Responsible for providing key customer insights to the product team to aid improved design of the customer service portal 'mySAWater' based on HCD using agile PM methodology. Areas of redesign included Registration, Payments and the Help pages on the portal

Led the design, set up and operational executions of the various CX initiatives that Keolis Downer Adelaide has been contracted to implement across the Adelaide Metropolitan Rail Network.Awards and recognition•Part of the core CX Team awarded the Customer Service Champion Award for the Customer Service Team of the Year 2022 (Large) by Customer Service Institute of Australia (CSIA) •Championed the Keolis Signature Services Program for Adelaide winning the Keolis Global CX… Show more Led the design, set up and operational executions of the various CX initiatives that Keolis Downer Adelaide has been contracted to implement across the Adelaide Metropolitan Rail Network.Awards and recognition•Part of the core CX Team awarded the Customer Service Champion Award for the Customer Service Team of the Year 2022 (Large) by Customer Service Institute of Australia (CSIA) •Championed the Keolis Signature Services Program for Adelaide winning the Keolis Global CX Awards in 2022 for (1) Human Factors of Customer Service Category Award for content and (2) Jury’s Favorite Prize for its evaluation program.leadership role in driving major initiatives in terms of concept, design and implementation The Keolis Signature Services (KSS) for KDA •Developed and implemented the service gestures for the front-line staff that addressed customer pain points around (1) Friendliness (2) Safety (3) Disruptions (4) Accessibility needs basis primary research with passengers and via consultation with various KDA teams, KDA Management and Dept. of Transport. •Instituted an evaluation program to measure impact of the KSS gestures – Via a detailed NPS passenger survey across the AMPRN undertaken on a monthly basis. Frontline staff application - Developed via an external vendor focusing on digitalization of key features used by the KDA frontline enabling quicker and more accurate data transfer to the KDA management and Dept. of Transport Customer JP application - Developed for the AMPRN having superior USPs based on need gap analysis done vs other apps in Adelaide via customer research •Led engagements with KDA teams, the app developer, KDA senior management and with Dept. of Transport to finalize the concept and have it approved •Formal public launch of the application is planned in 2023 Other initiatives actively involved in areMeet the Manager Program, Cleanliness audits, Customer delight sessions, Reduction on shopping trolleys within stations and others Show less

•Research expert driving the Customer Experience Research Program for Qatar Rail Services. Based in client premises serviced client teams on carrying out needs assessments, research scope discussions, research tool designs and reporting delivery.•End to end project execution comprising of research design, data collection, data analysis and presentation preparation via a team of junior researchers• Reporting of revenue figures to senior management on a regular… Show more •Research expert driving the Customer Experience Research Program for Qatar Rail Services. Based in client premises serviced client teams on carrying out needs assessments, research scope discussions, research tool designs and reporting delivery.•End to end project execution comprising of research design, data collection, data analysis and presentation preparation via a team of junior researchers• Reporting of revenue figures to senior management on a regular basis to track financial KPIs Key highlights and value additions Designed and implemented the following research tools for Qatar Rail: Social Media Monitoring Tool (via Tableau) used by the Qatar Rail’s Digital Marketing Team to monitor posts, sentiment and engagement across official handles. This primarily enabled targeting of account holders posting negative posts with large reach on a daily basis. Service Audit Tool (Via Tableau) to monitor compliance against SLA with set Targets on customer touchpoints. This enabled Qatar Rail to track performance and impose financial penalties on its vendors failing to meet targets. Customer Satisfaction program (via Cisco CX Platform) to monitor NPS and CSAT across touchpoints (Metro, Contact Centre, Social Media official handles, Metro App & SMS). This enabled understand key drivers for each touchpoint, monitor performance against contractual targets. Show less

•Lead role in Account Management for large scale client Telecom accounts i.e. Etisalat in UAE & Afghanistan, Microsoft Gulf, Huawei Middle East and Zain Group, accounting for a sizeable revenue for the MENA region.•Responsible for proposal delivery, day to day communication, project execution, presentation design and delivery to client teams•Key studies worked upon were Brand Health Evaluations, Customer Experience and Satisfaction studies, Product & Concept tests, Segmentation… Show more •Lead role in Account Management for large scale client Telecom accounts i.e. Etisalat in UAE & Afghanistan, Microsoft Gulf, Huawei Middle East and Zain Group, accounting for a sizeable revenue for the MENA region.•Responsible for proposal delivery, day to day communication, project execution, presentation design and delivery to client teams•Key studies worked upon were Brand Health Evaluations, Customer Experience and Satisfaction studies, Product & Concept tests, Segmentation & Profiling, Market share estimations•Responsible for the overall development of 3 executives which involved objective setting, performance reviews, mentoring them while overseeing project execution by them. Key highlights and value additions •Independently managed the Customer Experience Tracking Program for Microsoft across 12 MEA markets aimed at monitoring effectiveness of Retail Push and Consumer Pull. The Analysis framework proposed for the evaluation was adopted by Microsoft as best practice for the region, results of which were used for financial compensations for stores in the region. •Instrumental in building relationship with Huawei’s handset division (new line of business) within the MENA region by offering low cost, quick turnaround solutions on Brand, Ad measurement and product tests. This resulted in Nielsen acquiring 100% of their adhoc business for the year in 2017•Instrumental in bringing about process efficiencies for a client’s call center via analysis performed on a customer experience tracking study (via customer effort). This led the client to use results from this research program to base compensation for its call center staff. •Played a lead role on client development and design of several large scale brand tracking and customer satisfaction / NPS tracking and Adhoc studies for technology clients in the MENAP region. Actively involved in proposal pitches, presentation delivery to stakeholders within client MARCOM teams. Show less

End to end project execution for several projects across industries FMCG, Banking and Telecom involving proposal design, questionnaire development, analysis and presentation construction

•End to end project execution for Pernod Ricard Australia, Whisky, Bourbon and RTD business •Brand health evaluation Key value addition •Aided a Whisky brand team design an appropriate sponsorship platform which helped it gain brand share in Australia. This was via analysis performed integrating consumer data from brand tracking together with sales and media data.

Independently managed a project across the MENAP and APAC markets for the Doha Asian Games Organizing Committee.