Mohamed Elba

Mohamed Elba is a Customer Experience & Innovation leader with over 20 years of experience delivering customer-centric transformation across Saudi Arabia, the UAE, and Egypt. He has held senior CX leadership roles within consulting firms and major development organizations, partnering with government entities and large-scale real estate developers to design and implement strategies that enhance customer satisfaction, loyalty, and operational excellence.

His expertise spans CX strategy, journey mapping, CRM and loyalty design, Voice-of-Customer systems, and service-quality governance. Mohamed has led initiatives across residential, retail, office, and mixed-use developments, covering the full journey from pre-sales and sales-center experience to post-handover and community management.

Currently leading the customer experience program for Qiddiya Development Assets, one of Saudi Arabia’s most ambitious giga-projects, Mohamed continues to apply a data-driven, human-centered approach to shaping sustainable experience ecosystems. He is passionate about embedding customer-first mindsets, aligning people, process, and technology, and enabling leadership teams to make insight-based decisions that deliver long-term impact. As an active member of the global CX community, he is dedicated to advancing the practice of customer and citizen experience across emerging markets.