process Improvement Cross Selling Training

Relationship Officer

Equity Bank

Nov 2011 - Dec 2013 (2 years 1 month)

Advanced from clerk/cashier to relationship officer, strengthening customer loyalty through timely complaint resolution and compliance, and assuming supervisory responsibilities in 2013.

Customer Service Complaint Handling Relationship Management

Deputy Presiding Officer

Independent Electoral Commission

Aug 2010 - Sep 2010 (1 month)

Supervised polling staff and managed voter concerns during the national referendum, ensuring protocol compliance and training teams to deliver accurate service under tight timelines.

Team Supervision Stakeholder Management Training Dispute Resolution Compliance Process Adherence

Customer Service Intern

Kenya Power

Feb 2008 - May 2008 (3 months)

Supported customer inquiries and billing processes using the ICS system and assisted finance with reconciliations and supplier payments during a 4-month internship.

Customer Service Reconciliations Accounts Payable inquiry handling Data Entry Administrative Support