Major Responsibilities:Lead client proposal development and delivery of human-centric solutions to enhance collaboration, efficiencies, revenue, retention, and customer and employee experience.Manage planning, resources, budgets, and partnerships with digital product, analytics, UX, marketing, HR, and IT teams in the retail/ecommerce industry.Key Deliverables:- Launched digital product pods, boosting cross-team collaboration, enhancing customer experience and driving revenue growth.- Designed and built user research knowledge management system, increasing accessibility, reusability, and achieving cost savings.- Re-designed digital marketing automation process, reducing campaign lead times from weeks to days.- Optimized HR digital solution operating model, enhancing collaboration and reducing implementation costs.

Major Responsibilities:Led development of tailored solutions and proposals for prominent SaaS, hospital, telecom, and cruise line companies in the Gulf region. Produced and managed business development and sales opportunities in U.S. and Saudi Arabia, focusing on key sectors such as SaaS, government, telecom, financial services, healthcare, and tourism.Key Deliverables:- Established strong connections with industry leaders by leveraging social media outreach, content marketing, and thought leadership.- Achieved milestone of closing nxtting's inaugural U.S. market deal within first 60 days.- Drove over 80K brand impressions and acquisition of 19K leads by spearheading sales and marketing efforts in U.S.

Major Responsibilities:Took charge of sales and marketing operations in U.S., leading to 65K+ brand impressions.Recruited and managed a high-performing sales development team, resulting in 16K leads within eight weeks.Transitioned leadership responsibilities to the North America team and revamped go-to-market strategy for a UAE SaaS platform's soft launch in the U.S.Key Deliverables:- Boosted brand recognition and community engagement by assisting in implementation of social and digital marketing campaigns.- Qualified and converted more than 50 leads into productive discovery/demo meetings.

Major Responsibilities:Established and managed partnerships with key industry influencers to boost business profitability.Led a team of designers/developers and conducted market research and analysis to identify new target markets/competitive opportunities, leading to the successful expansion into a new international market.Key Deliverables:- Increased brand visibility and drove customer acquisition, resulting in a 25% increase in new customers.- Improved customer retention by 10% by executing customer feedback/analysis processes and improving product offerings.- Oversaw hiring and training of new team members, increasing team productivity and efficiency.

Major Responsibilities:Led sales and delivery of high-quality CX, EX, and innovation consulting services to Fortune 500 clients across finance, retail, healthcare, and technology industries.Identified new business opportunities, created compelling proposals, created pricing models, and negotiated contract terms to secure deals with clients.Drove customer satisfaction, retention, and repeat business through expert sales, strategic planning, cross-team leadership, and hands-on mentoring.Educated and mentored teams and clients on optimal human-centered design methods including customer research, journey mapping, storyboarding, blueprinting, and user story mapping.Key Deliverables:- Secured over $3M in revenue by leading solution architecture and delivery for cloud and technology clients across 35+ projects.- Built strong client relationships with key stakeholders, increasing sales growth and business expansion by over 50%.- Mentored teams on new processes and tools, boosting operational efficiency and customer/employee experiences.- Conducted interviews and made hiring recommendations, strengthening team capabilities across clients and projects.

Major Responsibilities:Led cross-functional strategic initiatives to develop experience strategies and design end-to-end experiences for Microsoft cloud services and other strategic investment areas.Directed global voice-of-customer research to deepen customer understanding, validate internal hypotheses, and inform improvements in key areas to increase customer loyalty and satisfaction.Key Deliverables:- Developed new customer experience management capabilities; monitored CX improvement initiatives for Microsoft cloud services, resulting in a 5-10% increase in customer Net Promoter Score (NPS) and satisfaction scores.- Delivered training and hands-on workshops to more than 250 employees in the U.S., Puerto Rico, Beijing, Tokyo, and Athens.- Established internal CX management capabilities, resulting in a reduction of external supplier spend by $1M annually.

Advised IT leadership on strategic investments to align to modern service management practices. Analyzed strategies and business architecture, facilitated capability assessments, developed multi-year improvement roadmaps, and recommended strategic investments to mature organizational capabilities.Advised IT leadership on a simplified operating model allowing the organization to reduce complexity and redundancies in business operations.Initiated IT service strategy processes. Designed and implemented a centralized service portfolio management tool. Facilitated workshops to define customer outcome-focused services.Drove adoption of software design best practices. Gained executive commitment for organizational adoption and led adoption efforts across 72 IT projects. Benefits include improved software usability, operational efficiencies through automation, and greater data integration across IT systems.Maximized engineering capacity through automated testing. Increased engineering capacity by 97,000 hours (~$3.8M ROI) by creating a test automation framework and automating 8,000+ test cases.Outsourced software localization operations. Achieved $4.2M cost savings through workforce restructuring and supplier rate negotiation. 95% of 300+ projects delivered on time/on budget, 95% SAT.

Supported Windows 7 product launch by designing a new product and marketing web site content management and publishing platform.Managed Windows Live and MSN online Help website (60 million monthly visitors) and editorial team, oversaw content development and publishing efforts, and planned and implemented projects to increase customer satisfaction and reduce technical support costs.Created and managed the web team responsible for building, localizing and publishing international product marketing and software security websites on Microsoft.com. Planned and implemented projects to decrease localization costs and time to launch international sites (from six months to one week).

Analyzed and documented sort order and alphabetization rules for over 20 Windows-supported languages for international software testing purposes.Performed usability testing for an international keyboard layout creation utility. Submitted feedback and bugs and used pre-release version to generate new international keyboard layouts.

Maintained client and translator relationships to ensure on-time delivery of high-quality localized Microsoft Office User Specialist certification exams (Office 2000/XP) in 16 languages.