Rima AlAqqad
@rimaalaqqad
I improve banking customer journeys through analytics, surveys, and service performance insights.
United Arab EmiratesWhat I'm looking for
At Bank al Etihad, I designed bilingual NPS, PNPS, CSAT, and CES surveys, analyzed feedback, and partnered across departments to improve service quality and customer satisfaction. I also tracked SLA, FCR, response times, and CX index performance across branches, contact centers, and departments.
I've led journey-mapping initiatives, focus groups, and Customer Experience Awards events, turning client and employee feedback into actionable improvements. My background also includes financial analysis at Cluster Consulting and social media marketing at MEMCO, supported by a BSc in Business Intelligence & Data Analytics.
Experience
Work history, roles, and key accomplishments
Customer Experience Associate
Bank al Etihad
Oct 2023 - Jun 2025 (1 year 8 months)
Designed and managed bilingual customer surveys (NPS, PNPS, CSAT, CES) to gather insights and drive improvements. Analyzed results, monitored SLA and FCR compliance, developed CX index metrics, led journey mapping and focus groups, and coordinated Customer Experience Awards events.
Education
Degrees, certifications, and relevant coursework
University of Petra
Bachelor of Science, Business Intelligence & Data Analytics
Grade: Very Good
Graduated with Very Good standing, ranked 2nd in class. Key courses included CRM, Data Mining, Predictive Analysis, and Business Intelligence.
Tech stack
Software and tools used professionally
Availability
Location
United Arab EmiratesAuthorized to work in
Job categories
Skills
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