New Metrics LLC

Lead Customer Experience & Marketing Strategy projects across MENA.
Established and lead Market Research, Innovation Management, and Foresight practice.
Had the privilege to work with 50+ leading private and public clients across the MENA on transformative projects.
Mentored, coached, and trained more than 300+ managers and leaders from enterprises and government institutes.

Principal - Customer Experience, Research & Innovation

Zenith

Market Lead on Oman - managing the largest digital media spend in the Sultanate, covering Performance (SEM/SEO,Social), Digital Marketing, Social Content, and Media. 

Proud to have serviced Omantel, Bank Muscat, and our clients in Oman.

Business Director

Peppers & Rogers Group

Managed multiple projects in the Middle East as a subject matter expert on loyalty/CRM/retention, digital media, and digital content.
Areas of Expertise: Loyalty/CRM, Digital Transformation, Digital Marketing
Sectors of Expertise: Telecom, Media & Technology, Financial Services

Senior Manager

Boubyan Bank (Member of NBK Group)

Responsibilities included the following projects/units:
•	Innovation & Technology
•	Web Presence (website, microsites, landing pages)
•	Online Marketing
•	Social Media (management, engagement, monitoring, analysis)
•	Intranet Platform (development, update, design, training)

Manager - Digital Media

AWI Company

Spearheaded the digital transformation of the largest diversified media company in Kuwait, establishing its digital offering.

Launched various nationwide campaigns for multiple industries (Telcos, retail, elections campaigns, governmental bids) utilizing diverse media (out of home, newspapers, magazines, direct marketing, online, and social).

Successfully managed sales and operations of the leading classifieds and direct marketing company in Kuwait, and led its expansion into new partnerships and geographies.

Executive Manager (eCommerce/Digital Media)

KREE8it

Co-founded KREE8it after noting a gap in quality digital services offerings in the market. Proud to name L’Oreal, SanDisk, P&G, Nikon, AM Kharafi, Al-Hamra Tower, and The Scientific Center – Kuwait among the clients.

Co-Founder

Panasonic

In addition to heading the Panasonic ICT unit, I was responsible for management of other brands like SanDisk, RadioShack, among others.

Category Manager - Digital/ICT (Panasonic, SanDisk, RadioShack)

Alaa Halawi

ALDAR

Senior Vice President - Loyalty

Majid Al Futtaim

Loyalty Partnerships

Qantas

► Digital Product and Design: vision, strategy, experimentation, digital sales, ways of working, product lifecycle best practices  
► Customer Sales and Service: direct contact strategy, customer service propositions, management of proprietary and partner’s contact centres 
► Customer Experience: strategy, signature journeys definition and optimisation, embedding of CX practices, alignment of products and services to the preferences and needs of market segments
► Partnerships: partnering within Qantas Group and with external parties to achieve the company’s customer experience, digital sales, and transformation objectives

Chief Product & CX Officer - Loyalty

Head of Loyalty Digital Product & Contact Centres

Leading a team of sixty amazing product and design people that oversee the entire Qantas Frequent Flyer program  
► Qantas Frequent Flyer
► Qantas Hotels & Holidays
► Qantas Rewards Store 
► Qantas Shopping
► Qantas Wine
► Qantas Retail Partnerships
► Qantas Partners Credit Cards
► Qantas Money
► Qantas Insurance
► Qantas Wellbeing App
► Qantas Business Rewards
► Qantas App

Head of Qantas Loyalty Digital Product - Product Chapter Lead

Qantas Money
►	Premier Credit Cards
►	Travel Money
Qantas Insurance
►	Health & Life Insurance
►	Travel Insurance
►	Car Insurance
►	Wellbeing app

Head of Digital Product - Qantas Loyalty Ventures (Money & Insurance)

Head of Digital Product - Qantas Money

The Boston Consulting Group (BCG)

Digital transformation expert
►	Development of digital transformation strategy for leading pay-TV operator
►	Development of Digital Driving Licence business case for NSW Government

Consultant

R3 CEV

R3 is an innovation firm focused on building and empowering the next generation of global financial services technology. 

►	Development and commercialization of R3's product offering across the Asia Pacific region
►	Activation of Distributed Ledger Banking Consortium members in Australia, Japan and Korea.

Director - Product Strategy - APAC (Independent Contractor)

TrendRock

TrendRock.com.br is an online female fashion accessories store.

►	Commercialized and managed ecommerce business start-up
►	Developed social media online community from zero to 350k members in 10 months
►	Selected and managed digital agency and technology partners
►	Developed and managed commercial relationships with Chinese and Australian suppliers
►	Established and managed logistics and digital operations in Brazil

Managing Director (Co-Founder)

Telstra

Telstra is Australia's largest telecommunications and media company. The Digital business unit was formed to improve and oversee all digital sales and service channels of Telstra key customer segments.

►	Devised digital transformation roadmap of consumer and business segments 
►	Developed business investment case to accelerate evolution and adoption of digital channels 
►	Identified new digital revenue streams and business models
►	Developed growth opportunities and relationships within Telstra and with external partners
►	Led end-to-end life cycle of innovative digital propositions

General Manager - Business Development, Strategy & Planning - Telstra Digital

ING DIRECT Australia

ING Direct is a branchless direct bank offering services over the web, phone, ATM or by mail. 

►	Led the development of ING Direct bank digital strategy
►	Led global development of Mobile Banking evolution roadmap
►	Developed Contact Centre strategy
►	Executed strategic initiatives
►	Managed Continuous Improvement team

Manager - Direct Channels Strategy, Efficiency & Innovation

ING Direct is a branchless direct bank offering services over the web, phone, ATM or by mail. 

►	Led technical program delivery and launch of new financial products and compliance initiatives
►	Managed multiple projects with up to 30 developers, testers & business analysts

IT Program Manager

Figitt

Designed mobile marketing CRM platform licensed to Virgin Mobile and leading digital marketing firm Digital Alchemy.  

►	Australian Information Industry Association National Start-Up 2010 Merit Award
►	Recognized in 2010 IAB Awards for contribution to Virgin Mobile’s Brand Loyalty platform
►	More than one million transactions processed within the first year of operations

Head of Innovation & Operations (Co-Founder)

Avanade

Avanade is a at Microsoft-Accenture joint venture which provides business technology solutions and managed services. 

►	Covered various roles on large consulting engagements across Europe and Australia: Pre-sales, Project Manager, Solutions Architect and Technical Lead. 
►	Consulted at Unicredit Banca, IBM, Westpac, Australian Taxation Office, Tabcorp, BNP Paribas.
►	Developed and packaged software assets utilized by Avanade globally.

Senior Solutions Consultant

I am dedicated to delivering exceptional customer experiences through innovative product strategies that drive loyalty and revenue growth. With years of experience in product development, user experience, digital transformation, customer service, and engagement, I have a proven track record of transforming organisations into customer-centric businesses.

My expertise lies in understanding customer needs, identifying market trends, and developing product roadmaps that align with company goals. I excel in leading cross-functional teams and collaborating with stakeholders to bring products to market that exceed customer expectations and foster long-term relationships.

In addition, I have a deep understanding of user-centric design and technology, and I am passionate about creating seamless experiences at every touchpoint. I specialise in developing innovative digital-led propositions and creating strategies to improve the customer experience.

Throughout my career, I have leveraged data-driven insights to inform product and customer experience decisions, optimise processes, and increase customer satisfaction. My experience working for large organisations, management consulting, corporate ventures, and startups has allowed me to acquire a diverse set of skills, risk tolerance, an entrepreneurial mindset, a broad network, and flexibility.

If you're looking for a strategic leader who can drive innovation, growth, and exceptional customer experiences, I'd love to connect.

taplio

The Battle

Alaa Halawi

Antonio Addario

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