Responsible Finance Team Christine Wanjiru Gachui


Client Protection Expert
Nairobi, Kenya

Christine Wanjiru Gachui is a Manager in MicroSave’s Inclusive Banking and Finance domain. She is a consultant with seven years’ experience in retail banking operations, foreign exchange and credit, customer service and marketing through projects for banks and MFIs in Kenya and Ghana. Her work focuses on: developing marketing and customer service strategies, market research and product development, and set up of banking operations.

Examples of her recent work include:

  • Social performance management (SPM) assessment at Opportunity Kenya Limited in Kenya, funded by Opportunity International: Conducting the assessment using SPI 4 tool on training staff on the use of SPI 4, developing social goals and indicators and developing an action plan to be implemented in the pilot phase of social data collection, analysis and reporting. (2015)
  • Review of customer feedback collection, analysis and reporting process for agency banking at Equity Bank Limited in Kenya, funded by GAFIS: Developing process maps for an effective and efficient customer feedback collection and resolution mechanism from various customer touch points within the agency channel. (2014)
  • Social Performance Management (SPM) Assessment of Opportunity International DRC, DRC, funded by Opportunity International: Conducting SPM assessment for OI DRC using USSPM framework and providing relevant technical assistance. (2014)
  • Customer Satisfaction Measurement of Equity Bank Limited Agency Channel in Kenya, funded by GAFIS: Conducting a tele-survey to measure the satisfaction levels for equity agents and customers and developing customer satisfaction report with recommendations for improvement. (2013)
  • Customer Experience Strategy for Equity Bank Limited Agency Banking in Kenya, funded by GAFIS: Developing customer service measurement tools; conducting interviews with agents and customers; consolidating and analysing findings; and developing a customer satisfaction report with recommendations for improvement. (2013)

Prior to joining MicroSave, Christine worked with a leading commercial bank in Kenya for 5 years where she gained experience and skills in the areas of customer service and marketing, branch operations, foreign exchange and credit. She graduated with a First Class Honors in Bachelor of Commerce (Marketing) from the University of Nairobi and is currently working on her thesis for her Masters in Banking and Finance – Micro Finance option. Christine is fluent in English and Kiswahili.