About

Result driven Senior Business Analyst and Digital Transformation professional with 7 years of combined professional, research, strategy, and transformation experience analyzing business processes, identifying improvement opportunities, and delivering technology-enabled transformation across public sector, financial services, healthcare, insurance, telecommunications, and social impact. Experienced in business situation analysis, process improvement, stakeholder engagement, benefits tracking, data analysis, automation, and systems integration. CBAP-certified, with AWS Solutions Architect, AWS AI Practitioner, and Product Management credentials. Passionate about digital transformation.

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Experience

J O

Work experience
  • October, 2024 - October, 2025
  • Fulltime
  • Led business situation analysis and modernization planning across national digital health, financial inclusion, and
  • social-impact platforms, identifying service gaps, process inefficiencies, regulatory requirements, system
  • dependencies, and opportunities for digital transformation.
  • Translated current-state findings into future-state processes, business rules, functional requirements, integration
  • requirements, and HLD and LLD inputs, collaborating with solution architects, engineers, government
  • stakeholders, and operational teams to ensure solutions aligned with enterprise architecture standards.
  • Supported the modernization of SHA Lipa Pole Pole, an Insurance Premium Financing product, by separating
  • stable services such as eligibility assessment from configurable contribution amounts and payment periods,
  • enabling faster changes with reduced disruption to core services.
  • Conducted post-launch customer research and root-cause analysis for the *147# healthcare self-service channel by
  • analyzing customer-care calls, recurring enquiries, and usability barriers. Translated findings into journey
  • improvements that reduced daily support calls by 98%, from approximately 5,000 to 100 per day.
  • Supported the design of an interoperable Health Information Exchange Gateway, defining requirements for secure
  • data exchange across national registries, healthcare facilities, citizen-facing applications, integration layers, and
  • external systems serving millions of Kenyans.
  • Supported product definition and business-rule design for the Hustler Fund 2.0 bridge-loan solution, translating
  • debt-recovery requirements into testable system rules.
  • Partnered with test engineers to validate loan-recovery rules and support seamless deployment, contributing to the
  • recovery of 20 million of defaulted loans during the initial phase.
  • Established a consortium-wide Change Request governance framework, standardizing change submission, impact
  • assessment, stakeholder approval, requirements traceability, implementation control, and communication while
  • reducing the risk of platform disruption.
  • Supported government approval of priority digital-health requirements, enabling progression from analysis to
  • national implementation and unlocking revenues in implementation milestones for the consortium.
  • Defined and reviewed SLAs and OLAs for national digital platforms, establishing service-performance measures,
  • ownership responsibilities, escalation procedures, support expectations, and operational accountability.
  • Facilitated cross-functional discovery and validation workshops with government agencies, healthcare providers,
  • architects, engineers, technology partners, and programme teams, building consensus around modernization
  • priorities, regulatory obligations, risks, and implementation decisions.
  • Led biometric deployment and operational-readiness activities across 60 service sections during a secondment to
  • Kenyatta University Teaching, Referral and Research Hospital, resolving device, configuration, workflow, and
  • Client Registry integration dependencies to enable reliable biometric enrolment and patient-data retrieval.
  • Facilitated knowledge transfer and operational-readiness sessions for Subject Matter Experts and delivery teams,
  • strengthening adoption, internal capability, and sustainable ownership of modernized platforms and processes.

J O

Work experience
  • Led product and solution definition for an AI-powered Insurance Retrieval-Augmented Generation chatbot,
  • guiding a multidisciplinary team to First Runner-Up recognition at the Microsoft Global Hackathon 2024.
  •  Defined the AI use case, product vision, knowledge-retrieval requirements, customer journeys, backlog, user
  • stories, and acceptance criteria.
  • Engineered business and functional requirements for Agent Portal, Customer Portal, and CRM modernization
  • initiatives, supporting digitization and integration of customer-facing and back-office insurance processes.
  • Led customer-journey redesign and functional validation for the JAMHUB self-service platform, enabling
  • investment customers to manage and track their portfolios digitally.

J O

Work experience
  • Led the modernization of insurance operations across Kenya, Uganda, and Tanzania by analyzing current-state
  • processes and designing standardized future-state digital workflows, enabling the implementation of 82 intelligent
  • automation solutions across high-impact business functions such as customer onboarding, claims, KYC, premium
  • receipting, remittances, and financial reconciliation.
  • Facilitated enterprise-wide process discovery and opportunity-assessment workshops, identifying more than 100
  • transformation opportunities and informing a four-year Intelligent Automation Roadmap aligned with strategic
  • priorities, operational efficiency, and customer outcomes.
  • Established ROI measurement frameworks to track and demonstrate business value realization, including
  • reductions in manual effort, improved turnaround times, enhanced customer experience (NPS), strengthened
  • regulatory compliance, and increased process accuracy through close collaboration with engineering and business
  • stakeholders.
  • Designed business frameworks, process models, and solution blueprints supporting the adoption of Artificial
  • Intelligence (AI), Machine Learning, Process Mining, and Intelligent Automation across high-impact business
  • functions including customer onboarding, claims processing, KYC verification, premium receipting, and financial
  • reconciliation.
  • Owned the modernization lifecycle from discovery and business-case development through requirements
  • definition, future-state design, UAT, deployment, adoption, performance monitoring, optimization, and retirement
  • assessment, ensuring solutions delivered measurable business value.
  • Spearheaded the concept and business case for a reusable KYC Verification Repository, reducing dependency on
  • repeated third-party verification requests, lowering operational costs (from sh.5 per query to sh. 0 per query),
  • accelerating customer onboarding, and improving overall process efficiency across multiple business units.
  • Analyzed automation utilization, runtime, transaction volumes, exceptions, accuracy, and business-impact data to
  • track benefit realization, identify performance trends, and recommend whether solutions should be scaled,
  • optimized, redesigned, or retired
  • Facilitated knowledge transfer and operational-readiness sessions for Subject Matter Experts and business teams,
  • accelerating adoption, strengthening internal capability, and enabling sustainable ownership of modernized
  • processes

J O

Work experience
  • September, 2022 - March, 2023
  • Fulltime
  • Led development of Legal Contract Management System using SharePoint, Power Apps, and Power Automate.
  • Supported implementation of the Transformation Dashboard and Mental Wellness Platform.
  • Managed business analysis for the Jubilee Asset Management Investment Portal.
  • Led report requirement gathering activities for the automation of reports.
  • Prepared executive-level reports presented by the Group CIO.

J O

Work experience
  • Supported economic and policy research for the Association, translating emerging economic issues into insights
  • for student programmes, debates, and strategic decision-making.
  • Contributed to organizational strategy, leadership succession, and member engagement, including interviewing
  • incoming leaders and assessing their readiness to advance the Association’s objectives.
  • Researched and recommended economic and public-policy topics for debate competitions, promoting evidencebased dialogue and critical thinking.
  • Supported the coordination of Corporate Social Responsibility initiatives and represented the Association in
  • academic, institutional, and external engagements.
  • Represented Kenyatta University at the National Economic Symposium 2020, presenting “An Assessment of the
  • Sustainability of Kenya’s Current Account Deficit” and emerging First Runner-Up.

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