Mary Owusu-Brefo

Mary Owusu-Brefo is an astute banking professional with over two decades of experience spanning Customer Experience Management, Corporate Communications, Corporate Social Responsibility and branch operations.

She currently serves as the "Acting" Chief Customer Experience & Corporate Communications Officer at National Investment Bank PLC, where she leads strategic initiatives aimed at enhancing Service Quality, Customer Satisfaction, Marketing and Brand visibility.

Throughout her career, Mary has spearheaded the development of key policies and initiatives that have significantly improved customer experience and engagement. Her leadership has contributed to NIB's recognition in national and international industry rankings, including a 5-star rating in service quality and top-tier placement in customer experience surveys in both CIMG and KPMG awards.

She holds an MBA in General Management from the University of Cape Coast, Bachelor of Science in Marketing from the University of Cape Coast, and is a Certified Project Management Consultant. She also has professional certifications in Strategic HR Management and Digital Marketing.

Mary is a member of several professional associations including the Customer Experience Professionals Association (CXPA), Institute of Project Management Professionals Ghana, Institute of Public Relations, and HR Professionals Ghana.

Mary's commitment to excellence, innovation and stakeholder engagement continues to drive the bank's mission of delivering superior banking experiences across all touchpoints. Her strategic approach to customer experience management ensures that NIB maintains its position as a leader in service quality and customer satisfaction.