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Mercy Kagu is a seasoned professional with extensive experience in customer experience and relationship management. Currently serving as a Customer Experience Consultant at KCB Bank Group since July 2006, Mercy has pioneered customer-centric process improvements and fostered a culture of continuous enhancement through diligent analysis of customer feedback. Previous roles include Relationship Officer focusing on micro business customers, Key Accounts & Administrator Officer overseeing branch costs, and Merchant Relationship Executive at Mastercard, where notable achievements include onboarding merchants and receiving customer accolades. Mercy's early career includes positions at GSK, Nu Metro Theatres, and the United Nations Office at Nairobi, complemented by a Master's degree in Corporate Communications from Daystar University and a Bachelor's degree in Commerce with a focus on Finance from The Catholic University of Eastern Africa.