Open to opportunities

Wambui Kariuki

@wambuikariuki1

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Customer Success & Experience Specialist with 3+ years driving merchant onboarding, SLA, and CSAT.

Kenya

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What I'm looking for

I’m looking for a customer-obsessed fintech/insurtech role where I can own onboarding, SLA performance, and feedback loops that ship product improvements. I’m open to remote & international teams and value hands-on cross-functional collaboration.

I’m a Customer Success & Experience Specialist with 3+ years at Safaricom PLC, where I personally onboarded and supported 2,500+ merchants onto Lipa na M-Pesa. I cut merchant activation time by 20% through workflow redesign, while consistently maintaining 100% SLA compliance over 3 years in a high-volume queue.

I’m known for converting merchant feedback into shipped product improvements—turning pain points into Figma wireframes, submitting UI changes, and feeding tagged sentiment data into quarterly product roadmaps. I combine CRM expertise (Zendesk, Freshdesk, HubSpot), advanced Figma proficiency, and AI-driven support tools to improve retention and CSAT, and I bring a founder-level product background from my insurtech work as a Founder & Product Lead.

Experience

Work history, roles, and key accomplishments

Current

Founder & Product Lead

Current

NovaCare AutoCare

Jan 2024 - Present (2 years 6 months)

Founded and leads an insurtech prototype covering vehicle management, quote-to-policy-to-claims insurance, maintenance scheduling, fleet analytics, and M-Pesa payment integration. Designed UX flows in Figma and is negotiating insurance partnership agreements to enable commercial launch.

Insurtech Product & Design Customer Journey Mapping Design Thinking User Research Figma Wireframing Market Research Go To Market Planning Stakeholder Management

Customer Experience Specialist

Safaricom PLC

Jan 2023 - Dec 2025 (2 years 11 months)

Onboarded 2,500+ merchants onto Lipa na M-Pesa, Business Portal, and credit platforms, achieving a zero KYC error rate. Improved merchant activation time by 20%, maintained 100% SLA compliance, and converted merchant feedback into product UI changes shipped to production.

Merchant Onboarding KYC AML Compliance SLA Management Dispute Resolution Escalation Management M Pesa Figma Wireframing Data Analytics Customer Journey Mapping

Enterprise Sales Representative

Safaricom PLC

Jun 2022 - Dec 2022 (6 months)

Closed B2B deals across Paybill, Business Tills, Internet, and Postpay within the first month, exceeding new-hire quota. Drove 90%+ client retention through hands-on post-sale technical support and coordination with engineering to resolve issues quickly.

B2B Sales Internet Quota Attainment Client Retention Post Sale Technical Support Engineering Coordination