In a notable demonstration of commitment to customer service and community engagement, Bank Windhoek executives on Friday, 1 August 2025, assisted customers at various branch locations throughout Windhoek during a branch visit exercise. The initiative provided a unique opportunity for the Bank’s leadership to connect with customers, gain firsthand insight into their experiences and needs, and learn how the Bank can enhance its customer service.
Throughout the day, Bank Windhoek’s executives, including Marketing and Corporate Communication Services, Retail Banking Services, Human Capital, Credit, Finance, Risk and Compliance and Digital Transformation, joined front-line staff and observed customer experience on the ground, assisted customers and provided personalised service.
The Bank’s Executive for Marketing and Corporate Communication Services, Jacquiline Pack, said every customer interaction is an opportunity to build trust and grow a brand that is loved and deeply rooted in purpose. “Great service is where meaningful relationships begin and enduring brands are built,” she said.
Leon Koch, the Bank’s Acting Executive Officer of Retail Banking Services, added that customers are the heartbeat of any business. He thanked all the staff for their dedication to serving customers, which ultimately builds trust and loyalty. He also appreciated the executives for supporting the staff and customers.
Bank Windhoek’s Human Capital Executive Officer, Toini Muteka and the Bank’s Executive Officer of Risk and Compliance, Andre Smit, shared that they enjoyed the eye-opening initiative because it allowed them to see customer interactions and how the Bank’s staff go above and beyond to serve customers, especially during month end.
Enhancing customer experience
As part of its commitment to enhancing customer experience and modernising its facilities, Bank Windhoek has embarked on an exercise to renovate its branches nationwide and deliver people-
first digital expertise with state-of-the-art technology. In an advanced stage, the renovated branches are equipped with state-of-the-art facilities and technology to serve all customers better and meet their evolving needs. The Bank’s Executive Officer of Digital, Data and Customer Transformation, Ryan Geyser, who visited one recently modernised branch, said that Bank Windhoek prides itself on differentiating around customer service and will continue to enhance customer experience.
Customers appreciated the hands-on approach, noting that interacting with Bank Windhoek’s executives made them feel valued and heard. Many shared their thoughts on banking services, product offerings, and ways to improve overall customer experiences. Set Iipinge Nakasole said that he is happy with the Bank’s overall efforts in enhancing customer experience and appreciated the personal assistance from one of the executives.
To reinforce the Bank’s customer-centric philosophy as a homegrown Bank, the executives concluded that the branch visits will be considered a recurring event and spread country-wide.
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