Wisam Anani

Hello CXPA Community,

My name is Wisam Anani, and I currently serve as the Customer Experience Manager at Umniah. My journey with Umniah began in 2005 as a Customer Care Agent, where I built a solid foundation in understanding customer needs firsthand. I then progressed to become a Team Leader in the call center before moving into the Quality Assurance team, where I eventually became the the leader of Quality Assurance and Business Excellence.

Throughout my career, I have been dedicated to developing myself professionally and expanding my expertise. I have earned several certificates and trainings in quality assurance, business development, and process improvement. I also completed my MBA from the German Jordanian University, majoring in Quality Management, which significantly enriched my strategic and analytical capabilities.

In my role leading Quality Assurance and Business Excellence, I worked extensively on business process development, internal auditing, ISO preparations and certifications, and enterprise wide process optimization and automation. A key part of my work was closely tied to customer experience designing and analyzing CSAT and NPS surveys, reporting insights, and driving actions based on the Voice of the Customer.

In 2021, I officially transitioned to the Customer Experience Department, where I now lead the CX unit. My responsibilities cover the full CX spectrum, including managing the VOC program, conducting customer journey mapping, designing and executing the CX strategy, and monitoring all customer touchpoints across Umniah. I am passionate about building a customer-centric culture and ensuring seamless, value-driven experiences across the organization.

I am excited to engage with the CXPA community to share insights, learn from CX professionals, and contribute to advancing customer experience excellence.