Head of Customer Experience
Al Rajhi Takaful
Total des années d'expérience :17 years, 2 Mois
Responsibilities: HOD for Customer Experience:
Heading the Customer Experience unit to enhance the overall Customer Experience for Al Rajhi Takaful (ART) services by designing, developing, implementing and managing cross-functional initiatives, systems, measurements and customer centric programs to improve customer experience across all customers’ touch points with digital channel move. Responsible for Contact Center, Complain management and Customer Experience Units, Strategic Contributions, BU KPI’s, Customer Experience, Services Offered, Process Improvements, People Management, Budgeting, Relation Ship management, Policies-system - Process Enhancements, Change Management and Reporting . Handing internal and external stakeholders ex SAMA, CCHI, Training, and consulting agencies. Significant Achievements: • Successfully leading Contact center, Customer care, Complain, CX Insight, CX Journey Development and Quality.
• Leading team of 120+ members in business unit, change management, CX culture change, digitization and strategies • Succeeded in building & leading various cross team members to achieve Customer Experience initiatives and enhancement to the market to ensure exceptional customer experience level. • Launched new NPS tools “Qualtrics” as Voice of Customer (VOC) program, what’s App Business, new GTM CX process, zero complain in SAMA portal and ongoing Initiatives as CX is never ending healthy cycle.
Working in Consumer Sector, Senior Manager, Customer Experience (CEX), Journey and Touch Points Department,
Consumer Business Unit (CBU) at Saudi Telecom Company. Responsible for CEX multiple projects, initiatives and
product enhancement from Customer Experience prospective for both Mobile and Fix products in CBU. Main
responsibilities; Engaged in all products and services GTM, creating Journey maps, Product testing, Customer
insight, Customers monitor across all traditional & electronic channels and touch points, Services blue print,
Customer Labs, Internal teams alignment for CX and much more.
• Working in Mobily B2B Unit, in the Business Marketing Solutions Design & Proposition Development Department, as Govt. & LE Solutions Manager. My main task and duties involved handling B2B projects, solution design and developing business propositions for Government, LE and Key accounts. Mainly handling, developing, Managing and launching new & customized solutions and enhancing exist solutions. Setting regular meeting with all stakeholder members in the solutions eternally (Business planning, Business cases, Technical Marketing, IT, Business Sales, Business care, Setting processes, Delivering Training, Presales/Sales support, handling RFP, bids, CITC brief, SAMA approvals, Finance, legal, Regulatory Affairs, Marcom, Press release, BTL/ATL campaigns, Flayer, Portals etc.). Also, external teams and representative (Business Partners, vendors, suppliers, SI, POC etc.). Controlling resources, executing higher management plan. Developing & delivering new business solutions, services and packages to Business customer market and providing performance reports and managing the products growth, revenues, promotions, enhancements and etc.
Responsibilities:
Business Services Development Manager (PM):
• Working in Home Sector, in the Marketing Business Unit, as Broadband & Voice services development Manager . My main task and duties involved project management PM scope. Mainly handling, developing and launching new services. Setting regular meeting with all involved team members in a service eternally (IT, Network, Sales, Customer care, Communication, Media Campaign etc).Also, external teams and representative (Contractors, vendors, suppliers, etc). Creating business requirements doc, RFB doc and pre-sales/pre launch presentation, training and activities for all stake holders .Controlling resources, executing higher management plan. Developing & delivering new services to market and providing feedback and handing over to service management.
Significant Achievements:
• Successfully launching new services/products commercially from G-0 to Market within the target time plan.
• Succeeded in building & leading various cross team members to achieve ultimate goal on launching the services on time to market
Leading & Launching advanced Broadband services for STC’s Home Sector like the following:
• Xband Jood Premium Bundles the complete family needs package.
• VERVE 100 Mbps & 40 Mbps Services over Fibre Optics (FTTH).and.
• Introducing the VDSL technologies project in STC home sector.
• Public STC Wi-Fi Prepaid Card service.
• New Speed less domain (DSL restructuring) project.
• New Double Play Customer Premise Equipment (CPE) Project.
• VDSL2 CPE, FTTH ONT’s, IP Phones and Triple Play CPE Services/Devices.
.
Working in Export Sales Department as Export Sales Representative, main tasks involved managing export customers accounts, generating maximum sales, handling orders, checking stock, preparing invoices, certificate of origin, follow up in all stages of delivery until shipment/goods reach customers abroad country. and more
Assigned in the Marketing Department as a Marketing Specialist, my functions are mainly to support, assist and execute marketing activities related to sales support, public relation, event management and trade marketing and more...
1-Assigned in the Global Transaction Services (GTS) division which operates under Corporate Investment Banking Group (CIBG) Department to serve SAMBA corporate level clients.
2-My function was mainly to assist in Product Development process of "Samba-Connect" services. Moreover, our team developed a customer survey questioner to measure and increase account holders awareness level about "Samba-Connect" online services. The survey was officially approved and taken online.
3-In my internship period an optimum overview and job rotation was given to familiarize to various other related activities like Member of "Samba-Connect" product sales team, Cash management methods, International trade etc….
Bachelors of Science in Business Administration/Marketing Major GPA 2.98 1-Degree accredited by Association to Advance Collegiate Schools of Business, USA. 2-General Courses: Business Comm., Operations Management, Econ., Fin., MIS etc…. 3-Specialized Marketing related courses: Marketing Management, Advertising & Sales promotion, Sales Management, Marketing Research, International Marketing, Strategic Management, Org. Behavior, Org. Psychologies, and Supply Chain Management.
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