Beatrice Mundia
Beatrice Mundia is a Kenyan public-sector leader driving citizen-centric service delivery at scale. Raised in Meru County, she joined the Kenya Revenue Authority (KRA) in 2015 as a graduate officer and rose rapidly through contact-centre, digital-channel, and service-quality roles. Today, as Chief Executive Officer for Customer Experience, one of the youngest executives at a parastatal employing 7,000 people, she directs a 400-strong team that fields more than 16 million taxpayer interactions a year across call, chat, social, and in-person centres.
Mundia has rebuilt KRA’s service model around data and empathy. Her “One-Touch Resolution” framework integrates CRM, AI chatbots, and regional Huduma Centre desks, reducing average query closure time from 72 to 18 hours and lifting customer-satisfaction scores from 55 percent to 83 percent in just three years. She championed the iTax HelpBot, which now handles 40 percent of routine filings, and launched a quarterly Taxpayers’ Clinic that travels to all 47 counties, bringing on-site support to SMEs and informal traders.
Beyond her executive mandate, Mundia mentors women through the KESPA Girls in Public Finance programme, serves on the Public Service Commission’s Service Charter task-force, and speaks at regional forums on behavioural insights in taxation. Guided by the mantra “revenue with respect,” she continues to prove that transparent, technology-enabled engagement is central to Kenya’s drive toward inclusive fiscal sustainability.