Mohammed Morad (Ccxp, Cim) Email & Phone Number

United Kingdom

Dubai, United Arab Emirates

Head of Customer Advocacy and Customer Experience Function at Property Finder Group based in Dubai, covering multiple regions across the Middle East, including Egypt, Qatar, Bahrain and KSA.Leading on delivering the B2B customer experience voice of the customer strategy for the group including relationship (NPS & C-SAT), touchpoint and customer journey measurement, management and improvement.Managing & transforming Partner Support function across the Property Finder group… Show more Head of Customer Advocacy and Customer Experience Function at Property Finder Group based in Dubai, covering multiple regions across the Middle East, including Egypt, Qatar, Bahrain and KSA.Leading on delivering the B2B customer experience voice of the customer strategy for the group including relationship (NPS & C-SAT), touchpoint and customer journey measurement, management and improvement.Managing & transforming Partner Support function across the Property Finder group driving a great place to work, great quality and customer satisfaction, operational efficiency, improving processes, delivering commercial value and transforming towards support for the future.Heading up Customer Experience Insight function monitoring, measuring, reporting and driving data led change and valuable customer and operational insight. Show less

• Defined, created, delivered Customer Visions, Principles, Strategies & Plans - Approval process via to board members and SLT forum governance.• Managed significant capex (5m+) and opex (2M+) budget & people resource to deliver customer led change.• Delivered market leading results through CX and Journey Improvements: Improved NPS (+25pt YoY), Improved Service Satisfaction (+10pt YoY), Reduced complaints (>50%), external benchmarking (CXA Awards, NPS Competitor benchmarking)… Show more • Defined, created, delivered Customer Visions, Principles, Strategies & Plans - Approval process via to board members and SLT forum governance.• Managed significant capex (5m+) and opex (2M+) budget & people resource to deliver customer led change.• Delivered market leading results through CX and Journey Improvements: Improved NPS (+25pt YoY), Improved Service Satisfaction (+10pt YoY), Reduced complaints (>50%), external benchmarking (CXA Awards, NPS Competitor benchmarking), operational demand (>10m saving YoY), churn (<1%) – actioned from customer insight. Gold Winner CXA Awards 2022 – CX Strategy• Created and delivered customer culture (+ eNPS) – empathy with customers, advocacy of people, alignment to purpose and understanding of the customer journey strategy. (CX Principles, Journey Lifecycle, Customer Research)• Created unique customer journey satisfaction framework. Bespoke to needs of the business vs. strategy/plan.• Customer service transformation aligned and anchored with CX and Journey principles.• External best practice, benchmarking & performance to define the vision, future ambition & position. KPMG, ICS, Medallia, Ofcom• Target setting, policing and ongoing measurement and governance against customer & journey KPIs, aligned to the 3YP strategy and annual plans.• Driving the strategy & engagement plan for differentiated journey experience and deploying effective governance across the organisation to manage through journeys. • Advise with insight solutions to influence strategy, business plans & tangible outcomes as a Journey Led organisation. Show less

Bolton, United Kingdom

• Insight led approach – prioritising, designing, and delivering improvement initiatives cross functionally.• Delivered a world class customer experience improving CSI (+5pts) and NPS (+3pts) while reducing Churn (<1%) in line with Marketing 3YP.• Driving the strategy & engagement plan for differentiated journey experience and deploying effective governance across the organisation to manage through journeys. • Consultation with Products, propositions, and trading teams to ensure… Show more • Insight led approach – prioritising, designing, and delivering improvement initiatives cross functionally.• Delivered a world class customer experience improving CSI (+5pts) and NPS (+3pts) while reducing Churn (<1%) in line with Marketing 3YP.• Driving the strategy & engagement plan for differentiated journey experience and deploying effective governance across the organisation to manage through journeys. • Consultation with Products, propositions, and trading teams to ensure voice of the customer in final products and services as well as influencing overall marketing strategy, business plans & tangible outcomes to deliver a Journey Led organisation. Show less

Slough

• Organisation lead for the Customer Centered Design (CCD) for CEX as part of cross functional change and delivery process.• Product. Proposition, service design and shaping from customer perspective. Journey Mapping, Personas, CX Risks, Customer Experience Board approval or rejection• Customer experience governance across all stages of the CAPEX business change delivery process to ensure only products and services that deliver the best possible customer experience are launched and all… Show more • Organisation lead for the Customer Centered Design (CCD) for CEX as part of cross functional change and delivery process.• Product. Proposition, service design and shaping from customer perspective. Journey Mapping, Personas, CX Risks, Customer Experience Board approval or rejection• Customer experience governance across all stages of the CAPEX business change delivery process to ensure only products and services that deliver the best possible customer experience are launched and all risks are mitigated or resolved.• Responsible for driving a real understanding and culture change on why focusing on customer experience satisfaction is the path to business success, financial and otherwise. Show less

Bolton, England, United Kingdom

• Analyse CEX Data and Insight. Review key drivers with Stakeholders, create plan of action and monitor.• Voice of the customer across change delivery• Deliver continuous improvement related to customer experience to improve CSI.

Home Worker

• Responsible for understanding and interpreting business needs into Business and IT requirements to maximise early delivery of business value. • Completing feasibility, prioritisation and shaping Sales & Marketing lead Propositions• Defining and documenting the business scope and requirements within relevant requirement documents•Leading and presenting workshops covering all sales channels involving many attendees and areas (Approx. 50+)• Engaging, managing and influencing… Show more • Responsible for understanding and interpreting business needs into Business and IT requirements to maximise early delivery of business value. • Completing feasibility, prioritisation and shaping Sales & Marketing lead Propositions• Defining and documenting the business scope and requirements within relevant requirement documents•Leading and presenting workshops covering all sales channels involving many attendees and areas (Approx. 50+)• Engaging, managing and influencing stakeholders across many different business areas• Working across B2C and B2B business• Working on large propositions including key device launches such as the iPhone and Samsung product launches; O2 Refresh, which has changed the face of consumer mobile network contracts; 4G, O2 Rewards, Consumer and Business Tariff Refresh propositions.• Producing customer journey maps, customer persona’s and story boards to shape requirements and deliver the best customer experience• Exceeding annual individual business objectives Show less

Manchester, United Kingdom

• Managing the design and delivery of consumer segment projects covering tactical marketing propositions and campaigns, infrastructure, system projects and organisational change including changes to the operational model and change driven by major product launches.• Championing the customer and agent experiences• Providing consultancy to proposition and business owners on delivery of customer and agent impacting change• Leading cross-functional teams through all stages of the… Show more • Managing the design and delivery of consumer segment projects covering tactical marketing propositions and campaigns, infrastructure, system projects and organisational change including changes to the operational model and change driven by major product launches.• Championing the customer and agent experiences• Providing consultancy to proposition and business owners on delivery of customer and agent impacting change• Leading cross-functional teams through all stages of the project lifecycle from idea and scope to implement and in-life.• Working within the O2 change process on behalf of Customer Service, ensuring that the site and segments requirements for Marketing propositions and infrastructure projects are designed and delivered to specification and timeframe.• Supporting Sales and Marketing in the creation of effective campaign and proposition solutions by advising (on behalf of customer services) on the most effective methods of deployment and recommending in-life improvement solutions Show less

Bury, United Kingdom

• Project managing change into voice and retail sales and service operation• Championing the customer and people experience to ensure minimal impact to the end customer• Managing delivery of communications, intranet content updates, system reference data, processes and external customer help site to ensure voice and retail sales and service agents were able to support business changes

Salford, United Kingdon

• Providing healthcare and treatment of eye disorders such as strabismus, diplopia and amblyopia• Working with consultants, registrars and clinical specialists to diagnose and treat disorders• Running hospital and community clinics• Providing training and support to students• Delivering school screening programmes

Wigan, United Kingdom

• Providing healthcare and treatment of eye disorders such as strabismus, diplopia and amblyopia• Working with consultants, registrars and clinical specialists to diagnose and treat disorders• Running hospital and community clinics• Providing training and support to students

Bschons Orthoptics

Biology, Chemistry, Information Technology