Osama Hawamdeh, CCXP
Independent Customer Experience Consultant
Independent Customer Experience Consultant A telecom engineer, customer experience specialist with 12 years of experience across contact center agencies, telecom and banking sectors. Obsessed with consumer behaviour and technology, with Certification in Six Sigma, EFQM, Customer Journey Mapping and Design thinking. While working in Orange Jordan, he was responsible for the dynamic voice of the customer (DVOC) program to increase the NPS score thought different touchpoints and increase customer satisfaction. Led the change towards Customer Centricity through initiatives like “Ebsher program” for the front-liner employees. Managed customer journey improvements for different products and customer segments. Designed & enhanced the back office processes to be automated (RPA). Osama Established the Customer Experience team at Bank of Jordan and initiated the DVOC program, to capture the customer feedback instantly. Enhanced the mobile banking experience by making it more customer centric and effortless, which increased satisfaction and revenue. Managed to go live with CRM project and improve the system to be more data centric, and led the change management in the organization accordingly. Currently working as a customer experience consultant, handling different CX projects in the GCC government and private sectors.