As an accomplished Customer Experience (CX) and Learning & Development (L&D) expert, I specialize in leading large-scale cultural and digital transformation initiatives and designing and launching customized CX service frameworks. This specialized work has allowed me to work with esteemed organizations in the U.S., Europe, Asia, and the MENA region across many industries, including entertainment, healthcare, financial services, insurance, automotive, airline, government, and hospitality. The transformations and CX initiatives I lead are executed and sustained by implementing a comprehensive L&D strategy designed to align, upskill, and new-skill across all functions and roles.CAREER HIGHLIGHTS Customer Experience I headed a globally focused joint venture between McKinsey & Co. and the Disney Institute and led its CX consulting practice. Client engagements involved conducting culture assessments and partnering with internal champions and C-level executives to design and implement CX service frameworks to drive NPS, CSAT, loyalty metrics, and revenue growth. The last step involved establishing listening posts and building matrix reporting structures to identify CX-related opportunities for refining and enhancing data-driven CX decision-making and innovation.Learning & Development I established corporate universities at Centene Corporation, a Fortune 25 healthcare company, and Majid Al Futtaim (MAF), a MENA region holding company based in the UAE. As the Dean of Centene University, I lead the Accelerating Innovation, Customer Centricity, and Digital Transformation learning initiatives. As the Chief Learning Officer at MAF, I launched the university's School of Analytics and Technology and the CX-focused School of Great Moments. My unique approach to L&D involves instilling an edutainment curriculum design mindset focused on creating engaging learning journeys to deliver on specific learning goals while leveraging various modalities.Leadership and DEI I am a former Disney University Leaders Pathway instructional designer and master facilitator and a graduate of The Center for Creative Leadership's LDP and Leading Teams for Impact. While leading CAA's global L&D function, I partnered with talent agents, executive leadership, and a world-renowned DEI consulting firm to develop and launch customized learning journeys for all employees. I have a global perspective and an innate DEI mindset. I have spent several years leading teams in Europe, Asia, and the MENA region, including two years living in Dubai. I currently reside in Saudi Arabia.