Samiya Al Saidi

I am a highly accomplished Customer Experience (CX) and Quality Management professional with over 15 years of experience across the public utilities and government sectors. My expertise includes customer experience strategy, service quality improvement, contact center management, and operational excellence, with a strong focus on aligning customer satisfaction with organizational goals and regulatory compliance.

Currently, I serve as the Customer Experience Manager at Nama Supply Company, where I lead the development and implementation of end-to-end CX strategies, drive digital transformation, oversee collection management operations, and ensure adherence to APSR regulations. I work closely with cross-functional teams to enhance service quality, optimize processes, and deliver measurable improvements in customer satisfaction.

I hold a Bachelor’s degree in Information and Communication Technologies from The Open University and a Diploma in Information Technology from the Technical College. I am an IRCA-certified Lead Auditor in Quality Management Systems, with professional certifications in Lean Six Sigma (Green Belt), ASQ Certified Manager of Quality and Organizational Excellence, and Customer Experience (CCXP – in progress).

Throughout my career, I have led key transformation projects in Muscat Municipality, Mazoon Electricity Company, and Nama Supply, including establishing contact centers, achieving ISO certification, and implementing digital service initiatives. I am passionate about developing people, driving service innovation, and building customer-centric cultures that deliver long-term value.