Master of Business Administration
Sprott School of Business, Carleton University
Concentration in Management and Change
Customer experience and strategy grounded in operational reality.
I connect customer needs, business priorities, technology, and frontline operations to create strategies teams can understand and deliver.
Customer Experience
Strategy · Transformation
Strategy · Transformation
My professional background includes customer experience, marketing, transformation, and continuous improvement work across telecommunications in Qatar, the Middle East, and North America. I have worked with Vodafone Qatar and across Bell Canada companies, including Distributel, Primus, and EBOX.
My experience includes customer journey improvement, customer communications, digital enablement, process improvement, project support, and coordination across business and technology teams. The Work section shows selected examples while protecting confidential information.
My approach combines structured analysis with practical implementation. I focus on the customer need, the available evidence, the operational constraints, and the actions required across business and technology teams.
Professional perspective
Customer, employee, and business needs belong in the same conversation.
I am at my best when a challenge involves several moving parts. I look across journeys, processes, systems, data, communications, frontline readiness, and business goals, then bring those elements into a structure people can act on.
I work through expertise, trust, careful listening, and open discussion of evidence, risks, and alternatives.
Selected experience and achievements
- Customer journey and digital self-service programs supporting large technology migrations.
- Voice of the Customer and continuous improvement practices across major journey touchpoints.
- Customer onboarding and lifecycle communication design, including HubSpot automation.
- Channel development and strategic partnership work in Qatar.
Education and professional development
Post Graduate Program in Generative AI for Business Applications
The University of Texas at Austin
Bachelor’s Degree in Cultural Studies
Université de Tunis
Areas of expertise
Connected capabilities across strategy and delivery.
These areas support advisory work and senior leadership opportunities without turning the site into a résumé.
Customer and Growth Strategy
- Customer experience strategy
- Customer journey design
- Lifecycle marketing
- Retention, save-back, and win-back
- Voice of the Customer
- Customer segmentation
- Survey strategy
- Channel development
Transformation and Operations
- Digital transformation
- Continuous improvement
- Business readiness
- Change management
- Process design
- Service design
- Operational risk reduction
- Go-to-market readiness
Technology and Data
- HubSpot CRM
- Marketing automation
- Digital self-service
- Business performance dashboards
- Data-informed decision-making
- Generative AI for business
- Business and system requirements
- Customer communication triggers
Leadership
- Cross-functional leadership
- Stakeholder management
- Team leadership
- Executive communication
- Structured problem-solving
- Strategic partnerships
- Collaborative feedback
- Leading through ambiguity
Languages
Arabic, English, and French.
ArabicNative
EnglishFluent
FrenchConversational
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