Dianah Gwosanze

Dianah Gwosanze is a seasoned Customer Experience leader with over 16 years of expertise driving customer satisfaction, operational excellence and strategic growth. Her experience spans banking, insurance and investment, telecommunications, and leisure and hospitality, where she has consistently transformed customer-facing operations into drivers of business value.

She currently serves as Head of Client Experience at Absa Bank Uganda Ltd, where she leads the client experience strategy, champions a customer-centric culture, and drives initiatives that enhance service delivery and loyalty.

Previously she served as Head of Customer Experience at UAP Old Mutual Life Assurance, and as Customer Retention & Development Collection Manager at Orange Uganda Ltd. Her career foundation includes progressive leadership roles as Customer Retention Supervisor, Customer Retention Executive and Contact Centre Executive at Uganda Telecom, where she honed her expertise in retention strategy, service operations and customer engagement.

She is passionate about building customer-centric organisations that balance efficiency with empathy. Her leadership is defined by a relentless focus on improving customer satisfaction, optimising customer journeys and empowering teams to deliver exceptional experiences.