Founder and President – CXP Ghana Association| Managing Consultant REAM CXC Ltd| Bachelor of Arts English and French| EMBA Strategic Human Resource |Certified Customer Service Expert |Accredited Customer Experience Professional
Esther Dokuwaa Ofosuhene is a customer experience professional and enthusiast known in the customer experience circles as #TheQueenofCX Ghana. She has over 15 years’ experience in CX consulting, delivering CX strategy and driving CX transformation for both local and international organizations across several industries in Ghana – Telecommunication, Banking and Finance, Energy, Automobile, Retail, FMCG, Fintech, Hospitality, Education and Insurance. Esther is a member of the Global Customer Experience Professionals Association (CXPA); a Judge of Contact Centre World Awards; a Mentor and a CX Conference Speaker, an Ambassador for Contact Centre World in Ghana, and a founding member of Women in CX.
Esther was a finalist in the 2020 Contact Centre World Industry Champion Award and was named among the Top 25 CX Leader Award in 2020.
Esther is the Head of Customer Experience Management at First National Bank Ghana (erstwhile GHL Bank plc) where she is the custodian of Experience and Culture. Before GHL Bank plc, Esther was Head, Customer Experience at Vodafone Ghana Ltd, a leading Telecommunication company in Ghana where she drove experience across the organization;
Prior to Vodafone, Esther occupied the role of Head, Customer Care and Service Excellence with PEG Africa Ltd, the biggest off grid solar home financing company for the unbanked in West Africa; with direct oversight of customer experience in 28 branches across 7 regions in Ghana.
Esther also worked over 8 years with Ecobank, as Unit Head in the Group Contact Centre with oversight of the telemarketing operations of the Ghana contact centre and partial oversight of the operations in the Kenya, Cote D’Ivoire, Cameroon and Nigeria Contact Centres.