Afnan Aljumah, CCXP

I’m Afnan, a Customer Experience professional passionate about designing meaningful, human-centered experiences that strengthen trust and drive long-term loyalty. My work is rooted in understanding customers deeply, translating their needs into actionable insights, and helping organizations build journeys that feel effortless, consistent, and genuinely cared for.

Professionally, I’ve gained hands-on experience across CX, service design, customer care, and process improvement roles. Throughout my career, I’ve supported initiatives such as voice-of-customer programs, journey mapping, service enhancements, and cross-functional collaboration to reduce friction points and elevate overall customer satisfaction. I enjoy connecting data with empathy and strategy—ensuring that every improvement not only solves a problem but also enhances the human experience.

I began my career as a Data Analyst, building a strong foundation in analytics and customer insights. From there, I transitioned into UX at the Saudi Digital Government Authority, where I worked on improving user experiences for digital government services. I later moved into the fintech sector at stc pay as a UX Researcher, diving deeper into customer behavior, product strategy, and research-driven design. Today, I work in telecommunications, where my scope has grown to include end-to-end CX, service design, and broader customer experience strategy, allowing me to shape customer journeys at scale across a major service ecosystem.