Business 24 April 2026 Daily Monitor (Uganda)
Justine Nansubuga: Young Leader Revolutionizing Customer Excellence in Insurance
At just 28, Justine Andrea Nansubuga became the youngest mid-level manager in a Ugandan government parastatal, now driving customer experience at Jubilee Life Insurance with impressive results. Her career spans advertising, hospitality, and energy sectors, proving results outweigh age. Source: https://www.monitor.co.ug/uganda/special-reports/nansubuga-redefines-leadership-5435470
Justine Andrea Nansubuga serves as manager of customer excellence at Jubilee Life Insurance Uganda, overseeing client and stakeholder relations with brokers and regulators for smooth service. With over 12 years of experience, her work ethic formed early, assisting her mother from age 13.
After her Bachelor’s in Mass Communication from Uganda Christian University in 2015, she joined Fireworks Advertising’s apprenticeship, gaining broad exposure and securing a full-time role. At 24, she moved to Dubai for Marriott Group’s hospitality role, handling tele-sales, events, and complaints, which sparked her passion for customer experience.
Returning home before Covid-19, she worked at Outbox Uganda supporting entrepreneurs, then briefly at Fine Media, before becoming UMEME’s youngest mid-level manager at 28. There, she led 40 agents, managed online reputation, and shifted customers to digital platforms like WhatsApp, cutting costs effectively.
In 2024, she transitioned to Jubilee Life Insurance, building the health business’s customer systems from scratch. She expanded the call centre to 13 agents for 24/7 support, boosting Net Promoter Score from 48% to 63%, service quality to 74%, and public engagement to 47%. She contributed to the award-winning J-Junior product launch.
Nansubuga draws from brands like Jumia, uses complaints for improvements, and benchmarks with Kenya’s Jubilee. Early career skepticism over her age faded as results spoke louder. Now leading Gen Z teams, she mentors on innovation and trends.
Active in the Africa CX Forum as VP for Next Gen, she advocates for boy-child issues and urges insurance uptake for protection. Resilience, she says, means embracing criticism and persisting.
Source: Daily Monitor (Uganda)