About Shoaib
I help organisations move from AI ambition to AI adoption — with measurable results.
Over 15 years, I've led AI strategy, customer value management, CX transformation, and enterprise-wide AI adoption across telecom, finance, healthcare, and staffing.
My work spans the full arc: from assessing where AI creates value, through building the roadmap, to ensuring the organisation actually adopts and sustains the change.
What I deliver:
- AI Strategy & Adoption: Roadmaps, use case prioritisation, ROI modelling, and structured change management that moved enterprise AI adoption from 12% to 33% — through champions, enablement, and measured behaviour change
- CVM & Customer Analytics: 40% churn reduction, 49% campaign response uplift, loyal base 10%→24.5%, ARPU +4%. Built Customer 360, predictive churn models (SPSS Modeler), NBO/NBE decisioning engines, and GCC's first omnichannel and real-time marketing platforms
- CX & Return on Experience: Built AI-powered CX ROI Model linking NPS, churn, ARPU, and cost-to-serve into a single financial framework. Turned CX from a cost centre into a P&L line item. $80M/year programme approved by the board in one meeting
- Production AI: GenAI (90% accuracy), Agentic AI (99% rejection reduction), AI Co-Pilot (95% ticket elimination). I don't just recommend AI — I've shipped it
- AI Governance: Responsible AI, data governance (+40% actionable insights), compliance frameworks across regulated environments
USD 1B+ in commercial impact signed off by clients across 6 GCC markets. 20+ AI use cases delivered for government-owned enterprises.
Awards:
Glotel Award | TM Forum Catalyst Award | Finalist, Malt AI Talent Awards
English
Native or bilingual
Can work on-site
Dubai City (up to 50km), Abu Dhabi Island and Internal Islands City (up to 10km)
Experience
- Zyne VenturesIndependent Consultant -AI TransformationAugust 2025 - Today (10 months)Houston, United StatesFinance As Service | United States
- Owned enterprise data platforms and analytics foundations, unifying fragmented data sources into governed, scalable environments enabling advanced analytics and AI use cases
- Delivered enterprise AI and automation initiatives using GenAI and Agentic AI workflows.
- Managed end-to-end project delivery covering data readiness, sprint execution, model deployment, adoption, and governance.
- Improved processing accuracy by 90% and operational efficiency by 95% through workflow automation and delivery optimization.
Staffing & Recruitment | United States- Designed & Led delivery of AI and RPA-enabled recruitment and post-placement automation initiatives.
- Acted as Implementation Project Manager, coordinating API integrations with external partners (Dice, Indeed, etc.).
- Managed dependencies, risks, and timelines across internal teams and third-party vendors, mitigating delays through on-demand resourcing.
- Built and maintained project plans (MS Project), RAID logs, delivery dashboards, and executive status reports.
- Reduced time-to-hire by 65% and improved candidate matching accuracy to 85%.
Health Care – Revenue Cycle Management | United States- Led delivery of Agentic AI workflows for medical billing and revenue cycle management.
- Managed cross-functional teams including development, QA, DevOps, and client change management.
- Reduced claims rejection rates by 99% and improved cash-flow cycles from 90 days to 30 days.
- HuaweiSenior Managing Consultant – Strategy & AI TransformationJanuary 2023 - July 2025 (2 years and 6 months)Dubai City, United Arab EmiratesAI Strategy & CX Transformation | Bahrain•Developed 3-year AI roadmap; prioritized GenAI & Agentic AI use cases for customer care.•Delivered AI Co-Pilot using LLMs & RAG with 90% accuracy; reduced support tickets by 95%.CX Operating Model Redesign | Iraq•Led digital-first CX overhaul; halved complaint volume (45K → 23K/month).•Streamlined NoC–SoC workflows; cut resolution time from 3 days to 15 mins.Retention & Digital Marketing Strategy | Kuwait•Executed contextual marketing and Win-Back strategies, generating KD 3.5M/year.•Reduced churn by 40% via digital CX enhancements.AI/ML-Driven Personalization | Regional•Built Customer 360 & Loyalty/Personality Models; boosted campaign responses by 49.2%.•Grew loyal customer segment from 10% to 24.5% with behavioral indices (CLI & CCI).Award Winning Customer-Centric Platform Strategy | KSA•Deployed unified CCP strategy; achieved 90% CAPEX & 50% OPEX savings.•Reduced TTM for analytics from 3 months to 2 weeks; won Glotel Digital Transformation Award.Digital Maturity & Index Frameworks | KSA•Designed Digital Maturity Model aligned to national vision.•Drove digital adoption from 12% to 33.2% via CX/Digital Engagement Indices.•Reduced cost-to-serve by 60% and acquisition cost by 30%.
- HuaweiSenior Manager – Customer Experience StrategyDecember 2018 - December 2022 (4 years)Dubai City, United Arab EmiratesAI-Powered CX & Award-Winning Innovation | KSA•Created AI-based CX ROI Model linking churn, ARPU & NPS—regional benchmark.•Delivered 20% churn reduction, 15% CAPEX & 30% OPEX savings.•Led TM Forum Catalyst Award-winning initiative for AI-enabled CX.5G Strategy & Revenue Growth | KSA•Led 5G GTM & persona-based growth; increased acquisitions by 40%.•Improved 5G retention by 56%; enabled SAR 8.1M/year in new revenue.Commercial Strategy & Execution | KSA•Closed & delivered $80M/year CEM program; launched region’s first CEI.•Generated SAR 100M/year via data-driven marketing; SAR 36M savings via care automation.•Designed AI fraud detection models saving SAR 93M/year.•Defined enterprise-wide data governance; boosted actionable insights by 40%.
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Education
- Master of Business Administration (StrategyUniversity of Strathclyde Business School, Glasgow, UK2013
- Bachelor of Sciences (Telecommunication Engineering)National University of Computer and Emerging Sciences2008