Pauline Macharia

Pauline Macharia

Chief Customer Experience Officer (CCXO), SBM Bank (K)

Pauline drives provides executive leadership and advocacy for Customer Experience and Business Operations that positively contributes to the bottom line; She is an Accredited Customer Experience Professional (AXPA) with a career spanning over 20 years.

Pauline has a global outlook marked with exemplary leadership expertise attributed in her ability to define and execute strategy, operations and relationship service models across London, Singapore, South Africa, Dubai and Germany.

She is a graduate of Advanced Management Program 2013 from Strathmore University, IESE Business School, Spain; holds a Bsc in Information and Computing Science from University of Wisconsin, Green Bay, USA. As part of her repertoire of experience, she has a track record traversing in Financial Services, Telecommunications, Airline, Medical and Travel Security Risk Management firms including Lufthansa Airlines, International SOS, Bharti Airtel Africa, Chase Bank and SBM Kenya Ltd. Her multifaceted approach has contributed to the expansion of these workplaces through Customer Experience Management, Business Operations, Marketing, Business Development and Service Delivery.

Pauline is customer-centric with outstanding commercial skills, ability to establish key stakeholder relationships, and interface with customers and senior management at board level to support business objectives.

As Chief Experience Officer (CCXO), she is responsible for the total relationship of customers to ensure optimal experience for the entire customer journey across all touch points and leveraging best practices in design and user experience to gain market share.

Pauline is a Thought Leader and Influencer and when she is not at work you will find her seated in a forum learning something new or facilitating a session on Transformational Leadership and nurturing young global leaders, most recently she has shared her expertise as follows:

  • “Creating WOW Memories - The Ultimate Goal of CCO - The Digital Journey” – CX Transformation Summit, 2019
  • “Providing an Impressive banking experience by delivering new generation Customer Experience” Customer Experience Management Forum, East Africa, Jun 2017
  • “Reshaping the Future of Women in Corporate Leadership” – Federation of Kenya Employers, Female Future Kenya Graduation, Oct 2017
  • Digital Transformation – Lead the 21st Century with Modern Business Applications - Oracle Modern Business Forum, #Oracle MBF, Nov 2017

Pauline is marketplace leader and a true global citizen with a soft spot for her motherland, Africa.

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