Shah Md Safkat Hossain Choudhury, CCXP

Hello CXPA community,

I bring 20+ years of experience across Retail, Sales, and Customer Experience, with a strong focus on journey-led transformation, digital enablement, and operational simplification.Currently, at Grameenphone (Telenor Group), I have led multiple high-impact CX and transformation initiatives, contributing 20,000+ project hours toward improving customer satisfaction, revenue growth, and process efficiency.

My work includes designing and simplifying 150+ customer journeys, achieving 99% service enablement through the MyGP self-service app, launching a unified ticketing system for seamless request handling, and enabling digital-first retail experiences through a flagship retailer app. I have also driven 100% paperless service transformation and helped establish a centralized customer journey repository to strengthen governance and decision-making.

I am PMP® certified, a Certified Design Thinking Facilitator, hold an MBA in Accounting Information Systems, and have training in Six Sigma and UX methodologies.

I’m always eager to connect with fellow CX professionals and organizations through Customer Experience Professionals Association to exchange insights and collaborate on building meaningful, measurable customer experiences. Let’s connect and learn from each other.