I am obsessed with strategic vision and implementation and have spent a 20 year career understanding the heart and mind of audiences, stakeholders and brands. In the process, this has grown market share, loyalty and driven the positive impact of the bottom line of a number of businesses.
My diverse skill set that encompasses strategy, innovation and execution was honed across a number of Industries including banks (FNB and now African Bank), institutions of Higher Learning (University of Johannesburg) and Oil and Gas (Sasol).
I have a knack for complex challenges, which has been honed over the years. In 2008, I was Head of Employee Engagement at FNB, which was the start of the credit crunch. I drove first-to- market interventions around employee engagement that contributed towards making FNB a forward-looking innovative bank. This resulted in winning two FNB Innovation Awards as well as South African awards for publications and internal communication and a number of International Pearl Awards for communication.
I am currently Head of Customer Experience at African Bank. A role that entails evolving a sales organisation into a customer centric business. It has allowed for the comprehensive application of Customer Experience best practice. In just over a year this focus and execution has guided African Bank from 4th to 1st in the highly respected SA-csi Customer Satisfaction Survey. This rating also awarded my work with the Service Contact Centre which was ranked best in the industry. This makes African Bank the country’s most loved bank of 2020.