Chidera Okolie

WORK HISTORY

EDUCATION

ABOUT CHIDERA OKOLIE

I love financial services. I love CX. I love building products. And I love optimising processes.For the past 5+ years, I’ve worked at the intersection of process design, customer experience, and product strategy — helping banks and fintechs transform how customers interact with their services, and how businesses measure success.Most recently, I was Process Design & Customer Experience Strategy Lead at a national bank with 4M+ customers, where I led journeys across B2B, B2B2C onboarding, lending cards, and digital adoption. Some wins include:Cutting onboarding time by 83% and cost-to-serve by 62%.Reducing debit card delivery time from 30 to 10 days and driving a 90% increase in card transactions.Embedding a CX governance framework with KPIs, SLAs, and Adobe Analytics dashboards, turning journey maps into actionable performance tools.Beyond in-house work, I’ve consulted for a YC-backed fintech and trained 350+ professionals worldwide as a facilitator with UXPressia, sharing how to design data-led, insight-driven journeys that balance customer empathy with commercial value.I also hold an MBA from the University of Surrey, where my research focused on barriers to Open Banking adoption in the UK — sharpening my understanding of the industry’s future and how regulation, technology, and customer needs converge.For me, customer journeys aren’t just artefacts — they’re the blueprint for better business. Seamless experiences should affect the bottom line, eliminate waste, and create real value for customers.When I’m not mapping or optimising journeys, I’m usually running or learning German on Duolingo. And if we get friendly, you can call me “Chi Chi.”