Jane Mburia has over 16 years of experience in the financial services industry with primary focus on customer experience management within retail, operations , business and corporate investment banking. She is currently the Head of Customer Experience at Co-operative Bank of Kenya a top tier local bank and is accountable for overseeing the implementation of a robust customer experience strategy across the entire business . Prior to joining Co-operative bank Jane worked for multinational financial institutions including Barclays and Citibank .Her experience at Barclays Africa encompassed regional senior level leadership overseeing and driving customer experience strategy over 12 countries in Africa. Jane’s track record of being customer focused is further complimented by exceptional inter-personal and stakeholder management skills which has been pertinent to her success in working with diverse multi cultural teams both at local and regional levels for the delivery of exemplary customer experience management and evolving strategy development. Jane holds a Bachelor’s Degree in International Business – Finance from the United States International University . She has since attended several post graduate courses including accreditation in Customer Experience Management from University of Pretoria, South Africa. Jane is a member of the Institute of Customer Experience ( ICX – Kenya ) and is passionate about harnessing her knowledge and experiences gained over the years to positively contribute towards Transformational Leadership , Business strategy development , Coaching and Mentoring.