Seema DeSouza is the Head of Customer Experience at CBA Group, where she supports all of the bank’s customer-facing activities. Seema has had a banking career that spans across 19 years. She started as a management trainee at CBA in mainstream bank operations in 1998 followed by several business development and relationship roles in the first four years of her career. She then moved to NIC Bank where she rolled out their Retail Banking arm through an innovative, customer-centric solution called MOVE. The success of MOVE was subsequently followed with her introducing the Gold and Platinum customer segments. She has since moved back to CBA Group where she re-launched their Private Banking proposition, re-structured the branches into a sales & service oriented model and was responsible for rolling out the first CBA Smart Branch model in 2014. She is now looking after the Customer Experience docket where she has transformed the Call Center into a more connected customer channel, created a platform for better customer engagement through an enriched CRM system and rolled out a customer engagement program that has resulted in CBA winning the Innovation Award & the Most Sustainable Customer Initiative Award from Institute of Customer Service Kenya in the last two years. Seema holds an MSc in International Business from Melbourne Business School in Australia, a BSC in Banking & International Finance from City University, London and SMLP certification from Strathmore Business School, Kenya.