Micheu “Mich” Njiru is the Director of Customer Excellence at KCB Bank Kenya and is celebrated as a visionary, creative, strategic and empowering leader in enhancing customer experience. With over 25 years of experience in the retail, FMCG, financial and telecommunication industries, Mich has played a pivotal role in establishing foundations which foster a customer centric culture by enabling an empowering environment, setting best in industry customer excellence standards, designing and transforming customer engagement models and customer service delivery processes. This has earned him the industry brand name of the ‘CX Doctor’.

In his current role, Mich is responsible for overseeing the overall design and delivery of the customer obsession strategy for KCB Bank Kenya, with a sound balance between business and regulatory frameworks, sustainable business practices and delivery of memorable customer experiences through empowering and leading cross-functional teams, developing customer feedback loops, and implementing and tracking requisite performance metrics.

He has steered the design and successful implementation of top of class customer excellence functions and solutions in the region, with a special skill in delivering unified contact centers, integrated and robust customer relationship management solutions, collaboration and other end user solution-oriented applications.

Mich holds a degree in International Business Administration from the United States International University, Post graduate diplomas in Business Management, Business Administration and Management and Operations from the University of Liverpool and is a London Business School alumni in their Advanced Management Program (AMP). Mich is Global Net Promoter Score (NPS) Certified by Owen NPS USA and an active member of the Global Customer Experience Professionals Association - CXPA.

His exemplary work is honored and recognized locally and internationally and holds accolades such the Audience Choice Award by Exotel Executive Awards, the Global CX Leader Award by Awards International, the Global CX Team of the Year Award by the Awards International. He is an Honorary Advisory Board member of the Customer Experience Evolution Africa, Member, International Call Management Institute – ICMI – USA, Founder Director, Institute of Customer Experience – ICX Kenya and Council Member KAG EAST University.

Beyond his professional commitments, Mich actively participated in motorsport and is a 2-time national navigator champion. He is a member of the Rotary Club and engages in activities touching on community and social impact. He is also involved in the Twakutukuza Trust that supports individuals and families going through cancer and takes time to also mentor boys in various institutions and social set-up. He enjoys a good cup of coffee, chilling out with his family and loves the outdoors and the fresh out-of-town air.