Magdi Yousif

Results-driven professional with 15+ years of success optimizing customer journeys and enhancing experiences. Proven expertise in aligning interactions with brand values, surpassing customer expectations, and implementing practical solutions for world-class journeys. Recognized for achieving a 20% increase in conversion rates, leading to a SR15 million revenue boost. Adept at data-driven analysis and ensuring seamless online-to-offline transitions, resulting in a 15% improvement in customer satisfaction scores.

Tawuniya Insurance Company, Saudi Arabia

Customer Experience Specialist December 2015 – October 2023

• Accomplished the creation of detailed customer journey maps, mapping the entire end-to-end customer experience and highlighting critical touchpoints and pain points, resulting in a comprehensive understanding of the customer's perspective.
• Identified and prioritized pain points and bottlenecks within the customer journey through a systematic assessment, focusing on areas requiring immediate attention and enhancement, which contributed to a more streamlined and efficient customer experience.
• Conducted user feedback sessions and usability tests to identify pain points and usability issues, leading to the implementation of targeted improvements and a 25% boost in user satisfaction.
• Established and implemented key UX performance metrics, including task success rates and time-on-task measurements, resulting in a 15% improvement in overall user task efficiency.
• Led market research initiatives, employing questionnaires and focus groups to gather valuable insights on customer experience and satisfaction, informing strategic decisions and improvements.
• Enhanced user experience by redesigning key product interfaces, resulting in a 30% increase in user engagement and a 20% reduction in abandonment rates.

Zain Telecommunication Company, Saudi Arabia & Sudan

Customer Experience Specialist January 2008 - December 2015

• Collaborated with cross-functional teams, including marketing, sales, product development, and customer support, aligning strategies and initiatives with the customer journey, resulting in a cohesive and customer-centric approach.
• Delivered actionable recommendations to enhance the customer journey and elevate overall customer satisfaction by conducting thorough assessments, leading to a notable 15% improvement in customer satisfaction.
• Executed pre-launch readiness tests for products and services under realistic conditions, ensuring their functionality and performance met expectations through stringent testing measures.
• Identified and prioritized critical testing areas, verifying the presence of requested functionalities and addressing shortcomings, resulting in a 20% reduction in post-launch issues.
• Collaborated with regional teams in monthly validation trips, testing enterprise products and services in various regions, ensuring consistent functionality and reliability across diverse geographic contexts.

Omdurman Ahlia University, Sudan

Bachelor’s degree in business administrative science 2002