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Wonga

Lameez is the Customer Experience Lead at Wonga Online and member of the Senior Leadership Team. A commission member of the Africa CX Leaders Forum’s CX Index Research Commission, developing Africa’s first standardised CX benchmark, she brings a career built across every touchpoint in the customer journey: from call centre agent to complaints leadership, root cause analysis, user experience management, and CX strategy. Her philosophy is simple: the best customer experience is the one that requires no intervention at all. Under her leadership, Wonga’s NPS reached 91.1, while the company’s Hello Peter TrustIndex more than doubled from 3.1 to 7.0+. She has also led key CX transformation initiatives including AI-powered feedback analysis, CX governance through executive-level CX councils, and the rollout of omnichannel customer engagement strategies.