Khwathelani Tshikovhi

Client and FA Experience Improvement and Monitoring, Liberty Group

Khwathelani is currently a client and adviser experience improvement manager at Liberty Group in South Africa. She is a Fellow with Insurance Institute of South Africa, currently serve as a Non-Executive Director of Joburg City Theatres. She was previously a member of City of Joburg Group Risk Governance Committee.

Khwathelani completed a Master’s in Business Administration degree in 2002 from the University of Durban Westville, now called University of Kwazulu Natal where she was a Lecturer at the time. She also has a Bcom Honours and Bcom junior degrees from the same institution. She completed programmes in Advance Insurance Practices with Distinctions from Unisa in 2015. She has both Key Individuals and Representatives (RE1 and RE5) qualifications. She also holds an Agile Boot Camp certificate with IQ Business Solutions.

Khwathelani has over 19 years working experience in various companies such as Investec Private Bank, ABSA Bank, Professional Provident Society of SA (Known as PPS), Nedgroup Insurance company. She also worked as a consultant, consulting on Performance and Talent management.

Khwathelani is a strong believer in measuring customer and adviser experiences for a simple reason: "If you can’t measure it, you can’t manage it," said Peter Drucker. Her career has mostly been around customer matters, she sees herself as the voice of the customers and advisers and continues to focus not only in finding solutions to their challnges but making sure that their experiences are measured across different journeys, and continuously identify areas of improvement.