Management
Business Services
Josiane Niyonzima
Customer Experience Manager
Josiane Niyonzima leads Customer Experience, ensuring all clients receive exceptional service across all touchpoints. Her focus on customer journey optimization and feedback management has significantly improved customer satisfaction and retention rates.
Areas of Expertise
Customer Experience
Service Design
Customer Feedback
CRM
Customer Retention
Education
MSc, Customer Experience Management
Henley Business School
2017
BA, Business Administration
University of Burundi
2013
Josiane Niyonzima: Professional Experience
Customer Experience Manager
2021 - Present
Leading customer experience initiatives.
CX Specialist
MTN Rwanda
2017 - 2021
Customer experience optimization for telecom.
Customer Service Supervisor
KCB Bank
2013 - 2017
Led customer service team.
Key Achievements
1
Improved NPS score from 35 to 65
2
Reduced customer complaints by 50%
3
Implemented voice of customer program
