SHE MEANS BUSINESS| From clerk to CEO- Nancy Njau's banking journey

Njau joined Family Bank more than two decades ago, when it was still evolving from a building society into a commercial bank. She went on to hold several roles across the institution, including branch and regional management, retail banking, strategic partnerships and public sector banking, before taking the top job in 2024.

In this week’s episode of She Means Business, Njau reflects on that journey and the lessons she has gathered along the way, while examining how Kenya’s banking industry has changed during her career.

One of the issues she unpacks is the cost of borrowing and why two customers seeking similar loans may not necessarily receive the same interest rate. The pricing of credit is influenced by the level of risk associated with a borrower, making factors such as repayment history, income, cash flows and the ability to service debt important considerations.

Njau also discusses how technology and changing customer expectations are reshaping banking, as lenders increasingly balance digital convenience with the need to understand and manage risk.