Kelly Bih Ngwa

• Led a full growth and profitability analysis for a pet-food startup, identifying operational bottlenecks and uncovering a path to 22% net profit through optimized pop-up scaling and CPG expansion • Mapped the end-to-end customer journey and identified gaps in awareness, conversion, and retention; recommended CRM automations, loyalty mechanics, and referral incentives to drive repeat purchases and improve customer lifetime value • Developed a 10-week pop-up market expansion playbook using a data-driven scorecard (Yelp multipliers, pet-friendly ratings, seating capacity) to prioritize top locations such as CJ Muggs, Dewey’s, and Straub’s

• Built and launched a maternal finance product by leading design sprints, conducting A/B testing, and rapidly iterating based on real-time feedback, which drove a $ 3 million increase in revenue. • Led the end-to-end development and product redesign of youth digital banking product after 3x CAC and 60% drop-off, using user personas to relaunch a hybrid model that drove 180 new accounts in 6 months and scaled into a bank-wide SOP. • Managed sprint cycles and task force meetings for agile development of new financial tools, delivering enhanced mobile features based on customer needs and improved internal process efficiency by 25%. • Designed and executed go-to-market strategies for new banking products, channel optimization, developed standard operating procedures and frontline training, resulting in a 40% growth in SMEs in six months • Prioritized product features using an Impact–Urgency Matrix and MoSCoW framework, aligning teams on scope and trade-offs to launch mobile money integration that boosted digital transactions by 28%, cut cash use by 40%.

● Built and launched Elevate, a maternal finance product suite supporting women through pregnancy and postpartum transitions. Features included: goal-based savings, flexible maternity microloans, and post-maternity business continuity tools. Suite drove $3M+ in revenue from deposits, interest income, and loan repayments yearly. ● Redesigned and relaunched a youth digital banking product in response to 3x CAC and 60% user drop-off, using user personas to develop a hybrid onboarding model. Added 180 new accounts in 6 months. ● Managed agile sprint cycles and cross-functional task forces to integrate mobile money features into the banking app. These features enhanced the user's digital experience, directly boosting digital transactions by 28% and reducing cash use by 40%. Internal process efficiency also increased by 25% due to these workflow changes.

● Led deployment of 12 rural banking kiosks by leveraging Artificial Intelligence and data analytics tools for geospatial and transaction analysis, driving a 58% increase in transaction volume and onboarding 2,000+ new customers monthly. ● Conducted root cause analysis to uncover adoption barriers to digital banking, e.g., poor internet access, low smartphone usage, and limited digital literacy. Leveraged these insights to redesign the app with simplified features and USSD code access (e.g., 123# for loan payments), boosting active usage to 47% and converting 8,400+ customers in 3 months. ● Identified product-market misalignment for SME customers through interviews, surveys, and churn analysis. Translated insights into feature redesigns. Boosted engagement by 41%, lowered CAC, and increased CLV. ● Collaborated with system design engineers and fintech partners to define and standardize mobile money API specifications, develop comprehensive test protocols, and drive seamless backend integration. This enabled reliable and scalable wallet-to-bank transfers that enhanced user experience and operational efficiency.

● Designed and led 70+ education and vocational training programs targeting women and youth, empowering over 500 graduates to secure sustainable income-generating opportunities within 12 months. ● Partnered with UNICEF to co-launch the WE CARE reproductive health initiative, distributing menstrual hygiene kits and delivering family planning education to 1200+ women. Increased essential health service access by 40%. ● Directed the $50,000 agricultural startup program in collaboration with UNDP, awarding microgrants to 90% of participants and enabling women-led agribusiness launches and expansions. ● Developed and implemented robust monitoring and evaluation frameworks to measure program effectiveness, optimize delivery, and enhance transparency, driving a 30% increase in donor retention through data-driven reporting.

• Designed and managed 70+ education and vocational training programs for women and youth, resulting in over 500 graduates securing income-generating opportunities within 12 months. • Partnered with UNICEF to launch WE CARE, a reproductive health initiative that reached over 1,200 women with menstrual hygiene kits and family planning education, increasing access to essential services by 40% in target communities. • Led the design and implementation of a $50,000 agricultural startup program in collaboration with UNDP, resulting in 90% of participants received microgrants to launch or expand women-led agribusinesses. • Developed monitoring and evaluation systems to track program impact and optimize delivery, contributing to a 30% increase in donor retention through improved reporting and measurable results

• Led deployment of 12 rural banking kiosks using Excel, Tableau, and Google Maps for geospatial and transaction analysis. Insights boosted transaction volume by 58% and added over 2,000 new customers each month. • Led customer research and app analytics to identify adoption barriers in digital banking. Insights drove UX redesign and USSD rollout, increasing active usage to 47% and converting over 8,400 customers within three months. • Uncovered product-market misalignment for SMEs through interviews, surveys, and churn analysis. Insights led to redesigned features that boosted engagement by 41%, reduced CAC, and increased customer LTV • Cut reporting time by 30% in 6 months by building dashboards aligned with team OKRs, which improved access to real-time KPIs and market trends, enabling faster, user-impact-driven decisions. • Collaborated with system design engineers and fintech partners to align mobile money API specifications, test protocols, and backend integration for seamless wallet-to-bank transfers

Operations | Marketing concentration Forte Fellow | Olin Africa Business club