Threading Connections: How Fashion Fuels Caroline Nasisho’s Passion for Customer Success

Threading Connections: How Fashion Fuels Caroline Nasisho’s Passion for Customer Success

For some, fashion is just about clothes, but for Caroline Nasisho, it’s a masterclass in understanding people. As a Customer Success Management Executive, she weaves her love for fashion into her work, designing seamless solutions and stitching together relationships that elevate customer satisfaction.

Whether she’s crafting the perfect outfit or crafting the perfect customer experience, her philosophy is the same: it’s all about the fit. In this edition of Switch Stories, we feature a member of our Kenyan Customer Experience team and explore how her creative flair and attention to detail fuels her career in fintech while leaving a lasting impression both on our clients and her wardrobe.

Explain your job to a five-year-old

I help people who use our products by making sure everything works perfectly for them. If something is broken, I fix it. If they need changes or more of something, I make sure it happens. When they have questions, I listen and give them answers that make them happy.

Tell us about your career journey into tech

My journey started when I joined Interswitch through the InterswitchSPAK call center. It was an amazing experience. Interacting with different schoolteachers, explaining what InterswitchSPAK (our flagship STEM CSR initiative) is about, and registering students was great. During this time, I also got to know members of staff at Interswitch, which helped me better understand what they do and the various departments. That’s when I discovered Customer Experience (CX). As they say, someone is always watching. Romana Rajput, the erstwhile Country Manager,Interswitch Kenya, and colleague, Mercy Jillo, who were both part of the project, noticed my work and efforts and recommended me for a CX role. That’s how I became part of the Switch Family Kenya.

What do you enjoy most about your role?

I love the fact that my role is all about building relationships, understanding client needs, and turning feedback into actionable insights that drive success. I truly believe that when our customers succeed, we all succeed.

If you could swap jobs with anyone in the company for a day, who would it be and why?

Teresa Moraa, our Regional Head Growth Marketing and Communication, Interswitch Kenya

I admire the strides she’s achieved in marketing. She’s ambitious, focused, hardworking, and dedicated. She pays great attention to detail and works with facts.

What's the most memorable moment you've had at the Switch?

Joining the main CX team. Learning how they operate daily and satisfying my curiosity during the onboarding process is something I’ll always remember.

If you could learn any new skill instantly, what would it be?

Creative design.

What's your go-to productivity hack?

Time blocking.

If you could create an app for anything, what would it be designed to do?

It would be an app for daily outfit styling for men.

Tell us about your fashion design hobby. How did it start?

My love for fashion began when I was a little girl living with my grandmother. The way we both got dressed up inspired me to always want to look good and smart. As I grew older, I practiced more and researched my hobby further. Now, I make my own clothes and style other people.

How does your passion for fashion design influence your approach to customer success?

I see fashion as a powerful form of self-expression and creativity. Whether I’m sketching new designs or exploring the latest trends, I find parallels between fashion and customer experience—both are about understanding individual preferences and creating something meaningful.

I strive to combine my analytical skills with my artistic flair, crafting experiences that not only meet expectations but also delight and inspire. I enjoy connecting with people, sharing stories, and finding innovative solutions that reflect our customers’ unique styles. My goal is to make every interaction memorable and impactful.

What’s a fun fact about you that most people don’t know?

I dance Kizomba (a social dance and music genre that originated in Angola during late 1970s to early 1980s) and Kompa (a ballroom dance).