Michelle Nwoga

Group Chief Experience Officer at United Bank for Africa

Michelle Nwoga is the Group Chief Experience Officer at United Bank for Africa. Michelle has over 15 years of experience in customer service, customer experience, and engagement.

Nwoga began their career as a customer service representative for a small retail company. Michelle quickly rose through the ranks and was promoted to head of customer service. In this role, they were responsible for developing and implementing customer service strategy, improving customer facing processes, and managing customer complaints.

In 2019, Nwoga was recruited by Access Bank Plc to serve as Head of Customer Experience & Engagement. In this role, they were responsible for developing and implementing the bank’s CX strategy across all sectors including private, retail, business, corporate, and financial inclusion. Michelle also managed the bank’s customer loyalty program and collaborated with the technology team to improve the performance of customer transaction channels.

Under Nwoga’s leadership, the bank was able to enhance average revenue per user, reduce footfall in branches across the country, and provide better customer service recovery during outages. Michelle also played a key role in the successful integration of Access Bank and Heritage Bank following their merger in 2019.

Nwoga is a respected authority on customer experience and has been invited to speak at several conferences on the topic. In 2020, they were recruited by United Bank for Africa to serve as their Group Chief Experience Officer. In this role, they are responsible for leading the bank’s CX strategy and driving continuous improvement in the customer experience.

Michelle Nwoga has a Bachelor of Science (BSc) in Environmental Science & Business Management from the University of Westminster. Michelle also has a MSc in Management with a focus in Marketing and Organisation Management from Birkbeck, University of London. In addition, they have a certification in Digital Marketing Strategies from Northwestern University - Kellogg School of Management and a certification in User Experience Design from the University of Cape Town. Michelle also has a Professional Diploma in Digital Marketing from the Digital Marketing Institute and a Microfinance Management Development Program from Women's World Banking. Finally, they have a Prince2 certification from APMG.

They are on a team with Rao Anant - Group Head, Alternative Channel Sales, Nkechi Arizor - CEO, UBA Liberia, and Muyiwa Akinyemi - GM, Corporate Bank. Michelle Nwoga reports to Oliver Alawuba, Group MD & CEO.

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Timeline

  • Group Chief Experience Officer

    Current role

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