Nayyar Nausheen

Hello CXPA Community! I am Nausheen Nayyar, a transformational operations leader based in the UAE with over 17 years of experience architecting systems that scale. My journey has taken me through seven international markets, most recently serving as Head of Operations Excellence at Amazon, where I directed Customer Service Operations and championed multi-million dollar CX transformations across the Middle East.

I believe that operational efficiency and customer experience are two sides of the same coin. My professional philosophy is built on the intersection of strategic program management (PMP) and continuous improvement. I’ve dedicated my career to institutionalising Lean and Kaizen principles, not just to save costs, but to fundamentally reduce customer friction.

Whether it is leveraging AI-driven CRM transformations to elevate consistency across markets or using Voice of Customer (VoC) insights to refine touchpoints, I am passionate about the "Launch & Scale" phase of business. I specialize in bridging the gap between global brand promises and local operational reality, ensuring that rapid growth never comes at the expense of quality.

I joined CXPA to connect with fellow "optimizers" who are passionate about data-driven personalization and human-centered design. I am particularly interested in the evolving landscape of fractional CX leadership and how we can use AI to build the next generation of customer-centric operating models.

Outside of work, you’ll likely find me clearing my head on a morning nature walk or mentoring others to build their own career confidence. I look forward to learning from and contributing to this incredible community!