#6
DIANE KORIR
DIRECTOR – CX, BRAND & MARKETING, BRITAM HOLDINGS
Diane Korir understands that brands, much like relationships, thrive on trust. For over two decades, the customer whisperer has shaped how businesses connect with people – moving beyond transactions to build lasting engagement. Her career is a rich tapestry woven with courage, strategy and storytelling mastery.
Overseeing its strategies across seven countries as Director of Customer Experience (CX), Brand & Marketing at Britam Holdings, Diane Korir is a true brand architect, seamlessly integrating customer experience, marketing, and communications under Britam’s EPIC2 strategy. She harnesses customer intelligence and digital innovation to craft strategies that not only drive financial inclusion but distinguish the Britam brand in a highly competitive insurance sector.
Diane acknowledges that modern communication is a bustling marketplace where agility, authenticity, and resonance are vital. “Today’s consumers seek authenticity, not corporate jargon,” she asserts, championing omnichannel approaches – social, web, mobile, in-branch, and intelligent customer experience (ICX) to engage audiences meaningfully. She insists on data-driven strategies, always refining approaches to match audience needs.
Diane is an advocate for people-first leadership. During Customer Service Week 2024, she celebrated her team’s dedication, likening a thriving workforce to a well-tended garden. She values small, personal touches – handwritten notes, birthday cards, and moments of recognition – believing they build stronger teams and, in turn, stronger brands. Through her vision and strategic leadership, she has elevated Britam’s customer engagement, ensuring that every interaction embodies empathy, loyalty, and unwavering support. It is no surprise that in an independent research by UK Consulting firm, Brand Finance, Britam was in 2024 the 3rd strongest brand in Kenya.
She shepherded the Britam ‘Friends for Life’ brand campaign – an initiative born from comprehensive research and deep customer insights. The campaign brings Britam’s brand promise, “With You Every Step of the Way,” to life by positioning the company as a trusted companion on life’s journey. “People desire a friend – one who gives unwavering support,” Diane reflects.
A sought-after speaker, she recently shared insights at the World Financial Innovation Series (WFIS) in February 2025, discussing how financial institutions can leverage data analytics to build trust with customers.
Previously, as Chair of the Kenya Bankers Association (KBA) Customer Service Working Group, she championed inclusivity in banking, driving initiatives to improve accessibility for all, including differently abled persons. She currently serves as a trustee of the Britam Kenya Pension Scheme and has several executive leadership and board governance trainings under her belt. She is also a member of Women on Boards Network (WOBN), the Institute of Customer Experience (ICX) Kenya and the Public Relations Society of Kenya (PRSK).
Diane’s career is a journey defined by continuous growth and transformative achievements, underscoring her ability to drive impact through creativity, innovation and strategic execution. She propelled CX excellence in the past, at Standard Chartered Bank Kenya (2014 – 2021), where her initiatives boosted customer loyalty – an accomplishment that earned the bank multiple KBA Customer Satisfaction and Digital Experience Awards, the Standard Chartered 2019 Global Retail Excellence Award, Asian Banker’s Most Recommended Retail Bank in Africa (2020) among others.
These milestones, drawn from a career spanning diverse industries and geographies, reflect Diane’s enduring commitment to excellence, innovation, and impactful leadership, with each role building upon the successes of the last.
Diane is a Certified Customer Experience Professional (CCXP), a Member of the Chartered Institute of Public Relations (MCIPR) and an Associate of Chartered Institute of Marketing (ACIM). She holds a Master’s degree in Information Systems Management from Keller Graduate School (DeVry University, USA) and a Bachelor’s degree in Business Management with minors in Journalism and Economics from Coe College (USA).
Diane’s love for hiking mirrors her career-challenging, transformative, and deeply rewarding. “The best hikes are those where exhaustion meets resolve,” she says, setting her sights on conquering Mount Kilimanjaro.
Diane Korir stands as a beacon of excellence, a brand storyteller, strategist, and thought leader shaping the future of industry in 2025 and beyond. She is poised to continue making substantial contributions to the business world.
AUTHOR: KAREN NDUKU
EDITOR: DR. HANNINGTONE GAYA
