Raza Arshad Email & Phone Number

Dubai, United Arab Emirates

• Managing initiatives for multi-channel service assessment to engage with customers to evaluate their interpretation and experience for service usage across multiple service delivery channels.• Identifying business and technological challenges and providing recommendations for service design and improvement.• Leading implementation of ISO 24082 standard for Outstanding Customer Experience.• Collecting and corroborating transactional and footfall data for more than 240 services… Show more • Managing initiatives for multi-channel service assessment to engage with customers to evaluate their interpretation and experience for service usage across multiple service delivery channels.• Identifying business and technological challenges and providing recommendations for service design and improvement.• Leading implementation of ISO 24082 standard for Outstanding Customer Experience.• Collecting and corroborating transactional and footfall data for more than 240 services across 10+ delivery channel categories and reporting to Dubai Executive Council.• Utilizing transactional data for prioritizing services, delivery channels and locations for services assessments and improvement initiatives.• Identifying patterns and generating insights using transactional and complaints data and proposing initiatives for service digitalization.• Recommending opportunities for consistent and proactive digital-first experience for services.• Quantitatively and qualitatively identifying needs to minimize data requirements for integrated systems to provide services through unified and customized channels based on customer’s preference. Show less

Dubai, Uae

• Designing, conducting and leading Customer Engagement initiatives to educe expectation for improving Customer Experience utilizing Customer Journey Maps, Empathy Maps, and Data Models as part of service improvement programs.• As a core member for service redefinition exercise using an outside-in approach to delineate services based on customer touchpoints to identify & manage customer expectations and improve thier experience.• Developing and implementing approaches for consistent… Show more • Designing, conducting and leading Customer Engagement initiatives to educe expectation for improving Customer Experience utilizing Customer Journey Maps, Empathy Maps, and Data Models as part of service improvement programs.• As a core member for service redefinition exercise using an outside-in approach to delineate services based on customer touchpoints to identify & manage customer expectations and improve thier experience.• Developing and implementing approaches for consistent multichannel service delivery and recommending refinements for Customer Happiness Charter based on service utilization data.• Developing strategies and frameworks for Digital Transformation, Service Innovation, Mobile Services Delivery, Service Delivery Channel Selection as well as formulated strategic IT plans to successfully align the IT initiatives/projects with Corporate and Smart Dubai Government strategies.• Designing and conducting workshops, lectures and engagement sessions for clients, peers, and partners for Customer Experience Management, Business Models, IT Governance, Digital Transformation focusing on non-traditional and practical approaches to achieving results.• Codeveloping a bespoke framework for prioritizing the IT Project Portfolio, utilizing internal & external strategic alignment, innovation qualifiers, technical feasibility, business maturity, customer insights, financial constraints and Government Mandates.• As a core member of the winning teams as well as criterion owner, working on Dubai Government Excellence Program (DGEP) for Leading Government Entity and Best Entity in the Field of Smart Government, Dubai Model and Hamdan Bin Mohamad Program for Smart Government for multiple cycles. Show less

Working as Manager Quality Engineering/Manager Security & Compliance, managed the implementation of Information Security Management System Standards ISO 27001:2005, Payment Card Industry Standard PCI-DSS 1.1, and CMMI-Dev 1.2 ML 2 for software development and support operation looking after regulatory, statuary and process compliance issues in the relevant industry. Acted as the Single Point of Contact/Chief Information Security Officer for respective certifications.Represented the… Show more Working as Manager Quality Engineering/Manager Security & Compliance, managed the implementation of Information Security Management System Standards ISO 27001:2005, Payment Card Industry Standard PCI-DSS 1.1, and CMMI-Dev 1.2 ML 2 for software development and support operation looking after regulatory, statuary and process compliance issues in the relevant industry. Acted as the Single Point of Contact/Chief Information Security Officer for respective certifications.Represented the organization in 2nd party audits and participated in customer engagement sessions to answer queries/concerns related to information security and process maturity. Show less

Lahore/ Karachi, Pakistan

Lahore, Pakistan

Lahore, Pakistan

Lahore, Pakistan

Lahore, Pakistan

Mba, Marketing

Bachelor Of Computer Science, Computer Software Engineering

Fsc, Pre- Engineering

Education record