Ajua Appoints Telkom Kenya’s Director of Customer Experience to Drive Customer-Centric Innovation Across Africa

By
Ronald Bwire
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Ajua, a customer experience (CX) intelligence platform, has appointed Claire Munene as its new Chief Experience Officer (CXO).

Claire rejoins Ajua from Telkom Kenya, where she served as Director of Customer Experience, to lead the company’s mission of empowering African businesses to thrive through data-driven customer insights.

“Claire’s return marks a defining moment both for Ajua and African businesses ready to unlock growth through customer-centric innovation,” said Nyasha Mutsekwa, CEO of Ajua. “Her unparalleled talent for translating customer insights into actionable, scalable strategies is perfectly aligned with our vision. Under her leadership, we’re poised to fast-track our mission: empowering African enterprises to thrive by deeply understanding—and delivering on—what their customers truly value.”

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Claire’s appointment marks a strategic homecoming. She previously held executive roles at Ajua from 2015 to 2020, including Vice President of Partnerships, Chief Operating Officer, and Head of Growth and Strategy. During this tenure, she spearheaded a 400% revenue surge across East Africa, West Africa, and the Caribbean, while forging landmark partnerships with industry giants like Safaricom through its SPARK Venture Fund.

Claire brings over 18 years of experience shaping Africa’s telecom and customer experience landscape. At Telkom Kenya, where she served as Customer Experience Director from 2020 to 2025, she led transformative growth—reducing service resolution times by 40%, boosting customer satisfaction through automation and training, and driving internal innovations that contributed to 30% of the company’s commercial revenue.

Earlier, at Safaricom, Claire pioneered products like Okoa Jahazi among other products(accounting for 30% of revenue during her leadership) and launched Africa’s first cash economy platform, Consumer Wallet. She also founded the Safaricom Academy, cultivating tech and entrepreneurial talent across the region.

Her work has shaped partnerships with global brands (McKinsey, Harvard, Kenya Airways) and telecom leaders (Airtel, MTN, Digicel), positioning her as a trusted architect of customer-centric growth.

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