From Service Quality to Strategic Impact: Lawrence Akosen’s Playbook for Customer Experience Leadership

In the fiercely competitive telecommunications industry, where customer experience has become the ultimate differentiator, few professionals command the depth of expertise and institutional impact that Dr. Lawrence Akosen brings to the table. With over 23 years of distinguished service at MTN Ghana, Akosen has risen through the ranks to become one of the most influential voices in customer experience strategy across West Africa.

As Senior Manager for Customer Experience Planning and Enablement, he stands at the forefront of shaping how millions of Ghanaian customers interact with one of Africa’s largest telecom brands. His career is a masterclass in the evolution from traditional service quality management to strategic, data-driven customer obsession – a journey marked by precision, innovation, and an unrelenting commitment to excellence.

Dr. Lawrence Akosen’s journey in customer experience and service excellence is rooted in a rare combination of academic rigor and practical insight. With an early career as a Research Officer at the George Padmore Research Library, he developed a strong foundation in information management, analysis, and client engagement. This intellectual grounding would later prove instrumental in his ability to transform complex customer data into actionable strategies.

His transition into the corporate world began in 2003 at Spacefon Ghana, that was later acquired by MTN Group, where he first served as Bad Debt Coordinator. Even in this early role, Akosen demonstrated exceptional analytical skills and a keen understanding of customer behavior, managing debt portfolios while maintaining positive client relationships. These formative years laid the groundwork for what would become a remarkable at MTN Ghana, defined by an unwavering commitment to customer-centricity.

Over the past two decades, Dr. Akosen has steadily ascended through MTN Ghana’s customer operations hierarchy, building a reputation as one of the telco’s most trusted leaders in service quality and customer experience.

From 2007, he held successive roles as Quality Assurance Manager and Quality Assurance Manager – Customer Intelligence. In these positions, he championed the development of robust service standards, designed quality procedures, conducted customer research, and initiated flagship projects such as Voice of the Customer and Customer Panels. His work in collating and analyzing performance data, formulating customer policies, and supporting marketing and sales initiatives helped elevate MTN Ghana’s service delivery standards significantly.

By 2010, Akosen had taken on broader leadership responsibilities as Senior Manager for Quality Assurance and Training. For over 16 years, he has overseen critical functions including staff development, service level management, performance monitoring, and operational policy improvement. His ability to recruit, mentor, and inspire high-performing teams has been central to building a customer-obsessed culture within one of Ghana’s largest organizations.

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Since April 2019, Dr. Lawrence Akosen has served as Senior Manager, Customer Experience Planning and Enablement at MTN Ghana. In this strategic role, he is responsible for designing and enabling customer experience frameworks that ensure consistent, high-quality service delivery across the organization. He leads cross-functional efforts to align operations with customer expectations, drives data-informed decision making, and continuously refines service standards in a highly competitive and fast-evolving telecommunications landscape.

With more than two decades of dedicated service at MTN Ghana, Akosen has become a pivotal figure in the company’s customer experience ecosystem. His leadership style is defined by a perfect blend of strategic vision, operational excellence, and genuine empathy for both customers and teams. He continues to champion initiatives that place the customer at the heart of every business decision, helping MTN Ghana maintain its position as a market leader.