A Career Built Through Experience.
Seventeen years across insurance and banking — open any role to see the challenge behind it and the impact that followed.
The Role
Leading end-to-end strategic brand positioning, integrated communications and customer engagement for East Africa's leading standalone health insurer, serving millions of customers across the region.
The Challenge
Health insurance is a low-trust, high-complexity category. The task was to make a regulated, often confusing product feel simple, human and worth adopting — while protecting the brand's reputation under constant public scrutiny.
The Impact
- Grew digital product uptake by more than 30% through customer-centered messaging and simplified onboarding journeys.
- Won Best PR Campaign for "Afya Mashinani" and Best Brand Campaign for "Always With You" at the Marketing Society of Kenya Awards — Afya Mashinani alone delivered free medical services to over 10,000 underserved community members.
- Led the go-to-market strategy for JFORCE, a digital intermediary platform modernizing how the company distributes insurance products.
- Built and led a high-performing marketing team, and positioned the CEO as a respected voice in healthcare leadership through executive communications.
- Led crisis communication and media relations through market shifts, preserving stakeholder trust throughout.
The Role
Seven years leading brand positioning, executive communication, media relations, internal communication, stakeholder engagement and public affairs for a leading financial institution — progressing from Manager to Senior Manager across the tenure.
The Challenge
A competitive banking sector demanded new products that could win real adoption, internal communication was fragmented across a team of over 30 staff and 15 service products, and regulatory and reputational pressure required careful, disciplined public communication throughout.
The Impact
- Conceptualized, redesigned and relaunched the bank's Mobile Banking App, improving user engagement and adoption.
- Led development and launch of elev8HER, a women-led business banking product.
- elev8HER won Best Banking Product at the 2022 industry awards.
- Grew the bank's social media presence from one channel to four, increasing followers by more than 200%, and conceptualized eHub, an accelerator program giving SMEs strategic advice, capital access and funding linkages.
- Directed crisis communication and regulatory engagement, protecting institutional reputation through sensitive periods, while leading a team of over 30 staff across all communications and marketing projects.
The Role
Six years building the foundation of her career in financial services — from customer experience, through relationship management, into business development — across two banks before moving into marketing and communications leadership.
The Challenge
Each step came with something to build from scratch: consistent service quality across third-party providers needing monitoring, a large existing customer portfolio needing profitable growth, and an asset finance department that didn't yet exist in any formal capacity.
The Impact
- Set up Credit Bank's Asset Finance department from the ground up — reviewed the product, created the process flow, and trained the team — then grew the asset finance book by 175% within eight months as Business Development Manager.
- As Relationship Manager, maintained trusted relationships with Credit Bank's SME and mid-corporate customers across Nairobi's CBD, and at CBA, managed a portfolio of 3,000 customers and a five-person sales team, exceeding annual targets by 50% and growing the branch portfolio by 125% in liabilities and 137% in assets.
- Started as a Customer Experience Officer at CBA, performing daily quality assurance and training frontline staff — awarded Best Customer Service Representative of the Year, 2009.