Open to opportunities

Ryan Abualsamh

@ryanabualsamh

I build research-led customer experiences, service design systems, and actionable journeys across complex organizations.

United States

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What I'm looking for

I'm looking to lead research-led customer experience and service design work, partnering across product, sales, marketing, and operations to turn customer insights into validated solutions and repeatable ways of working.

At Lumen Technologies, I built and operationalized the Service Design function for Lumen Validated Designs, establishing its first end-to-end customer experience framework and foundational artifacts.

I've led customer and employee experience work for LinkedIn Talent Solutions, Intel, Microsoft, and UNFCU, using mixed-methods research, journey maps, service blueprints, personas, and workshops to turn friction points into actionable decisions.

My background spans CX consulting, member experience operations, and strategic planning. I also train teams in CX principles, research practices, journey mapping, and qualitative analysis to create repeatable, customer-centered ways of working.

Experience

Work history, roles, and key accomplishments

Current

CX Innovation Service Design Consultant

Current

Lumen Technologies

Nov 2025 - Present (10 months)

Built and operationalized the Service Design function for Lumen Validated Designs, establishing the first end-to-end customer experience framework and foundational artifacts. Delivered journey maps and service blueprints that surfaced critical friction points and influenced solution design and go-to-market strategies.

Service Design Customer Experience Journey Mapping Service blueprints Cross Functional Collaboration Research Go To Market Strategy

Global Cards Solutions Member Experience Manager

United Nations Federal Credit Union

May 2023 - Oct 2024 (1 year 5 months)

Directed an operations team to optimize processes and implement innovative systems, resulting in measurable improvements in member satisfaction and employee engagement. Designed and implemented member-centric systems that streamlined operations and enhanced service delivery.

Operations Management Member Experience Process Optimization Team Leadership Vendor Management Employee Engagement

SaaS Customer Experience Design Consultant

Jan 2022 - Jan 2023 (1 year)

Led a CX team to design an enhanced customer experience for LinkedIn Talent Solutions, fostering cross-functional collaboration and securing executive buy-in. Conducted end-to-end mixed-methods research and created personas, journey maps, and service blueprints to identify and enhance key customer touchpoints.

Customer Experience Mixed Methods Research Journey Mapping Service blueprints Personas Workshop Facilitation Design Systems Training

CX Consultant

McorpCX Consulting

Sep 2019 - Dec 2022 (3 years 3 months)

Led multiple customer and employee experience projects for clients such as Intel and Microsoft, driving repeat business and engagement. Designed journey maps, service design blueprints, and action plans based on participatory sessions and research findings.

Customer Experience Employee Experience Journey Mapping Service Design Mixed Methods Research Qualitative Analysis Training Voice Of Employee

Account Manager

Leo Burnett Advertising

Jan 2008 - Jan 2010 (2 years)

Led an account management team to develop marketing strategies for leading regional brands, aligning creative outputs with brand strategies. Successfully localized global brand strategies for the MENA region, securing major accounts like McDonald's.

Account Management Marketing Strategy Market Research Localization Brand Strategy Campaign Management

Account Supervisor and Strategic Planner

In-Communication Advertising

Dec 2005 - Dec 2007 (2 years)

Managed multiple accounts, achieving a 20% increase in business through strong client relationships and original thinking. Directed successful product launches, from development to market entry, resulting in increased market share.

Account Management Strategic Planning Client Relationships Product Launch Market Share Growth

Account Planner

Ogilvy Advertising

Dec 2003 - Nov 2005 (1 year 11 months)

Designed and moderated focus groups and ethnographic interviews, translating insights into strategic recommendations. Presented customer insights through engaging video storytelling, securing client engagement and buy-in.

Account Planning Focus Groups Ethnographic Interviews Customer Insights Strategic Recommendations Video Storytelling (STB)

Education

Degrees, certifications, and relevant coursework

University of Texas at Arlington

Doctor of Philosophy, Business Administration

Doctor of Philosophy in Business Administration. Dissertation: 'When Your Experience Depends on Others: The Effect of Group-Services on Customer Satisfaction'.