Moataz Nafea

Strategic Customer Experience and Digital Transformation executive with 25+ years of leadership across banking, telecom, and utilities in the Middle East and North Africa. Proven record designing and operationalizing enterprise-wide CX strategies, omnichannel service models, and digital transformation roadmaps that drive measurable NPS, CSAT, and revenue outcomes. Deep expertise in operating model redesign, Voice of Customer (VoC) programs, governance frameworks, and Generative AI enablement.

Trusted advisor to C-suite and regulatory stakeholders on customer journey design, digital banking, AI-enabled process optimization, and performance management.

Customer Experience & Digital Transformation Leader at QualiValue (2022-03 – Present)

• Lead enterprise-wide customer journey design and omnichannel CX transformation for the Retail Banking division, establishing best-practice service standards across digital and physical touchpoints.
• Design and implement end-to-end CX governance frameworks, Voice of Customer (VoC) programs, and NPS/CSAT measurement systems to drive continuous service improvement.
• Develop human-centered design (HCD) methodologies and UX-led digital journey blueprints, translating CX strategy into executable digital products and service experiences.
• Advise senior leadership on Generative AI use-case identification, AI-enabled process optimization, and digital adoption strategies across customer-facing functions.
• Deliver accessibility-compliant service design solutions covering people, processes, and technology to align with Central Bank of Oman regulatory requirements.

Head of Strategy & Corporate Performance at Muscat Electricity Distribution Company (MEDC) (2013-06 – 2022-02)

• Converted shareholder and stakeholder vision into an actionable enterprise strategy, leading large-scale transformation from a process-oriented to a fully customer-centric operating model.
• Restructured end-to-end customer service operations; established performance KPI frameworks, SLAs, and governance for Retail and Distribution divisions achieving 110% of sector performance targets in 2016 and 102% in 2017.
• Delivered 25% strategic cost reduction across Meter Reading, Billing, and Collections through Lean process redesign and digital workflow automation.
• Launched Oman's first prepaid metering solution and accelerated billing system digital transformation ahead of schedule; established IT operating models, role definitions, and competency frameworks.
• Redesigned the corporate risk management framework and institutionalized utility-wide compliance policies, supported by digital compliance tracking and audit systems.
• Appointed as National Board Member of the Customer Service Improvement Committee and National Board Member for the Prepaid Metering Solution initiative.

Head of Customer Care at STC Specialized (Saudi Telecom Company) (2008-08 – 2013-05)

• Led strategic restructuring of the Customer Care division to support a B2B-focused operating model transition, aligning service delivery with commercial objectives.
• Achieved 55% improvement in collections performance and 24% revenue uplift through redesigned collection methodologies and enhanced omnichannel payment infrastructure.
• Reduced customer churn by 33% year-over-year through targeted NPS and satisfaction programs, proactive service recovery, and enhanced customer engagement strategies.
• Accelerated complaint resolution by 75%, reducing average resolution time from 24 hours to 6 hours via process reengineering and CRM optimization.
• Represented the commercial function on the CRM and Billing System Steering Committee; led succession planning and nationalization programs for critical customer care roles.

Business Solution Consultant – Contact Center & CX at Insights-ME (2004-11 – 2008-07)

• Managed 5 concurrent Contact Center and Customer Service transformation projects across the Middle East, collectively covering 3,900 employees across 3 telecom companies and 2 banks.
• Delivered operating model design, workforce management frameworks, IVR optimization, and CRM implementation advisory for clients in the UAE, KSA, and GCC region.

Customer Operations Specialist at Vodafone Egypt (2000-03 – 2004-10)

• Progressed from Contact Center Agent to Trainer within 6 months; built and delivered training curricula across customer service, product knowledge, and quality standards.
• Contributed across CX functions including Product Development, IVR Design, CRM Administration, Quality Assurance, and Contact Center Workforce Planning.

Bachelor of Economics in Economics – Cairo University (1997)