Chinenye Molokwu

Chinenye Molokwu

Head, Customer Experience at Coronation Asset Management, Coronation Trustees and Coronation Securities

Accounting at Nnamdi Azikiwe University

Nigeria

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Hi, I'm Chinenye Molokwu!

Head, Customer Experience at Coronation Asset Management, Coronation Trustees and Coronation Securities

I currently head the Customer Experience (CX) team for the Investment businesses of Coronation Group (Coronation Asset Management and Coronation Securities) accountable for customer satisfaction, retention and engagement. I am tasked with articulating and driving the Customer Experience Strategy by collaborating with internal departments to create intended customer experiences aligned with the organizational vision; identifying improvement opportunities through Voice of the Customer programs, data-driven insights and other research methods; implementing practices that continuously improve, design, and differentiate customer experiences; measuring and reporting the outcomes of CX activities to illustrate their business value to the organisation and; deepening the customer-centric culture within these organizations by creating a consistent 'customer-first' focus and supporting executive management as leaders in the CX transformation journey. I have led teams on strategy and customer solutions-oriented projects within Nigeria and across West African countries. I am passionate about deepening customer insights to address service delivery gaps, leading journey and experience improvements within organizations, and building high-performing customer-facing teams.

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