Hassan Almotawah

i have spent more than 14 years at IKEA Saudi Arabia, growing from frontline operations into my current role as Customer Experience & Relations Manager in the Eastern Province.

Most of what I know about customer experience was learned by standing in front of customers when something had gone wrong, and then going back to the data and processes to understand why it happened. That combination still shapes how I work: listen closely, identify the real cause, and turn insight into measurable improvement.

Over the past few years, my team and I have helped improve our customer experience score from 77% to 88%, strengthened the way customer feedback supports business decisions, and redesigned service recovery processes to make them faster for customers and more efficient for the business.

Today, I lead a large team across frontline and back-office operations. I also write regularly in Arabic about customer experience, leadership, and service improvement for professionals across the Gulf.

Pursuing the CCXP is an opportunity to strengthen my professional practice, learn from the CXPA community, and contribute a practical perspective shaped by years of working directly with customers, teams, and operations.