Amjad Alhuwaymil

Since 2022, I have worked in Customer Experience (CX) roles focused on understanding, measuring, and improving end-to-end customer journeys. I document the current state (“as-is”) by collecting insights from customer feedback, support tickets, surveys, interviews, and operational data to understand what customers do, think, and feel at each touchpoint.

I build customer personas and map customer journeys across key stages (awareness, onboarding, usage, support, retention), including channels, actions, customer goals, pain points, moments of truth, and emotional highs/lows. I identify root causes behind friction (process gaps, unclear communication, product usability issues, policy constraints) and translate findings into prioritized improvement opportunities.

I define and track CX metrics such as CSAT, NPS, CES, churn/retention indicators, and journey-level KPIs. I create recommendations and collaborate with cross-functional teams (product, operations, customer support, marketing) to redesign processes, improve communication, simplify steps, and enhance self-service. I validate improvements through testing, monitoring KPI changes, and continuous feedback loops to ensure measurable impact on customer satisfaction and loyalty.