Meet Khaled Nabhan - BlockchainConferences.io
Khaled Nabhan

Khaled Nabhan

Head of Customer Experience Bank Audi Sal

About

Khaled Nabhan is designing and developing big data solutions and functions to link, analyst and oversee the different systems. He improves ongoing reporting & analysis tools, dashboards to the best practices. He gives automation solutions for different reporting sources. He adopts Digital Banking projects and transformation.

Khaled defines service excellence strategy & framework across the bank, set and monitor service standards, drive external & internal service excellence through an efficient process. He is applying the Lean Six Sigma tools & methodology in Process improvement projects. He develops & enhances all delivery channels & customer touchpoints to achieve customer experience transformation for operational excellence & C-SAT. He develops and ensures delivery of analytical reports: process deviations, CX dashboard, VOC, C-SAT to the lines of business.

Khaled review processes on a priority basis to identify opportunities for improvement and prepare analysis reports to the business owners. He redesigns bank processes in order to align each process with the successful customer's needs(outcome). He is conducting meetings with business owners & proposes changes to the process in order to improve and meet customer's experience & with business owners & branches to present new upcoming process.

Khaled develops and maintains strong relationships with internal and external stakeholders to ensure the bank delivers superior CX. He facilitates the resolution of root causes analysis and ensures the proper handling and closing of customers' complaints in a timely manner and ensures Process capability, maintains Capacity-planning projects, standard times and SLA.

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