UBA Ghana’s Edwina Darfour Wins 2026 Customer Experience Award
Edwina Benedicta Darfour, Acting Head of Customer Experience at UBA Ghana, has been named CX Practitioner of the Year – Banking at the 2026 Customer Experience Professionals Ghana (CXX) Awards.
The award recognises her work in improving customer service, managing complaints and helping the bank respond more effectively to customers’ needs.
With more than a decade of experience in financial services, Ms Darfour has built her career around service quality, customer feedback and identifying ways to improve how people interact with financial institutions.
Before joining UBA Ghana, she worked at a financial services contact centre, where she rose through various roles to become a Team Lead in Quality Assurance and Analytics. The role gave her experience in monitoring service standards, assessing performance and using data to identify gaps in customer service.
At UBA Ghana, her responsibilities cover customer feedback, complaint management, digital customer experience, mystery shopping and service standards. She also contributes to efforts to build a culture in which customer needs guide the delivery of banking services.
Her approach centres on understanding customers’ concerns, simplifying processes and ensuring that complaints and other service issues receive appropriate attention.
The award adds to UBA Ghana’s previous recognition in customer experience. KPMG recognised the bank as Ghana’s number-one retail bank in customer experience in 2022, before ranking it among the country’s top three retail banks in 2023.
As banks increasingly rely on digital channels to serve customers, maintaining service quality remains important. Customers need not only convenient transactions but also timely support and effective responses when problems arise.
Ms Darfour’s recognition highlights the role of customer experience professionals in helping financial institutions understand these needs and improve service delivery.
