Customers are talking, and the UAE’s CX leaders are listening to effect change. In a market where technology is transforming how people interact with brands, these professionals are redefining what customer experience looks like. From embedding customer-centricity across entire organizations to leveraging digital tools and social media for meaningful engagement, they turn insight into action and strategy into impact. This inaugural editorial-led list celebrates the UAE’s Most Influential CX Leaders. While shaping experiences today, these visionaries are setting the standard for the future of business in one of the world’s most dynamic markets.
Eman Talaat, Head of Experience Design at the Department of Government Enablement, brings years of expertise in human-centered design and digital innovation across government, retail, and private sectors. She drives the purposeful adoption of AI and the Metaverse, enhancing citizen experiences and solving real-world challenges.
Hammad Khan, Director of Customer Experience at Etihad Credit Bureau, drives financial wellbeing initiatives and B2C innovation, shaping transformative, multi-channel customer experiences. With experience across the UK, Europe, USA, Africa, and the Gulf, he combines strategy, innovation, and delivery expertise while mentoring, speaking, and advancing service design.
Zertashia Awan, Director of Customer Experience for Americas, Europe, Middle East, Africa & Asia Pacific at Amazon, is a customer experience and operations leader directing global CX initiatives and product management across regions. She drives customer-centric strategies, operational excellence, and inclusive leadership, embedding measurable CX practices and seamless experiences across diverse markets and teams.
Mai Momani, Head of Client Experience at Invest Bank, is passionate about transforming customer journeys, bringing 17 years of expertise in CX strategy, transformation, and service innovation. A trainer, speaker, and mentor, she advances client experience with empathy and impact.
Rodrigo de Mingo, Chief of User Experience at Dubai Municipality, is a UX and digital design expert with over 15 years’ experience creating intuitive web and mobile applications. He excels in service design, product development, user research, CX strategy, and project management, delivering innovative digital experiences worldwide.
Fatima AlKhajah, Chief AI Officer & Director of Customer Happiness at DHA, is a government leader driving customer experience and digital transformation. She leads initiatives to optimize services, improve performance, and enhance customer happiness, achieving award-winning results in healthcare and education through innovation, automation, and strategic planning.
Paul Ndaita, Unit Head of Customer Insights at Commercial Bank of Dubai, transforms customer experience through bold strategies and cross-functional leadership. With a track record of turning complex challenges into seamless journeys, he builds cultures of service excellence that elevate satisfaction, strengthen loyalty, and deliver lasting business growth.
Dimitri Gkiokas, Group Head of Customer Experience at Emirates NBD, leads large-scale CX transformation in retail banking, delivering omni-channel redesign, AI-driven automation, and cultural change. His programs cut complaints by 30%, boosted satisfaction and service efficiency, and earned global recognition.
Lianne Braganza D’Sylva, Global Customer Experience Director at Cigna Healthcare International Health, is a customer experience and marketing leader with expertise in digital, health, wellness, and insurance sectors. She drives CX transformation and strategy, integrates marketing and digital initiatives, and champions digital therapeutics to improve health outcomes.
Priyadarshinee Awatramani, Head of Client Experience & Transformation at Standard Chartered, is a seasoned banking professional with over two decades of experience across Asia, Africa, and the Middle East. She specializes in client experience, strategy, digital transformation, process optimization, and embedding a client-centric culture.
Omnia Ahmed, Head of Customer Experience at AW Rostamani Group, is a seasoned customer experience leader with over 20 years of multinational experience. She drives CX governance, journey engineering, cultural transformation, operational excellence, and strategic initiatives, leading diverse teams to deliver superior service, business results, and sustained organizational impact.
Maaz Zahid Qureshi, Vice President of Digital, CX, AI, and Innovation at ADNOC Distribution, is a digital and innovation leader with over 22 years’ experience driving business transformation across multiple industries. He specializes in digital strategy, AI, customer experience, and innovation, delivering growth, omnichannel solutions, and technology-enabled business models at scale.
Rania Ashour, Group Director of Customer Experience at Property Finder, is a transformational customer experience leader with over 20 years’ expertise driving customer-centric growth across international markets. She specializes in CX strategy, omnichannel service redesign, Voice of Customer insights, and building high-performing multicultural teams that deliver lasting business impact.
Virali Shah, VP of Customer Experience at Al Ghurair Investment, is a customer experience leader passionate about driving transformation, building frameworks, and mapping journeys. With expertise in VOC programs and collaboration, she blends curiosity for AI with a people-focused approach to create meaningful customer experiences.
Sagarika N., Group Director of Customer Experience & Service Excellence at GMG, is an award-winning customer experience leader with 14 years’ experience. She specializes in contact center setup and customer service and speaks on empowering frontline teams to create memorable “wow” moments that delight customers and drive engagement.
Nicholas Kilmartin, Chief Marketing Officer and Customer Experience for EMEA at MetLife, is a seasoned Customer Experience professional with 20 years’ expertise in strategy, design, and management across B2B and B2C. Skilled in change management, product launches, process design, and business improvement, with strong regional experience in the Middle East.
Kowshik Bhattacharjee, Head of Service Excellence & Customer Experience at Medcare Hospitals & Medical Centres, is a CX leader with 23 years’ experience across healthcare, hospitality, and BPO. He drives service excellence, designs customer experience frameworks, and has led award-winning transformations, earning recognition for patient experience and CX leadership.
Anand Venkatasamy, Vice President of Customer Base Management & Partnerships at e&, is a marketing and customer value specialist with engineering and MBA credentials. He has extensive experience in customer loyalty, product management, and data-driven consumer insights across telecom and automotive sectors, and is an avid marathoner and reader.
Clara Guillaume, Director of Loyalty Operations for Middle East, Africa & Turkiye at Accor, is passionate about placing customers at the center, combining project management, analytical skills, and problem-solving. With international experience across cultures and companies, she brings adaptability, entrepreneurial drive, and a focus on innovation to create meaningful customer experiences.
Diego Camberos, Chief Customer & Channels Officer at du, is a customer experience and channels leader who drives strategy and agile execution with a customer-centric approach. He is committed to digital innovation and excellence, fostering teams that prioritize delivering outstanding experiences and value for customers.
Venkat Reddy, AVP of Group Customer Experience at First Abu Dhabi Bank, is a customer experience leader with over a decade in banking. He drives process optimization, digital channel adoption, and service excellence, reducing costs while enhancing customer satisfaction, efficiency, and overall experience through data-driven strategies and continuous improvement.
Marwan Bin Haidar, EVP of Innovation & The Future at Dewa, is an executive leader driving innovation, digital transformation, and customer experience in the energy and water sectors. He leverages disruptive technologies, 4IR solutions, and autonomous systems to enhance operational efficiency, sustainability, and service excellence while shaping global industry standards.
Ali Alkhazali, Director of Digital Customer Experience at AD Ports Group – Digital Cluster, is a digital customer experience leader with 20 years’ expertise across healthcare, insurance, technology, and telecom. He drives service excellence and customer satisfaction, holds an MBA in International Management, and is a certified coach, musician, and tennis enthusiast.
Dinesh Dua, Head of CX & Transformation at Samana Group, is a digital and omni-channel transformation leader specializing in CX strategy, contact center operations, collections, RPA, analytics, AI, and project management. He has led high-impact initiatives across banking, real estate, telecom, and e-commerce sectors.
Alia Mohamed, Senior Vice President of Customer Experience at Aldar, is a hands-on service operations and experience professional with expertise in managing cross-functional teams, driving transformation, process design, customer and vendor relationships, strategic projects, business excellence, L&D, and quality across consumer and enterprise business units.
Maitha Aldossari, CEO of Special Projects & Corporate Functions at Emaar, is an executive leader driving customer and people-centric transformation, operational excellence, and strategic initiatives. She brings over 20 years of experience leading complex organizations, enhancing service standards, digital transformation, and stakeholder engagement across diverse industries and regions.
Sameh Aly, Director of Customer Experience at Nakheel, is a senior real estate executive driving strategic growth, client relations, and operational excellence. Experienced in P&L ownership, team leadership, business development, and innovation, with a strong track record of exceeding commercial targets and delivering large-scale property and investment projects.
Ram Jalan, Director of Digital Transformation, Customer Journey Evolution & AI at Damac, is a digital transformation and AI-driven CX leader delivering end-to-end journey redesign, omnichannel automation, and AI-powered insights. He drives customer and employee experience initiatives that convert data into revenue, loyalty, and operational agility across multiple industries.
Amit Keswani Manghnani, Chief Omnichannel and AI Officer at Chalhoub Group, is a customer experience and omnichannel leader driving AI, loyalty, and digital transformation across retail. With global experience and a customer-first approach, he optimizes end-to-end journeys, leveraging analytics, technology, and innovation to enhance engagement and business impact.
Dany Karam, Chief Marketing & Partnerships Officer at Al-Futtaim – Blue, is a marketing and customer experience leader specializing in loyalty programs and AI integration. He drives strategic partnerships, enhances customer engagement, and leverages technology to create personalized, data-driven experiences that strengthen brand loyalty and business growth.
Claire Graville, Director of Customer Experience and Services at Majid Al Futtaim, is a customer experience and operations leader with proven success in loyalty, travel, and technology sectors. She drives service excellence and commercial results, leveraging regional expertise and delivering measurable impact across Middle East markets.
Paul Morris, Chief Customer and Technology Officer at AlShaya Group, is a global leader in customer experience, driving change through digital, data, and strategy. He transforms how businesses engage customers, simplifies complexity, and empowers teams to deliver meaningful experiences that create value across diverse markets and industries.
Cary Lawton, Executive Director of Customer Experience and Corporate Affairs at Dubai Holding, is a customer experience and transformation leader with nearly two decades of global expertise. He designs and leads large-scale programs, from journey design to AI-driven service, and is recognized as a thought leader, speaker, and industry judge.
Paul Beech, Vice President of Customer Service Delivery at Dnata, leads customer service for Dnata operations in Dubai, overseeing teams that support millions of passengers annually. With responsibility for service delivery, compliance, safety, and continuous improvement, he drives excellence across the end-to-end airport journey.
Caroline Gazeley, Head of Customer Experience at Etihad, is a strategic marketing and customer experience leader with global expertise across EMEA and APAC. She champions human-centric design, combining digital, journey mapping, and product management to deliver measurable improvements across financial services, travel, automotive, and technology sectors.
Mana Al Zarooni, Executive Director of Commercial at Dubai Holding Asset Management, is an experienced Director of Customer Relations in real estate, skilled in negotiation, business planning, operations, analytics, and CRM. He combines strategic insight with hands-on experience to enhance customer relationships, drive operational excellence, and support business growth.
Basile Demont, Customer Experience Programme Director at Carrefour, has experience in strategy and management consulting, leading over 15 projects for global and public sector clients. His work focuses on customer experience strategy, organizational improvement, and project management, including agile development, CRM implementation, and business transformation.
Andreas Wunsch, Global Customer Director at DHL, is a senior leader driving customer experience in global supply chain management. He leverages deep customer knowledge to identify needs, implement value-adding solutions, align teams across divisions, and ensure successful delivery while fostering innovation and sustainable outcomes.
