Stephen Essien
About Stephen Essien
Stephen Essien serves as the CX Director for Africa at d.light, where he has worked since 2021. With extensive experience in customer experience and business strategy, he has held leadership roles at various organizations, including ZOLA Electric and Millicom.
Work at d.light
Stephen Essien serves as the Customer Experience (CX) Director for Africa at d.light, a position he has held since 2021. Based in Kenya, he oversees the development and execution of customer experience strategies across various segments and product categories. His role emphasizes customer retention and product upselling strategies, ensuring that the organization meets the needs of its diverse customer base. He has been instrumental in optimizing costs and improving service delivery within the company.
Previous Experience at ZOLA Electric
Before joining d.light, Stephen Essien worked as the Country Managing Director at ZOLA Electric (ZEGHA Energy Ghana) from 2018 to 2021. In this role, he was responsible for leading operations and strategic initiatives in Ghana. His leadership contributed to the company's growth and expansion in the renewable energy sector, focusing on providing sustainable energy solutions to underserved communities.
Education and Expertise
Stephen Essien has a strong educational background in business administration and management. He earned a Master of Business Administration (MBA) from the University of Liverpool, studying from 2016 to 2019. He also holds another MBA in Leading Innovation and Change from York St John University, completed in 2013. Additionally, he obtained an Executive Certificate in Leading and Managing Organizations from Accra Business School in 2020. His education is complemented by a Bachelor's degree in Small Business Administration/Management from the Graduate School of Governance and Leadership.
Career Background
Stephen Essien has extensive experience in various leadership roles across multiple industries. He has worked at Millicom (Tigo Ghana) in various capacities, including Chief Business Officer and Director of Customer Operations. His career also includes significant positions at Vodafone, where he served as Head of Customer and User Experience and Head of Vendor Management. Additionally, he has experience in telecommunications as a Senior Call Centre Manager at Zain and as a Trade Marketing Executive at Accra Brewery Limited.
Speaking Engagements and Contributions
Stephen Essien has been recognized for his expertise in customer experience and business transformation, leading to speaking engagements at international conferences. He discusses topics such as Commercial Transformation, Customer Experience, Customer Acquisition, and Corporate Management Best Practices. His insights are valued by business leaders and stakeholders, reflecting his over 10 years of experience in advising on strategic business transformations.