Ahmed A

Consumer CX Team Leader

Sep 2024 - Present • 1 yr 10 mos

Lead customer experience strategy and performance optimization initiatives across a customer base exceeding 30 million subscribers, leveraging customer insights and analytics to identify growth and transformation opportunities. * Directed the design and rollout of omnichannel customer experience initiatives, improving digital engagement, customer accessibility, and long-term customer value. * Led cross-functional transformation programs for strategic digital products, aligning commercial, operational, digital, and technology stakeholders to drive adoption and business impact. * Developed customer retention and service recovery frameworks using behavioral analysis and customer feedback, enhancing satisfaction levels and strengthening customer loyalty. * Own customer analytics and performance assessment for key business segments, identifying customer behaviors, operational inefficiencies, and monetization opportunities. * Designed customer segmentation and targeting frameworks to improve service adoption, customer lifecycle management, and commercial performance. * Partner with executive stakeholders across commercial, digital, IT, network, and operations functions to translate business challenges into actionable improvement initiatives. * Built executive dashboards and performance frameworks that enhanced visibility, accelerated decision-making, and enabled data-driven operational improvements. * Continuously assess end-to-end customer journeys to identify friction points, improve customer interactions, and optimize conversion, retention, and engagement outcomes.

Consumer CX Senior Specialist

Sep 2022 - Sep 2024 • 2 yrs

Conducted customer experience assessments and operational analyses to identify service gaps, improvement opportunities, and strategic initiatives that enhanced customer satisfaction and business performance. * Led customer service automation initiatives focused on complaint management, process optimization, and transparency, contributing to measurable improvements in customer satisfaction. * Designed Voice of Customer (VoC) measurement frameworks and integrated customer feedback mechanisms into operational performance reporting and decision-making processes. * Evaluated and optimized service recovery workflows through process redesign and automation, improving operational efficiency and customer resolution experiences. * Mapped and analyzed customer journeys across multiple touchpoints, identifying pain points and recommending improvements that enhanced overall customer experiences. * Delivered strategic customer analytics projects that translated complex data into actionable business recommendations for leadership stakeholders. * Developed customer segmentation and compensation frameworks for large-scale service recovery initiatives, leveraging behavioral insights and performance data to improve customer outcomes. * Collaborated with IT, network, and operational teams to streamline reporting processes, automate performance tracking, and improve organizational visibility into customer experience metrics.