Sam Jahani

Led CX initiatives, boosting satisfaction and retention through strategic teamwork. Developed and launched an integrated feedback system, enabling real-time insights that fostered greater collaboration across departments and improved service delivery. Spearheaded innovative customer experience strategies, resulting in a 20% increase in overall satisfaction scores through targeted feedback loops an

Led Research-ops and VoC implementation, collaborating with product owners and UX managers to identify member touchpoints and pain points. Promoted evidence-based product strategy and refined experimental testing methodologies, increasing efficiency by 20%. Co-led the first Voice of Customer program at Flybuys, focusing on long-term strategy and in-moment success measures.

Led Lean CX strategy across the organization, consulting 7 business units as the CX specialist. Promoted actionable live experimentation as the growth product owner within product sprints. Redefined CSR CX blueprints, resulting in major cost-savings and improved NPS.

Developed detailed test plans, test scripts, user flows, user personas, and training materials. Moderated task-based user tests and A/B tests of prototypes and wireframes. Conducted both quantitative and qualitative data analysis on data gathered from focus groups, one-on-one interviews, surveys, and remote and local user testing.

Conducted research as a PhD Intern.

Worked as a part-time technical assistant with the VISOR research group, conducting research in 'Interface Design'. Responsible for implementing data mining and statistical machine learning solutions to various recognition problems. Developed a customer segmentation algorithm using SOMs in R, which scored user leads for interaction designs.

Led the initiative to build statistical models using historical data to predict user behaviour in mobile interactions. Sketched concepts of interfaces to suggest use cases based upon preliminary research. Developed a user prediction algorithm using advanced data mining to classify similar properties together using Zip codes.

Completed a PhD focusing on Human-Centred Design. The research involved exploring user interactions and developing innovative solutions within the computing field.