Adetola Taiwo is the Chief Experience Officer, overseeing the entire customer journey and driving exceptional after-sales experiences.
She is a visionary customer experience leader with over two decades of strategic and operational expertise in the financial services sector. As Chief Experience Officer, she champions a customer-first philosophy, driving transformative initiatives that integrate service excellence into core business strategy and deliver measurable impact on customer loyalty, brand equity and organisational growth.
Throughout her career, Adetola has consistently combined strategic insight with operational execution to redesign customer journeys, elevate service standards and foster a culture of excellence across multiple institutions.
Her leadership approach blends strategic vision with operational rigour, positioning her as a key driver of customer-centric transformation, corporate governance priorities and sustainable business growth in an increasingly competitive landscape.
Fluent in English and French, and actively learning Portuguese, Adetola brings a global perspective to leadership, leveraging cultural fluency and market insight to deliver exceptional customer outcomes across diverse geographies.
Previous Roles
- At Skye Bank, she was instrumental in the bank’s expansion into new African markets, shaping cross-border customer engagement strategies.
- At Ecobank, she strengthened the bank’s pan-African presence as International Liaison Manager, bridging relationships across Anglophone, Francophone and Lusophone regions.
- At Heritage Bank, she led the Complaints Management and Customer Education function, building trust and transparency at scale and winning a recognition award from the regulators as the Most Service-Focused Bank.
- Her tenure at ARM marked a pivotal moment, where she restructured the Customer Experience Management team, institutionalised service excellence frameworks, and achieved a leap in service levels from 22% to 97%.
- At Chapel Hill Denham, she built the first customer service team, established a fully integrated contact centre, and collaborated on the development of the firm’s retail investment mobile app, driving digital innovation in customer engagement.
Education, Professional Qualifications and Membership
She has completed academic and executive programs across prestigious international institutions, including a Bachelor’s degree from Lagos State University, advanced management training at the Lagos Business School, executive education at the IESE Business School in Barcelona, and MBA and specialised programs at the Paris School of Business and Collège de Paris. This diverse educational background has equipped her with a global perspective and strong leadership acumen. She holds professional memberships with CXPA Nigeria and Francophones in Nigeria.
