Business Insider Africa spoke with Hartnell Ndungi, Chief Data Officer at Absa, one of Africa’s largest banking groups, about how the bank is leveraging data analytics to enhance customer experience.
These days, data is more than just numbers, it drives transformation in virtually every industry, especially in banking. From improving customer experiences to creating innovative financial products, banks are leaning heavily on data to stay competitive and relevant.
But managing data across multiple countries and markets is no easy feat, and it takes strong leadership and vision to make it happen.
Business Insider Africa spoke with Hartnell Ndungi, Chief Data Officer at Absa, one of Africa’s largest banking groups, about how the bank is leveraging data analytics to enhance customer experience, strengthen fraud detection in digital payments, and remain competitive in the rapidly evolving fintech landscape.
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Hartnell manages data operations across nine countries, including Kenya, Uganda, Tanzania, Botswana, Ghana, Mauritius, Seychelles, Mozambique, and Zambia.
Business Insider Africa (BIA): Could you please tell me your name and what you do?
Hartnell Ndungi: My name is Hartnell Ndungi, and I’m the Chief Data Officer at Absa. I oversee operations across 10 markets in nine countries where Absa operates—Kenya, Uganda, Tanzania, Botswana, Ghana, Mauritius, Seychelles, Mozambique, and Zambia.
BIA: How is Absa leveraging data analytics to enhance customer experience and fraud detection in digital payments?
Hartnell Ndungi.: The first thing to note is that data is pivotal to our strategy at Absa. We have created one of the largest data teams in the country. In Kenya alone, we have over 40 data specialists working across business intelligence, data management and governance, and artificial intelligence.
With this capability, we can identify the data points that help us understand our customers’ behaviour and preferences. We use these insights not only to determine the kinds of products we offer but also to protect our customers from potential risks.
That’s where fraud detection comes in. By applying artificial intelligence and analyzing behavioural patterns, we can identify potential fraud and prevent it before it happens. These systems are integrated into our mobile banking, internet banking, and core banking platforms.
BIA: How is your institution adapting to remain competitive and retain market share in this rapidly evolving digital financial landscape?
Hartnell Ndungi: The persona of the financial customer has changed over time. With fintechs now playing in the same space, we’re seeing that customers want different kinds of experiences. That’s where data and digital innovation become critical.
We’re no longer relying solely on traditional branches to attract and retain customers. We’re also operating in digital spaces. You’ll see Absa actively partnering with fintechs and gathering as much data as possible to personalize services and meet customer needs.
You might already know some of our digital products, like Timiza. We’re also preparing to launch additional offerings, though I can’t disclose them just yet. What I can say is, we’re committed to making sure that our customers can access savings and loan products entirely through mobile platforms, without needing to visit a branch.
So, data sits at the core of our digital transformation strategy. You’ll see this reflected in the products we’re launching and in how we’re addressing our customers’ evolving expectations.
