Fridah Moraa

Background

About Fridah Moraa

I’m a Customer Experience & Operations Leader with 8+ years of professional experience and 3+ years managing cross-border service delivery, escalations, and team performance across Africa. I’ve led full CX transformations, including transitioning from outsourced to in-house contact centers, designing SOPs and escalation workflows, and integrating automation tools to improve service KPIs like TAT, CSAT, and FCR. My work sits at the intersection of strategy, execution, and heart ensuring that CX isn't just functional, but felt by customers and teams alike. In 2025, I was appointed to the Africa CX Leaders Forum Commission to co-create the Africa Customer Service Week Guide 2026, a continental initiative to help organizations celebrate and elevate service excellence in meaningful, culturally relevant ways. Through this role and my daily work, I continue to learn, contribute, and champion service leadership with clarity, curiosity, and community in mind.