UBA Ghana’s Edwina Darfour named CX Practitioner of the Year

UBA Ghana has honored Edwina Darfour, Acting Head of Customer Experience, by naming her CX Practitioner of the Year at the 2026 Customer Experience Professionals Ghana (CXX) Awards. To Edwina, true customer experience transcends merely providing good service; it involves comprehending individuals, simplifying their lives, and ensuring that every interaction leaves a lasting positive impact. Through her commitment to this philosophy, she has earned this esteemed recognition.

In the realm of banking, it is often the small gestures that make the most significant difference – handling complaints with empathy, streamlining processes, or ensuring customers feel genuinely heard. Edwina's dedication to these principles is at the core of what she believes makes customer experience meaningful.

With over a decade of experience in financial services, Edwina has built her career on the belief that customers should always be the top priority. Now serving as Acting Head of Customer Experience at UBA Ghana, her mission is to transform this belief into enhanced service, more robust relationships, and more significant customer interactions.

Her journey into customer experience has been driven by curiosity, continuous learning, and a steadfast commitment to improving service. Prior to joining UBA Ghana, Edwina worked at a financial contact center, where she climbed through various roles, eventually becoming a Team Lead in Quality Assurance and Analytics. This experience provided her with invaluable insights into service quality, performance monitoring, and the role of data in pinpointing gaps and enhancing customer satisfaction.

However, for Edwina, customer experience is not solely about numbers, processes, or performance reports. It fundamentally revolves around understanding the people behind them. At UBA Ghana, her responsibilities encompass customer feedback, complaint management, digital customer experience, mystery shopping, service standards, and the development of a customer-focused culture.

By integrating people, processes, and technology, she supports the Bank's ongoing efforts to make banking more convenient, responsive, and customer-friendly.

UBA Ghana's efforts align with a broader customer experience journey that was recently acknowledged by KPMG. In 2022, the Bank was recognized as Ghana's leading retail bank in Customer Experience, and in 2023, it was ranked among the top three retail banks. In October 2026, Edwina's unwavering dedication to the profession earned her further recognition when the CXX Awards bestowed upon her the title of CX Practitioner of the Year Banking.

UBA Ghana celebrates Edwina's remarkable achievement and remains deeply proud of her unwavering commitment to delivering exceptional customer experiences.