20 Years, One Remarkable Stanbic Journey: Sonia Karamagi Kasagga on Growth, Grit, and the Power of Customer Experience

How does one remain relevant, energised, and impactful for two decades in the same institution?

In this candid conversation with CEO East Africa Magazine’s Executive Editor, Muhereza Kyamutetera, Sonia Karamagi, shares how staying rooted in one place transformed her career, the defining moments that shaped her leadership, and why client experience is more than a role—it’s a calling.

Sonia, your recent LinkedIn post reflecting on two decades at Stanbic Bank Uganda made me pause, especially your point that career progress doesn’t always mean moving around. Many executives spend their first 10 years chasing roles and titles, before eventually settling where they can build a real legacy. How did staying feel like growth for you, not stagnation?

“Sometimes, progress is quiet.”

I have always believed progress doesn’t have to shout. Early on, friends would ask, “Why not take that offer? There’s more money, a bigger title…” But for me, it wasn’t just about that.

I chose depth over speed. Real growth isn’t always about constant movement—it can also mean digging deeper where you are, refining your craft, and evolving within the same space. Over time, I realised I didn’t need to hop jobs to feel fulfilled. I wanted to build, not just chase.

I started in marketing, my first love, and over the years, I mastered it. Then I made the shift to customer experience, and that opened an entirely new chapter. Staying didn’t mean I was stuck—it meant I was growing differently.

“Fulfilment isn’t found in titles. It’s built in layers.”

Looking back, what has kept you at Stanbic for 20 years?

The work has never stood still. In a large institution like this, there’s always something new—new markets, new strategies, new challenges. I’ve never felt like I was simply repeating the same year 20 times.

What started as a passion for marketing became a gateway to understanding how financial brands shape economies and communities. Over time, I found purpose here. 

If I were to sum it up, I’d say: fulfilment. This place has stretched me, exposed me, and allowed me to grow in ways I didn’t imagine when I first walked through those doors.

“There was a turning point.”

Was there a defining moment—a role or experience that cemented your path?

Yes. When I became Senior Marketing Manager, everything shifted. It wasn’t just about executing campaigns anymore; it was about leading strategy, inspiring teams, and shaping how our brand connected with people.

We were transitioning through taglines—eventually landing on “Moving Forward.” Leading that localisation taught me how powerful a brand can be when it resonates authentically. 

It wasn’t just a campaign—it was a rallying call. Seeing it land so well with staff and customers alike was the moment I knew this is my lane.

“I grew up here.”

In your post, you said you’ve “grown up in this place.” How has Stanbic shaped you, beyond just work?

I joined as a young woman fresh out of campus. Over 20 years, I have built not just a career, but a life.

This bank has been there through every milestone: dating, marriage, motherhood, further studies—it’s all happened alongside my career. I’ve grown from a junior officer tracking sales reports to leading client experience across the bank, while raising three children and completing my postgraduate.

Stanbic hasn’t just benefited from me; it has poured into me—professionally and personally. That’s why I say I’ve grown up here.

Today, you lead client experience, a critical function in modern banking. What’s the biggest lesson you’ve learned about creating exceptional client experiences?

Banking is emotional and deeply personal. People are not just moving money—they are building dreams, solving crises, planning futures. A bad experience isn’t just an inconvenience; it can feel deeply personal.

The key is empathy. When clients feel heard and respected, even when things go wrong, trust grows. Technology has transformed service, yes, but at its core, client experience is still human.

“On marketing—less is more.”

You spent years in marketing before pivoting. What’s your biggest takeaway from that world?

Marketing taught me discipline and the power of storytelling—but also restraint. Sometimes, we overcomplicate things. The best campaigns connect simply, honestly. 

If I could give one piece of advice to marketers, it’s this: understand your customer’s truth. Not just demographics or data points, but what they feel. When you speak to that, you don’t just market; you connect. The guiding principle is to stay curious and stretch yourself.

After 20 years, what advice would you give young professionals starting out?

First, stay curious. The day you stop learning is the day you start shrinking. Second, don’t fear depth. It’s okay to grow in one place, as long as you keep stretching. Seek mentors. Take risks. Learn across functions. Finally, remember careers aren’t sprints. They are marathons. Build roots, not just wings.