About Assad
Motivated by ambition and reward, Assad is dynamic, engaging and results-driven with a proven track record in cultivating winning teams; ensuring at all times the customer is at the heart of what he does.
English
Native or bilingual
Can work on-site
Dubai (up to 30km)
Experience
- Heathrow Airport LtdProduct LeadAVIATION AND AEROSPACESeptember 2024 - Today (1 year and 9 months)Dubai, United Arab Emirates
Product Lead, Artificial Intelligence Programme, Customer Experience
Customer-centric Product Lead, tasked with delivering a virtual AI agent within Heathrow's Customer Experience Centre.Transforming the way the airport services customer needs, focusing on improving customer experience and decreasing contact to live agents.- Successfully eliciting and rationalising business requirements from the Business, working with Salesforce to deliver a new virtual AI agent solution.
- Overseeing delivery of an MVP for an enhanced chat and messaging capability on WhatsApp.
- Developing a deep understanding of Heathrow Customer Service processes in order to streamline E2E processes.
- Owning the user stories, acceptance criteria and prioritisation matrix within the project backlog.
- Managing omni-channel user journeys and touchpoints through identification, tracking and monitoring.
- Delivering API integration of data sources to the customer.
- Responsible for creating a script to be used for above-the-line promotion.
- ScaniaBusiness ConsultantTRANSPORTATIONJune 2022 - September 2024 (2 years and 3 months)Dubai, United Arab Emirates
Product Lead, SCRM Programme
Customer-centric product owner, helping to deliver- a cloud-based CRM platform to acquire and service Scania GB customers
- an ERP rollout across UK and Latin America to enhance efficiencies and streamline operations.
- Developing a deep understanding of Scania processes and customer orders in order to streamline the E2E ecosystem.
- Responsible for user stories, acceptance criteria and prioritisation within the project backlog.
- Successfully delivering new digital solutions, ensuring optimal customer journeys for the defined objectives online, on the mobile app and through in-person servicing.
- Continuously identifying operational levers, working with data teams to produce toolkits and a common testing framework.
- Managing omni-channel user journeys and touchpoints through identification, tracking and monitoring.
- API integration of back-end data sources to customer displays.
- M&GHead of ProductBANKING AND INSURANCEDecember 2021 - July 2022 (7 months)London, United Kingdom
Head of Product, ESG Regulatory Programme
ESG reporting is required for major UK companies with an annual turnover exceeding £500 million.Product Lead, managing requirements, risks and opportunities within a regulated environment to aid the business to evolve its sustainability approach.- Successfully analysing insights, analytics and user feedback to identify opportunities for improvement as well as demand for new features and capabilities.
- Managing a team of 6, whilst working closely with Product Owners, Asset Managers, IT teams, internal stakeholders from across the business and external vendors.
- Collaborating with stakeholders to define legal priority, business effort and associated risk for all deliverables.
- Keeping abreast with legal requirements, industry trends, and ever-evolving customer expectations though relevant online content and external events.
- Providing recommendations for enhanced capabilities and features, supported by data and insights.
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Education
- BSc hons Business ComputingCity University London2002