Sumaiya Al Riyami, CCXP

My name is Sumaiya Al Riyami . I hold a Bachelor’s degree in Health Services Administration and spent 16 years in the banking sector working across all HR functions. At the end of December 2023 I transitioned my career to Customer Experience and founded the CX department at Oman Arab Bank from scratch.

Since establishing the department, my team and I have taken responsibility for:

• Product and service quality oversight


• Customer complaint management


• Net Promoter Score (NPS) tracking and improvement


• Building dashboards highlighting top customer issues


• Running mystery shopping and other core CX activities

I am proud that I led the department’s design and implementation and recruited and onboarded new staff to carry out these functions. To strengthen my capabilities and better serve the organization, I am seeking a formal CX certification that will reinforce my role and enable me to drive higher-impact CX initiatives.