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Nyambura Ndung'u currently serves as the Head of Customer Experience at SBM Bank Kenya, a position held since June 2022, focusing on enhancing customer satisfaction and operational efficiency through executive leadership in customer experience initiatives. Prior experience includes roles such as Acting Head of Customer Experience and Senior Manager of Service Experience at SBM Bank Kenya, where significant improvements in Net Promoter Score and service consistency were achieved. At Co-operative Bank of Kenya, Nyambura led the Customer Experience strategy and digital initiatives as Manager of Service Excellence and Customer Insights. Previous positions also include Manager of Quality Assurance and MI at Commercial Bank of Africa and Quality Assurance Analyst at Co-operative Bank of Kenya. Nyambura holds a Master of Business Administration in Strategic Management from Kenyatta University and a Bachelor of Arts in Political Science and Government from the University of Nairobi.