Olayinka Sanni

Olayinka “Ola” Sanni is a Customer Journey Manager at Notting Hill Genesis, where she leads end-to-end journey improvement across repairs, complaints, enquiries, and rents and bills. She previously stepped into the role of Acting Head of Customer Journeys and Insight, leading customer insight, service design, Voice of the Customer and journey improvement. Before moving to the UK, Ola served as Director of Customer Experience for a fintech company headquartered in the United States, leading customer experience, insight and journey management across two regions. This combination of senior leadership and hands-on journey transformation gives her both a strategic and practical perspective on what it takes to turn customer insight into action. With more than 15 years’ experience across housing, fintech, banking, telecommunications and travel, Ola uses customer feedback, operational data and service blueprinting to uncover broken journeys, align teams and prioritise improvements. Her work ha