UBA Ghana celebrates Edwina Darfour, Acting Head of Customer Experience, on being named CX Practitioner of the Year – Banking at the 2026 Customer Experience Professionals Ghana (CXX) Awards.
For Edwina Benedicta Darfour, great customer experience goes beyond good service. It is about understanding people, making their lives easier and ensuring that every interaction leaves a lasting positive impression. Her commitment to this philosophy has earned her this prestigious recognition.
In banking, the little things often make the biggest difference: a complaint handled with empathy, a process made simpler or a customer who feels genuinely heard. For Edwina, these moments are at the heart of what makes customer experience meaningful.
With more than a decade of experience in financial services, Edwina has built a career around one central belief: customers should always matter.
Today, as Acting Head of Customer Experience at UBA Ghana, she works to ensure that this belief translates into better service, stronger relationships and more meaningful customer interactions.
Her journey into customer experience has been shaped by curiosity, continuous learning and a commitment to making service better. Before joining UBA Ghana, Edwina worked at a financial Contact Centre, where she progressed through various roles, eventually becoming a Team Lead in Quality Assurance and Analytics.
The experience gave her valuable insight into service quality, performance monitoring and the role of data in identifying gaps and improving customer satisfaction.
But for Edwina, customer experience has never been just about numbers, processes or performance reports. It is about understanding the people behind them.
At UBA Ghana, her work spans customer feedback, complaint management, digital customer experience, mystery shopping, service standards and customer-focused culture development. By bringing together people, processes and technology, she contributes to the Bank’s ongoing efforts to make banking more convenient, responsive and customer-friendly.
These efforts form part of a broader customer experience journey at UBA Ghana, which saw the Bank recognised by KPMG as Ghana’s number-one retail bank in Customer Experience in 2022 and ranked among the top three retail banks in 2023.
In October 2026, Edwina’s dedication to the profession received another significant recognition when she was named CX Practitioner of the Year Banking by Customer Experience Professionals Ghana at the CXX Awards.
UBA Ghana celebrates Edwina’s outstanding achievement and remains proud of her commitment to delivering exceptional customer experiences
