Rasel Ahmed

Growth, Analytics, Research & Insights, Customer Experience Management and Product Management

Customer Experience Management, Research & Insights, Service Design and Product Management

Customer Experience Management, Research & Insights, Service Design and Product Management

Drive data science driven growth: Performance monitoring/ tracking for big ticket items/ products & marketing, funnel analysis/ optimization, ML/ AI – personalization, recommendation & contextual marketing (ultimately roadmap towards AirAsia Super-App vision/ strategies), UX/ journeys optimization, simultaneous triangulation - mixing user research, insights & data science methods, etc.

Lead projects/ cascade down strategic initiatives/ priorities for MyTelenor & digital channels growth (i.e. prepaid use cases for scale, value propositions, personalization, app analytics project GFA/ app scalability, growth strategy/ marketing support & guidance, agile WOW/ competence dev/ organization, etc. Ultimate goal is to support BUs to achieve MAUs/ overall growth targets and to ensure digital channels sustainable growth/ offline to online customer interactions/ boost user engagement/ retention %.

Lead, define and design the interaction flows between the user and telenor digital touchpoints (e.g. MyTelenor app) followed by agile way of work/ design sprints model. Deep dive & collaboration with different BUs to build capabilities/ skills. Building on customer data, insights and industry best-practices. Building on and feeding into CRM capabilities, like personalization and contextual marketing.

Key role to lead/ build a Service Design & UX centric digital health organization. Evangelize service design, agile WOW and UX best practices within the team and the organization. Work with management and other stakeholders to develop SD & UX vision and strategy.

Key role to build a Service & UX team/ capabilities in Telenor Myanmar. Coach, inspire and train the Telenor Myanmar organization on how to do SD, UX & experimentation/ agile way of work culture. Drive/ help to identify needed capabilities, work processes and organization to achieve success within area of service design, UX and customer experience management within Telenor Myanmar.

Played multiple roles and promoted along the way. Act as the single practitioner for all User Experience/ Service Design/ Usability work, perform all activities internally and manage third party vendors in conducting UX research and optimization. Assist the team to formulate strategies and framework focusing on SD/ UX/ Usability; drive it across the organization & collaborate with BUs. Ensure that user insights drive the products/service development

Jr. to Sr. Customer Manager role, Market research / audit for customer satisfaction/ loyalty, mentorship, and train new joiners, etc.