Ajua, a leading African customer experience intelligence platform, has announced the return of Claire Munene as its new Chief Experience Officer (CXO). Claire, a seasoned leader in telecom and digital customer experience, rejoins Ajua with a bold mandate: to deepen the platform’s commitment to transforming African businesses through customer-centric innovation.
Claire Munene’s Strategic Return to Ajua
This move marks a strategic homecoming for Claire, who previously served Ajua in senior leadership roles from 2015 to 2020. During that period, she held positions including Vice President of Partnerships, Chief Operating Officer, and Head of Growth and Strategy. Her leadership was instrumental in driving a 400% revenue increase across key markets such as East Africa, West Africa, and the Caribbean. She also played a critical role in establishing partnerships, notably with Safaricom through its SPARK Venture Fund.
Experience Across Africa’s Leading Telecom Players
Claire’s professional journey spans over 18 years across major African telecom and tech organizations. Most recently, she served as Director of Customer Experience at Telkom Kenya (2020–2025), where she led transformative initiatives that:
- Reduced customer service resolution times by 40%
- Enhanced satisfaction metrics through automation and training programs
- Introduced innovations contributing to 30% of the company’s commercial revenue
Her earlier roles at Safaricom were equally impactful. She is credited with launching several key products, including Okoa Jahazi, which accounted for 30% of the company’s revenue during her leadership. She also pioneered Africa’s first cash economy platform, the Consumer Wallet, and established the Safaricom Academy—a vital hub for nurturing tech talent and entrepreneurship.
Claire’s Broader Impact Across the Industry
Claire’s influence extends beyond Kenya’s borders. She has led customer growth strategies and partnerships involving global consultancies and corporations such as McKinsey, Harvard University, Kenya Airways, and telecom operators like Airtel, MTN, and Digicel. Her return to Ajua reflects the company’s renewed focus on leveraging customer data as a core engine for business growth across the continent.
Leadership Vision at Ajua
According to Nyasha Mutsekwa, CEO of Ajua:
“Claire’s return marks a defining moment both for Ajua and African businesses ready to unlock growth through customer-centric innovation. Her unparalleled talent for translating customer insights into actionable, scalable strategies is perfectly aligned with our vision.”
Ajua believes Claire’s leadership will fast-track its mission of equipping African enterprises with tools to understand and serve their customers better—driving scalable impact in a globally competitive market.
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