Reem Aleithan

Digital Experience:

• maturity assessment of digital support channels against global competitors
• self-service benchmarking and proposal for opportunities to enhance stc self-service.

Created the Voice of Customer stream at the corporate level

• Twitter, google maps reviews, android & apple app reviews
• Automating ETL pipeline
• Customer Experience sentiment analysis & trending topics
• Market benchmarking
• MicroStrategy dashboard

Silent Complainers: Identified, predicted, and clustered unsatisfied customers who didn’t raise a complaint (silent complainers) based on behavioral and technical data.

Digital Voice Assistant: Propose and outsource Personal Virtual Assistant to create a single channel for customer support for all stc subsidiaries

I worked as a project representative for the Huawei team outsourced to stc.

Projects:

• Customer Experience Index (CEI+): managed Huawei team to create CEI for individual customer level B2C & B2B based on experience KPIs and correlated to Experience Business outcomes. My responsibilities included:

- Setting Business goals and drivers that correlate between this new index and customer experience (ARPU, Churn, CSAT, & NPS).

- KPI setting, Binning, and thresholding

- Making sure all customer journey phases and channels are covered in the pipeline.

- Supporting technical team to build a churn and ARPU prediction model

- Support technical team to build the correct methodology to calculate CEI+ using weighted sum of features correlated to selected business outcomes.

• Persona: created low and high level designs to meet business requirements and expectations for creating customer personas using machine learning predictions based on customer behaviors, demographics, and technographic to support proactive customer experience and increase targeted sales for B2C.
• Customer 360: created low and high level designs to meet business requirements and expectations for creating a complete database of B2C customer base which gives a 360 view of the customer. Including basic customer features such as demographics, usage, and browsing, and advanced predicted features such as gender and wage.