Hey it is Mo!

16+ years in ICT, EdTech, customer experience strategy, digital transformation, operations and product management…

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Mohamed Tarek Mahmoud

Product Managment, Innovation, EdTech and ICT…

I am a senior technology executive, currently Lead – Product Development with the British Council, after earlier roles including Director – Enterprise Product Launch, Senior Manager – Customer Experience Assurance and Planning Manager – Business Simulation at du, and positions with Orange, Mobily and Affinitiv (now ADL).

My career has been diverse with senior experience in strategy development, leading digital transformation, product management, driving customer experience improvements, program / project management and operations. I have also led high-performing teams, improved processes and played a key role in start-ups.

I possess excellent communication skills and a highly committed customer advocate with a straightforward and can-do style. I have an MBA from a leading business school.    

Work Experience
British Council
Lead – New Product Development
  • Identify, develop and deliver globally scalable, sustainable and profitable products and services which will lead to the reinvigoration of the British Council’s commercial B2C and B2B new product development programme. 
  • Owns new products development, digital transformation and AI capability initiatives.
du – Emirates Integrated Telecommunication Company
Director, Enterprise Product Launch
  • Led and mentored teams of up to 70. Owned new product launches, digital transformation, capability initiatives and customer experience strategy from a customer operations perspective.
  • Produced / implemented Customer Operations Product Launch Framework; decreased product requirements turnaround time from 5 to 2 days – used lessons learnt and minimized launch defects.
  • Led the Customer Operations Product Launch Team; successfully launched over 650 consumer and enterprise products / improvements. This included concept design, requirements gathering, solution design, testing, training, marketing communications and go-to-market strategy.
  • Drove implementation of Customer Experience Strategy; increased Transactional Net Promoter Score from 55 to 75 by improving the E2E customer journey and optimizing critical operational factors - front office knowledge, tools, automation and customer communications.
  • Championed digital transformation; implemented omni-channel and digital operations (web chat, social media, email, co-browsing and video support). These new digital tools handled over 40K customer interactions per month with a 98% service level. Also played a key role in the launch of robotics, du app, e-shop, chatbots and other innovations.
  •  Led the Service Fulfillment & Assurance Team; improved trouble tickets resolution rate by 7% and over- achieved all operational KPIs.
  • Managed the Customer Operations Empowerment Programme; achieved a 10% improvement in QA scores, a one day reduction in the fixed services fulfilment process and reduction of 7k billing queries, 3k trouble tickets & 2k man-hours per month.
  • Devised the methodology of the Customer Problem Management Team; identified, tracked and solved high customer-impacting problems - resolved 65 complex problems.
  • Winner of Multiple Awards in Product Launch Management, Leading Enterprise Transformation Journeys and Empowerment. Recognised as Most Innovative Department / Innovation Role Model for two consecutive years.
du – Emirates Integrated Telecommunication Company
Senior Manager, Customer Experience Assurance / Lead PMO
  • Designed and delivered customer experience, market research and benchmarking for the CEO / Executive Management to assess / understand customer touch points, measure customer experience, interpret customer needs and utilized the feedback to drive improvements. The research included Mystery Shoppers / Callers, Satisfaction Surveys, Competitor Analysis, Network, FUTs, Call Quality Tests and Roaming Audits.
  • Used the research to improve customer experience; drove an 8% increase in customer satisfaction, a 14% increase in shop adherence, an 8% increase in call centre adherence and a 20% increase in directory enquiries soft skills.
  • Led the Fixed National Launch (Bitstream) Programme which set up fixed services. Achieved technical and commercial readiness across the UAE on time with more than 900 active FUT customers.
du – Emirates Integrated Telecommunication Company
Planning Manager, Business Simulation / Outsourcing
  •  Led corporate testing projects including business simulations, user trials and process walkthroughs for product launches to ensure excellent levels of customer experience.
  • Managed the Service Assurance Quality Work Stream; root cause, repeated calls, trouble tickets analysis and satisfaction surveys. Reduced the trouble ticket backlog by 68% in a single quarter and significantly increased the percentage of trouble tickets resolved within the SLA.
  •  Led the successful on time / within budget launch of offshore contact centres in India and Jordan; the projects included scope definition, vendor evaluation & selection, contractual agreements, project implementation and transition.
  • Received an appreciation letter from the CEO as a key lead of the Customer Excellence Programme.
Arthur D. Little (formerly Affinitiv)
Business Consultant
  • Designed the business architecture, key business processes and managed work instructions across a number of business areas / systems to enable the successful launch of du.
  • Developed and managed du’s CRM implementation including triplets, smart scripts, activity templates, workflows, routing rules, violation rules, escalation rules, reporting, analysis and training.
Sales Support Supervisor
  • Developed the Sales Business Processes Manual incorporating over 400 corporate, retail, indirect and VIP sales customer processes.
  • Led the Launch War Room which tracked, analysed, resolved, and reported on any start-up issues and ensured a successful launch; nearly 10k customer-related issues were solved in three months.
  • Project-managed the development and implementation of CRM (service requests management).
Sales Executive to Senior Customer Service Representative
Education & Professional Development
Hult International Business School

FT top 10 ranked for international business.

Achieved first place in the Action Project.

Helwan University
BSc, Architecture
Professional Scrum Product Owner I