The Leader of the Year Award
This award recognises women who are at the forefront of leading customer experience and technology. These women inspire us by role-modelling the Women in CX values of courage, collaboration, inclusivity, authenticity, and audacity. They are highly influential within their organisations, among their colleagues, and across the wider community. These women have demonstrated a tangible impact on business performance through the CX initiatives they have led and are undoubtedly paving the way for others to succeed through their commitment to the development of others.
Winner!
Elizabeth Okomba
Group Director Customer Experience, Equity Group Holdings
Elizabeth Okomba has been named CX Leader of the Year for her extraordinary contributions to transforming customer experience across the African financial services landscape. As Group Director of Customer Experience at Equity Group Holdings and formerly at NCBA Bank, Elizabeth’s leadership has redefined what CX can achieve, shaping organisational strategy, talent development, and technological innovation at scale.
Beginning her career in aviation at Virgin Atlantic Airways, Elizabeth brought a unique people-first mindset to banking when she entered the sector in 2012. At NCBA Bank, she played a pivotal role in Africa’s largest banking merger, leading cultural integration through the “Customer Experience the NCBA Way” framework. Her three-phased approach—mindset, skillset, and toolset—brought lasting behavioural change and positioned NCBA as the “#1 Most Customer-Obsessed Brand in East Africa.”
Now at Equity Group, she is spearheading a group-wide digital CX strategy serving 30 million customers across six East African markets. Her alignment of CX with the organisation’s Triple Engine Model, encompassing commercial, sustainability, and social objectives, has embedded customer-centricity into the core of the business. Elizabeth’s leadership has delivered measurable results, from improved resolution rates and digital engagement to significant reductions in customer complaints.
Judge’s comment:
“Elizabeth, you are a credit to the organisations you have worked with, your colleagues, your country and the entire African continent! Your passion and drive have delivered so much, and I have no doubt there is more to come. Bravo!”
Elizabeth’s visionary initiatives include the establishment of Africa’s largest Robotics Process Automation Centre of Excellence and the early implementation of Generative AI across customer service functions. She transformed mobile banking experiences through enhanced UX and introduced AI-powered tools in contact centres, knowledge management, and CRM systems.
Beyond technology, Elizabeth is equally celebrated for her cultural and organisational influence. She established governance structures like the Service Steerco, secured board-level sponsorship for CX, and ensured all major business initiatives underwent CX evaluation. Through structured programs like CX Tuesday and peer-to-peer service ratings, she created a culture where customer experience is everyone’s responsibility.
Judge’s comment:
“Exceptional, highly impactful and innovative at scale. Exemplary leadership in financial services, not in one company or country, but regional and industry as a whole.”
One of Elizabeth’s proudest achievements is the CX Go-Igniters Program at NCBA, which identified and nurtured CX champions across all departments. This initiative created formal pathways into CX leadership, especially for women and junior staff, resulting in increased representation, promotions, and a sustainable engine for internal development. Now embedded at Equity Group, the program is helping to shape the next generation of CX leaders.
Judge’s comment:
“Elizabeth’s submission reflects world-class CX system leadership. She didn’t just lead change [...] she built systems, governance, and internal champions that make change scalable and sustainable. [...] She’s not only elevating CX—she’s rewriting the playbook for financial services.”
Elizabeth, your work is transforming the future of customer experience across Africa AND financial services—one leader, one innovation, one life-changing moment at a time. Congratulations on winning 2025 Women in CX Leader of the Year, you really deserve it!
Highly Commended!
Alison Jaap
Transformational leader, Formerly Ovo Energy
With over 25 years of experience spanning energy, financial services, and the public sector, Alison Jaap has consistently delivered large-scale transformation with people at the centre. Her leadership is defined by a rare blend of strategic clarity, operational rigour, and human-centric values that empower teams to thrive while achieving measurable business results.
At OVO Energy, Alison led a series of ambitious customer experience initiatives that redefined the utility provider’s service culture. Through a unified “Great Service Every Time” strategy, she aligned 4,000+ colleagues around customer-first outcomes, reduced operational complexity, and embedded digital and AI tools that supported both customers and employees.
Her commitment to inclusive leadership was most evident in her development of “T-shaped” leaders—individuals combining deep operational knowledge with strategic decision-making capabilities. Through a structured and hands-on programme, Alison empowered 21 leaders to redesign journeys, drive innovation, and own outcomes. Her influence extended across the organisation, improving customer satisfaction and employee engagement while reducing cost and complexity.
Alison’s people-first ethos and ability to “ignite belief” has left a lasting legacy not only at OVO but across the wider CX industry.
Judge’s comment:
“Alison demonstrates rare mastery in both the strategic and human dimensions of CX leadership. Her transformation of OVO Energy is a model for industry-wide excellence.”
Judge’s comment:
“This is one of the most complete examples of talent development I’ve seen. Alison’s ‘T-shaped’ leadership model is a blueprint for scaling CX transformation.”.
Highly Commended in the Leader of the Year category, Alison Jaap’s work stands as a powerful example of what’s possible when strategy, technology and humanity come together to serve both customers and colleagues.
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