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Work Background
Human2outcomePartner
Jun. 2023Behind every business problem to be solved, there is a human problem to be solved. Human2outcome transforms the mindsets of leaders to modify their behavior in accord with growth mindset, people-centricity and servant leadership principles in order to create waves of change across an organization. We provide custom corporate education and training programs that shift the mindsets of senior and high-potential leaders resulting in behavioral change. We design and deliver operational projects to improve the customer and employee experience. We offer high-intensity mentoring and coaching to executives to unlock and unfreeze their potential and amplify their inner strengths. We are particularly interested in emerging and developing geo and sector markets.
Majid Al FuttaimCX Expert Facilitator | Leadership Institute | School of Customer Experience
Oct. 2022 - May. 2023Dubai, United Arab EmiratesMajid Al Futtaim is a Dubai based 46,000 employee (120 nationalities) conglomerate operating in 16 countries in the Middle East, Africa and Central Europe. It has a wide portfolio of businesses in industries including, shopping malls, retail, grocery, housing, hotels, cinemas and entertainment. Some of their iconic businesses include Ski Dubai, Mall of the Emirates, Mall of Egypt, City Centre, Carrefour, lululemon, Lego, VOX Cinema, Kempinski Hotel, etc. Majid Al Futtaim’s namesake founder, Mr. Majid Al Futtaim’s vision for the company was to “Deliver great moments for everyone, everyday” with customer experience as one of the company’s two strategic pillars. The Leadership Institute was developed to help make that manifest across the whole of the organization. I was helping the organization to build and promote a more customer-centric culture and way of doing business by delivering training programs to various levels of management - from back-office functions to front-level managers.
Beyond Philosophy LLCPrincipal Consultant
Oct. 2018 - Aug. 2023London, United KingdomOver 12 years working with the C-management suite and their direct reports on projects ranging from Advanced Customer Research and Data-Based Strategy Development, Behavioral Journey Mapping, Training (delivering courses for senior leadership, CX Teams, and front line employees), Gap-Assessments, etc. I have worked extensively with Blue Chip clients in the US, Canada, and the Middle East with occasional projects in China, India, Africa, and some EU countries. A big part of my role has always been in Sales and Business Development but as a Principal Consultant, I was also leading our efforts to expand our expertise and service offerings. This led me to fields of Facial Emotion Recognition and lately, AI and Machine Learning.
Beyond Philosophy LLCPrincipal Consultant - Associate
Sep. 2018London, England, United KingdomHelping organizations achieve organic growth through Customer Experience and Behavior Science. We help organizations set their strategy and laser-focus their efforts on the aspects that will deliver the most value to the business and its customers by conducting advanced customer research. We help businesses (re)design their customer experience journeys through the use of Design Thinking, Journey Mapping and Behavior Science principles and methodologies. We help organizations change their company culture and mindset to be more customer-centric and use simple tools to contribute to the overall customer experience through training and education programs for senior leaders, middle-management, and the front-line.
Experience Economy ConsultingEntrepreneur - Store Manager
Mar. 2016 - Sep. 2018Sofia, BulgariaI saw the future potential in electric bikes and at the time there were no good-looking websites and shops specialized in e-bikes in my home country. So I decided to invest in a boutique-looking shop in a rich and artisan neighborhood near the city center a sleek-looking and modern design website. I formed a partnership with a local producer and became the sole representative in Sofia. The store was not the typical cluttered bike shop but felt more like a boutique art gallery (by the words of some customers) and had a selection of bikes on display. Customers could test-drive them and walk out with the bike or place an order. I cashed in on it when my son was born.
Beyond Philosophy LLCSenior Consultant
Jan. 2010 - Sep. 2018London, England Metropolitan AreaAs a Senior Consultant at Beyond Philosophy, one of the first solely dedicated to Customer Experience consultancies, I was responsible for the quality of delivery of our projects with clients. I was the Team-Lead on Customer Research Projects aiming the find the drivers of value for the organization and create a data-based strategy; Behavior Journey Mapping projects; Customer Experience Training projects, Customer Centricity Gap Assessments, etc. As prospect clients were always interested to speak to someone with experience in the field, I was also responsible for sales conversions. In addition to this, I was also involved in marketing and business development activities ranging from Conference Speaking, Webinars, Though-Leadership research to white-paper and blog writing.
Beyond PhilosophyData Analyst
Jun. 2009 - Dec. 2009As a data analyst at Beyond Philosophy (www.beyondphilosophy.com), a management consultancy company specialized in customer experience management, I was responsible for conducting advanced research on how emotions and the subconscious influence purchase decision-making and customer loyalty. Finding what drives value and how can organizations maximize the ROI on their customer experience efforts is critical in defining the Customer Experience strategy. My role also required excellent project management skills to keep the project moving and coordinate activities with the client, the consulting team, and the technology vendor. Presenting the results, then required excellent communication, data visualization, and presentation skills.
Campus GroupStudent Brand Ambassador
Oct. 2008 - Jan. 2009I was a Student Brand Ambassador carrying out a marketing campaign to raise fire safety awareness amongst university students. To make it successful I worked closely with the Fire brigade, the university facilities managers, the student union and the media.
Ministry of Education and Science, BulgariaJunior Expert
Jan. 2007 - Jan. 2008I was a Junior Expert in the Structural Funds Directorate at the Ministry of Education and Science in Bulgaria. We were working on projects funded by the European Social Fund. We were scoping the projects, then run informational campaigns and consult project applicants. At the end of the project cycle we evaluated the project proposals received and monitored the execution of the chosen ones.
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