Thanaa Al Ansari

I am a customer experience leader with almost 7 years expertise in the Saudi insurance industry, currently overseeing client care and customer experience functions. My role encompasses managing call center operations, CRM ticket handling, and internal as well as regulatory complaints, while driving forward-looking CX strategies that transform traditional client care into a proactive and data-driven unit. I hold a Professional Diploma in Customer Experience from the CX Academy, where I deepened my knowledge in CX frameworks, customer promise design, journey mapping, and surprise-and-delight strategies. Passionate about embedding customer-centricity into organizational culture, I focus on improving key metrics such as NPS, CES, CSAT, and complaint resolution ratios through innovation, empowerment, and continuous improvement. Joining CXPA is a step for me to connect with global CX professionals, exchange insights, and contribute to advancing customer experience excellence.