I’m driven by a need to solve life problems

Janet Kemboi is the head of communications for Uber in East Africa.

Who is Janet Kemboi?

I am a vibrant and eccentric woman who is passionate about my work and the relationships in my life. I have a resilient character that enables me to always look for a solution to every challenge. 

What’s your role at Uber in East Africa?

I am currently the head of communications.

Prior to joining Uber, what were you doing?

I worked at Bidco Africa’s corporate communications department. I also worked at Ipsos Kenya as a media researcher where I managed the Kenya Audience Research Foundation survey.

What does your job entail?

I focus on crafting and implementing communication strategies for Uber in East Africa. I also engage and build relationships with key stakeholders such as Uber riders and driver-partners, the media, government and private sector players, while providing the company’s position on a myriad of issues.

What do you do in the morning when you get to the office?

When I get into the office (before I get sucked in with all my emails), I usually establish what my 4-5 key priorities for the day are.

How is the business in Uber?

Uber is great. I am continually excited about the opportunities across the region, as there is so much potential in East Africa. The uptake since Uber was launched across the region has been amazing, riders and driver-partners are loving it, having another choice on how to move around their cities. We have recently launched new products. Early this year, we launched Uber ChapChap in Narobi, while in April we launched Uber Boda in Kampala and Uber Poa, a tuk tuk product in Dar es Salaam.

Beyond the work life, what are you passionate about?

I have always had a passion for innovation and creativity, which I believe was influenced by my acting in drama and theatre plays in high school and college.

I love elephants and wildlife. In my free time, I like to spend time on safaris. I also enjoy hiking, jogging and yoga.

How has your journey been to the top?

This is a constant learning process, so I learn every day. What has kept me going is persistence, discipline and hard work. 

There have been complaints about your company raising its pricing policy to Sh42 from Sh35 per kilometre, hence more people diverting to Taxify. Are there future plans to reduce this?

Our focus is reliability, flexibility and opportunity. However, Uber values competition as it offers more choice to customers, improves safety and service, and encourages innovation. We love choice. Competition and choice mean we all have to up our game, and constantly innovate to improve our service and quality. We believe riders should be allowed more choice in the way they travel, and more choice that’s affordable.

What happens when one forgets an item like a phone and cannot trace the driver?

Inside the Uber app is an in-app support. To access this in-app support, click on the three bars at the top left, go to your trips and click on the trip concerned. You will find a variety of help options, including “I lost an item”. Click on this option and you will get three options, including “I couldn’t reach my driver about a lost item.” Once you select this option, the app will allow you to fill in and submit a report regarding the lost item. Thereafter, our community operations and support team will get in touch with the driver-partner and help you retrieve the item.

Some of the drivers are very arrogant. What does the company do when they are reported?

When anything dangerous or inappropriate is reported, our safety team reviews the information and suspends the rider/driver accounts. Unsafe drivers or riders are removed permanently from the platform.

Tell us about your family?

I am the first born in a family of four children. I have two brothers and a sister. My parents have been very supportive of us and my siblings are more like friends to me.

What did you study?

I have a Bachelor of Arts (BA) journalism with a minor in Sociology from United States International University in Nairobi. 

What makes you happy?

The ability to make a positive impact in whatever I do and in the lives of others.

How would you know if a driver is reliable?

Uber has introduced various requirements for on-boarding driver-partners which ensure the safety of both driver-partners and riders. Driver-partners are required to have a driver’s licence and a certificate of good conduct from the police.

What are your achievements in the sector?

As the first communications manager of Uber in East Africa, and in close collaboration with my team, we have been able to effectively manage the company’s corporate reputation during turbulent times — which saw us win a Public Relations Society of Kenya (PRSK) award in Crisis and Reputation Management for Uber.

What do you find most enjoyable?

Spending time with my family and friends.

Can you be an Uber driver?

Absolutely yes. We at Uber encourage our employees to sometimes drive to get a feel of what it’s like to be a driver-partner.

What mantra do you live by?

I just try to be true to myself, work hard and, most importantly, do the right thing.

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