Elisha Mwita

About Elisha Mwita

With over 8 years of experience in product ownership and business analysis, I specialize in driving impactful solutions in industries such as healthcare, retail pharmacy, utilities, and insurance. At Kroger Technology & Digital, I lead the IVR and CaaS product strategy, enhancing inbound and outbound communication systems for over 7 million retail pharmacy patients. By collaborating with cross-functional teams, vendors, and business stakeholders I have contributed to improving workflows, increasing call resolution rates, and reducing customer drop-rate, while aligning strategies under a unified omnichannel patient outreach framework. Certified as a Six Sigma Green Belt and SAFe® 6 Product Owner/Product Manager, I leverage my skills to optimize processes, accelerate feature delivery, and support enterprise priorities. My mission is to deliver data-driven solutions that enhance customer experience and operational efficiency, partnering with engineering, analytics, and leadership teams to achieve organizational goals.

Experience

1. Product Owner

   Kroger Technology & Digital

   Aug 2024 — Present · Chicago, IL, US

   Drive the IVR and CAAS product strategy to strengthen Kroger’s inbound and outbound communication ecosystem across pharmacy and clinic networks. Lead initiatives that improved call routing accuracy and reduced average handling time by 15%, elevating customer experience for 7M+ pharmacy users. Partner with engineering, analytics, and vendor teams to accelerate feature delivery by 25%, aligning execution with enterprise priorities. Use data-driven insights to optimize workflows, increasing call resolution rates by 10% and reducing customer drop-off. Collaborate with senior leadership to align inbound and outbound strategies under a unified omnichannel engagement framework, supporting Kroger’s goal of converting 2M+ new pharmacy customers while advancing organizational OKRs.

Education

• Loyola University Chicago

  Master of Science - MS, Information Technology