About Me
Driving Business Growth Through Experience & Innovation
With a strong foundation in customer experience management, digital transformation, and business strategy, I have led high-impact initiatives that drive measurable growth and operational excellence. My career spans leadership roles at United Bank for Africa, Hygeia HMO, Interswitch, and AI in Nigeria, where I have spearheaded large-scale programs that enhance service efficiency, elevate customer satisfaction, and accelerate business success.
By combining strategic vision with hands-on execution, I continue to shape transformative solutions that empower businesses to stay competitive, customer-centric, and future-ready.
Career Highlights
I specialize in crafting strategic solutions that seamlessly bridge customer needs with business objectives, driving long-term success, operational excellence, and sustainable growth.
Led a CX transformation strategy at a major financial institution, impacting 24 countries and contributing to a 164% increase in gross revenue.
Developed a Customer Lifecycle Management framework, strengthening strategic engagement and retention across key markets.
Established a CX School of Excellence, driving an 80% boost in employee engagement and embedding a culture of customer-centricity.
Championed fintech growth at Interswitch, spearheading a network expansion of 5,000+ agents within the first 11 months.
Led the set up and was the first dean of the Covenant Capital Business School, equipping 3,000+ entrepreneurs with essential business skills and growth strategies.
Recognized as a Finalist for the 2019 CX Leader of the Year Award, highlighting industry-wide impact and leadership in customer experience.
Produced AI in Nigeria’s groundbreaking InnovateAI Lagos Conference, shaping conversations on the future of artificial intelligence in Africa.
Design strategies that merge customer needs with business goals, fueling enduring success and growth
My Expertise
Throughout my career in business transformation, I have refined my expertise across multiple domains, offering strategic solutions that drive business success and sustainable growth.
Customer Experience & Digital Transformation
I design and implement CX strategies, customer journey mapping, Voice of Customer (VoC) programs, and digital transformation frameworks that enhance service delivery, engagement, and overall customer satisfaction.
Program & Business Management
I lead large-scale projects, craft business management strategies, and drive process optimization to improve efficiency, scalability, and operational excellence.
Leadership Development & Employee Experience
I empower teams through training, mentorship, and engagement programs designed to enhance productivity, foster innovation, and create a thriving workplace culture.
Growth Strategy & Advisory
I help businesses identify untapped opportunities, develop expansion strategies, and execute initiatives that fuel profitability and long-term sustainability.
Thought Leadership and speaking engagements
I actively contribute to global conversations on customer experience, innovation, and business transformation.
Events & Initiatives
Engaging with industry leaders to share insights and transform businesses and human capital across Africa.
I actively contribute to knowledge-sharing and industry innovation through conferences and events, including:
February 2025
AI-in-Nigeria InnovateAI Conference 2025
InnovateAI Lagos 2025 united top AI, technology, business, & policy leaders to explore AI-driven innovation across Africa.
February 2024
AI-in-Nigeria InnovateAI Conference 2024
Exploring the role of artificial intelligence in shaping customer experience and business growth in Africa.
October 2022
Covenant Capital/Uyo Career Conference
An initiative of The Covenant Nation to provide financial & advisory assistance to entrepreneurs within the church.
Join me at these impactful events and be part of conversations shaping the future of business and customer experience.
Transforming Businesses Through Innovation and Leadership
From leading customer experience overhauls in 24 countries to implementing digital experience frameworks that revolutionize service delivery, my expertise is rooted in crafting strategies that deliver measurable business impact. My work has enhanced service levels, increased customer satisfaction, and driven sustainable growth for leading organizations.
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Whether you’re looking to improve bottomline, customer satisfaction, enhance service delivery, or optimise customer insights, Ubong’s tailored approach and expertise can help you achieve your goals.
