Customer Experience and Operations Director
Tent and Bear
Total years of experience :24 years, 1 Months
Consulting businesses for web and mobile app design projects to improve customer experience and optimise digital strategy. Managing the operations for Tent and Bear for various projects in the Middle East.
- Working with businesses directly and through agencies, offering consultancy services for digital strategy and e-commerce operations
- Guiding clients across industries and sectors (finance, FMCG, retail, distribution, travel, aviation, etc.) to achieve success online regardless of business size or business model.
Managing a team of 12 designers and developers on a web and mobile app redesign and re-branding project for a major media agency for their online news website. Product Manager responsible for business requirements, review of designs and sign off on delivery.
on site for 4 months with a Government client in Abu Dhabi, leading a 20+ member design team as CX Director.
Supporting the project team on a digital transformation project for a government entity.
Collaborating with the Executive Creative Director, Creative Director and Delivery Lead on design decisions by putting the needs of customers front and centre, and by focusing on the end-to-end customer journey.
Responsible for running the user testing program and engaging with customers to test and iterate designs for continuous improvement.
Managing three (3) segments of work focusing on customer experience, across the client pod (research), UX pod (customer journey maps, wireframes and testing) and UI pod.
Worked on site at Thomson Reuters for 3 months in Dubai helping the marketing team define the digital strategy for their emerging business division.
- Worked with Executive Management and key stakeholders to define the corporate e-commerce strategy in line with the overarching commercial strategy
- Drove online revenue and profitability by identifying strategic opportunities to grow the online business, increase visitors, improve conversion rates, capture larger average order sizes and manage margin performance in both B2B and B2C areas
- Developed and executed marketing strategies that maximize promotional campaigns to drive sales, including search engine marketing, online advertising, social media and on-site campaigns
- Delivered a fantastic online customer experience via a responsive corporate website and booking engine (e-commerce portal) with all content and functionality as per stakeholder requirements, to maximise engagement with the brand and conversion to sales
- Implemented a new payment service provider for online transactions to address loss of revenue from credit card processing and to improve user experience with payments
- Strategic - Improved & expanded e-Commerce proposition - assist the Vice President (e-Commerce) in delivering a product strategy for newly developing e-Commerce opportunities for Emirates Airline
- Planning - Product design & development - Identified product opportunity areas and project concepts and supported them with business case analysis. Translated business opportunities into new business product roadmap
- Project management - Developed business case and project initiation plans and managed the product development lifecycle with the technology teams to keep project on track
Emirates Consortium MBA