Rasel Ahmed

Leading and managing CXM transformation for Central Retail, Central Group (Departmental store-Fashion, Beauty, mom and kids, TOPS / food business, Sports, Electronics, Home, Central Pattana - property development and investment, etc.)

- Pushed capability / maturity level from Ad-hoc CX/ NPS to Closed -Loop feedback CX/ NPS (Automate actions to improve outcomes)
- Real-Time & Single-Source of Truths of customer voices
- Prioritization & decision making based on the customer… Mehr anzeigen

Leading and managing CXM transformation for Central Retail, Central Group (Departmental store-Fashion, Beauty, mom and kids, TOPS / food business, Sports, Electronics, Home, Central Pattana - property development and investment, etc.)

- Pushed capability / maturity level from Ad-hoc CX/ NPS to Closed -Loop feedback CX/ NPS (Automate actions to improve outcomes)
- Real-Time & Single-Source of Truths of customer voices
- Prioritization & decision making based on the customer sentiment / patterns/ stats/ deep dive analysis with the CXM Forum
- Clear action items to solve customers’ issue at root cause
- Solutions with Team ownership for CLOSING THE FEEDBACK LOOP
- Reactive to proactive approach with service design thinking processes.
- Now working towards prescriptive and predictive CXM. Deep dive analysis on insights with
CX, Finance and Operational Data (make positive business impact and journey towards hyper-personalized CXM)
- CXM Forum is designed to foster collaboration and work across functional groups toward a shared vision of journey-focused experience design
- Improve post-purchase experience by optimizing / introducing AI based efficient solutions for CS operations
- Customer Segment (Luxury Premium, etc.) / RFM (Newbies, Champions, etc.) and Category (Fashion, Beauty, Fresh Food/ Groceries, etc.) based CXM
Results: example: 170% ​NPS Increased for​ CENTRAL ONLINE​ from 2021 - 2022​
- During CXM forum, we’re constantly monitoring the customer behavior, experience, gaps and business metrics in conjunction with customer feedback and sentiment for the purpose of continuous iterative improvement.
- People are engaging and contributing towards building customer centric culture. Weniger anzeigen

Trainer/ Mentoring role for 'Digital Channels & Growth Academy' (jointly with Telenor Academy, organize/ facilitate design thinking/ agile/ design sprint Bootcamps to explore digital channels opportunities/ innovate/ solve growth challenges/ problem.

[European and Asian markets/ Telenor Business units (BU)]

1. App analytics – build foundation for growth discipline, by implementing strong behavioral analytical capabilities in all BU apps and use this as the foundation for optimizing the user journeys, the funnel and the marketing spend.

2. Contextual Integration & optimization: Align roadmaps for personalization in sales and service capabilities and local MyTelenor roadmaps to ensure immediate implementation of these capabilities and drive ARPU and engagement

3. MyTn as Part of… Mehr anzeigen

1. App analytics – build foundation for growth discipline, by implementing strong behavioral analytical capabilities in all BU apps and use this as the foundation for optimizing the user journeys, the funnel and the marketing spend.

2. Contextual Integration & optimization: Align roadmaps for personalization in sales and service capabilities and local MyTelenor roadmaps to ensure immediate implementation of these capabilities and drive ARPU and engagement

3. MyTn as Part of standard processes: We were underutilizing our own channels and processes to mandate the use of MyTelenor throughout our footprint. A forceful approach towards making MyTelenor the mandatory channel for ie activation, use, service, onboarding etc will drive uptake of MAUs

4. Growth cost optimization: Growth of MyTelenor user base has a substantial cost associated to it (marketing, capabilities, retargeting, churn reduction, commission etc). With the ambitions we had to run a professional way of cost optimization across the funnel in order to drive efficiency and sustainable growth

5: Prepaid journeys driving D/MAUs: In many markets we had a substantial penetration of MyTelenor in the postpaid base (Telenor Serbia, dtac, Digi) but prepaid value proposition was much less clear or prioritized. In addition, we had the huge volumes in EA on prepaid. We needed to focus on finding Prepaid capabilities and journeys that build the value proposition for this segment.

Collaborated with BU and win as a one team for funnel optimization
(Strategy and execution with the team). Weniger anzeigen

Project lead for Mixpanel mobile App Analytics Global Frame Agreement (GFA)- Mainly for Asian Business Units. Telenor Pakistan, Myanmar, Dtac & WowBox joined GFA

App analytics – build foundation for growth discipline, by implementing strong behavioral analytical capabilities in all BU apps and use this as the foundation for optimizing the user journeys, the funnel and the marketing spend.

The Common Core aspires to offer a modern and comprehensive smartphone app, is developed for scale and encourages harmonization of the user experience between our Business Units.

Lead MyTelenor GDC UX and interaction design

MyTelenor is foremost a platform on which the dialogue between the Customer and his Digital Service Provider takes place. A collection of customer touch points, and the primary starting point for each customer journey throughout the customer lifecycle. Be it an… Mehr anzeigen

The Common Core aspires to offer a modern and comprehensive smartphone app, is developed for scale and encourages harmonization of the user experience between our Business Units.

Lead MyTelenor GDC UX and interaction design

MyTelenor is foremost a platform on which the dialogue between the Customer and his Digital Service Provider takes place. A collection of customer touch points, and the primary starting point for each customer journey throughout the customer lifecycle. Be it an acquisition & onboarding journey, a support journey or the day­to­day use of our telco products like voice and data products, it typically starts on one of the MyTelenor touch points.

The chosen approach is to develop MyTelenor centrally from a so­called Global Development Centre (GDC). Working with the Business Units (BUs) developing a common core that is applicable to all participating markets. There are three key principles under which the GDC is set up:
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1. We have identified substantial commonality between the existing MyTelenor platforms (both app and web). This commonality offers a great potential to achieve economies of scale.
2. We govern the prioritisation and development of the platforms centrally without losing touch with local needs. BUs participate actively in the roadmaps and operation of the apps in each market.
3. We design and develop the MyTelenor platforms as an integral part of the wider Group function. This means we design under a ‘Global back­end First’ principle, encourage standardisation and continuously evaluate the platforms operation in local markets. Weniger anzeigen

My Role: Led the program as PM and completed TOT

Jointly with Telenor Group Customer Centricity Team & PebbleRoad Pte. Ltd.
Telenor Service Design Academy held @ Grameenphone, Dec 2 & 3 2014.

I have demonstrated my utmost enthusiasm and initiative in ensuring there was a strong participation from Commercial and Technology and also engaged the local art institutions in making it FUN and ensured the workshops went smoothly.

Objective: To build understanding, commitment… Mehr anzeigen

My Role: Led the program as PM and completed TOT

Jointly with Telenor Group Customer Centricity Team & PebbleRoad Pte. Ltd.
Telenor Service Design Academy held @ Grameenphone, Dec 2 & 3 2014.

I have demonstrated my utmost enthusiasm and initiative in ensuring there was a strong participation from Commercial and Technology and also engaged the local art institutions in making it FUN and ensured the workshops went smoothly.

Objective: To build understanding, commitment and competences of the methodology, tools and benefits of Service Design broad in the organization, to be able to establish & enhance a customer centric Go-To Market (GTM) value chain.
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- Internal Corporate B2B Apps, Website, Tools
- Apps, Websites for beloved customersB2B

RESPONSIBILITIES: Project Lead, Design Research, Analytics, Baseline Study, Usability Testing, Heuristic Evaluation, Expert Review, Information Architecture, Customer Journey Design/ Mapping

Single Port is one of the Simplification initiatives as part of the Loved by Customers pillar. The aim is to make our products & services easy to find, easy to use and easy to buy for our customers.

While we all want things to be simple, it is not so easy to make things simple. Simplicity is… Mehr anzeigen

RESPONSIBILITIES: Project Lead, Design Research, Analytics, Baseline Study, Usability Testing, Heuristic Evaluation, Expert Review, Information Architecture, Customer Journey Design/ Mapping

Single Port is one of the Simplification initiatives as part of the Loved by Customers pillar. The aim is to make our products & services easy to find, easy to use and easy to buy for our customers.

While we all want things to be simple, it is not so easy to make things simple. Simplicity is balanced with the burden of complexity and we hope our customers don’t have to bear it.

SINGLE PORT PROJECTS:
*121# Simple USSD Menu
121 IVR Simplified Menu
Simplified SMS

Pilot Launch: 23 November 2015
- Customers used it and rated it easy exceeding all experience metrics
- Call center service levels up to 99% from low 70s, complaint reduction >67%, waiting times down >95% to 6 seconds
- Omni-channel journey designs accounted for organic traffic of 0.5 million on day one, doubling in one month

Commercial Launch: 10 Jan 2016 Weniger anzeigen

Resolving first time activation issues for Voice and Internet, Simplification of FnF process, simplification of USSD, UX Research, Handset/Device Guidelines, Startup offers, SMS tech guidelines, Service design blueprinting, Personas, Scenarios, USSD and SMS prototyping, Simplification of user manuals

The ultimate goal of this project is to make sure that when customers buy Grameenphone connections for the first time they are instantaneously able to make calls, browse internet, add FnF… Mehr anzeigen

Resolving first time activation issues for Voice and Internet, Simplification of FnF process, simplification of USSD, UX Research, Handset/Device Guidelines, Startup offers, SMS tech guidelines, Service design blueprinting, Personas, Scenarios, USSD and SMS prototyping, Simplification of user manuals

The ultimate goal of this project is to make sure that when customers buy Grameenphone connections for the first time they are instantaneously able to make calls, browse internet, add FnF and get information related to their connection without help from others.

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PLATFORMS: Large Screen & Small Screen (Mobile responsive)

RESPONSIBILITIES: Design Research, Analytics, Baseline Study, Usability Testing, Heuristic Evaluation, Expert Review, Wireframing

- Refocused company website from a corporate & career website to a consumer website. Now, 80% traffic lands on our products and services pages
- Key digital conversion rates over 50%, traffic up 100% YoY to >250K/day unique visitors, revenue up 10x in last 6 months of 2015

PLATFORMS: Mobile Devices

RESPONSIBILITIES: Design Research, Analytics, Baseline Study, Usability Testing, Heuristic Evaluation, Expert Review, Wireframing, Visual Design, Design Guidelines

PLATFORMS: Small Screen

RESPONSIBILITIES: Design Research, Analytics, Baseline Study, Usability Testing, Heuristic Evaluation, Expert Review, Wireframing, Visual Design, Design Guidelines

PLATFORMS: Large Screen & Small Screen (Mobile Responsive)

Designed Go Broadband website interaction flow to enhance user experience. Conducted User Study with target segment and created the Information Architecture. Regular Usability evaluation were conducted with proposed wireframes & proposed new design for improvement.


RESPONSIBILITIES: Design Research, Baseline Study, Usability Testing, Heuristic Evaluation, Expert Review, Wireframing

GP App is a useful mobile application for the prepaid and postpaid customers of Grameenphone which helps you to check prepaid balance or postpaid bill status, data volume and expiry date of internet packages, activate or deactivate different GP services and many more from one single place...

Grameenphone Team Tracker is one of the enterprise solutions for business organizations across the country. It has been designed to empower enterprises with Location Push Technology TM resulting into optimized utilization of their resources in the field, reduced cycle time for information access and processing, quick and informed decision making and thus, improved business services for their customer. It addresses all concerns related to managing a big workforce by providing you with the right… Mehr anzeigen

Grameenphone Team Tracker is one of the enterprise solutions for business organizations across the country. It has been designed to empower enterprises with Location Push Technology TM resulting into optimized utilization of their resources in the field, reduced cycle time for information access and processing, quick and informed decision making and thus, improved business services for their customer. It addresses all concerns related to managing a big workforce by providing you with the right tools. Weniger anzeigen

Online self care for GP Customers. eCare service will help customers to enjoy personalized one-stop service.Customers can view their account profile and also manage different value added services offered by GP.