Ahmad Shaaban

Professional Experience

Ahmad Shaaban is a Senior Customer Experience Consultant at Kaizen Consulting (Saudi Arabia), with more than 15 years of experience across government, telecom, and non-profit sectors. Certified CCXP®, CXPA RTP®, CCCX®, PMP®, and Forrester certifications in Mastering CX and Customer Journey Mapping, he specializes in large-scale CX transformation, Strategy, journey redesign, VOC frameworks, and operational excellence. At Kaizen Consulting, he leads national programs for NCGR, NCNP, WEQAA, and Saudi EXIM Bank, driving data-driven improvements in satisfaction and service quality. Previously with Telecom Egypt and Etisalat, he built benchmarking models, VOC systems, and quality programs across high-value segments. He also serves as judge for ICXA™, GCXA™, and SCXA™, contributing to global CX thought leadership.

Practical Expertise

Ahmad is a hands-on specialist in end-to-end customer experience management, with expertise spanning strategy design, customer-centric operating models, CRM enhancement, and data-driven transformation. He maps and optimizes journeys, builds VOC systems, conducts benchmarking and mystery shopping, and applies CX analytics to drive measurable improvements. His expertise also include continuous improvement programs, KPI elevation, and CX capability building, including CCXP® exam preparation, ensuring organizations achieve sustainable, customer-centric performance.

Educational Background and Training

Ahmad’s educational background includes an MBA and a bachelor’s degree. He holds globally recognized certifications—CCXP®, CXPA RTP®, CCCX®, PMP®, and Forrester credentials in Mastering Customer Experience and Journey Mapping. His commitment to professional excellence is further reflected in his role as a judge in Awards international ™ including ICXA™, GCXA™, and SCXA™.