Shorouk M Ali MBA CCXP SFC
About
Shorouk M Ali MBA CCXP SFC is from Kuwait City, Al Asimah, Kuwait. Shorouk is currently Customer Experience Manager at Boubyan Bank, located in Kuwait. Shorouk also works as undefined at undefined. Another title Shorouk currently holds is Recognized Training Provider - CXPA at undefined. In Shorouk's previous role as a Assistant Manager - Customer Experience Management at Boubyan Bank, Shorouk worked in Kuwait until Apr 2026. Prior to joining Boubyan Bank, Shorouk was a Conference Chairperson – Government Experience & Customer Contact Stream at CX Live Show 2025 | Dubai, UAE and held the position of Conference Chairperson – Government Experience & Customer Contact Stream at Dubai, United Arab Emirates. Prior to that, Shorouk was a Judge at Awards International from Sep 2024 to Nov 2024. Shorouk started working as Senior Market and Customer Insights Analyst at Kout Food Group in Kuwait in Jan 2017. From Jan 2016 to Jan 2017, Shorouk was Marketing and Communications Analyst at British Council, based in Kuwait. Prior to that, Shorouk was a Senior Marketing Research Analyst at Stanly Group, based in Alexandria , Egypt from Jan 2014 to Dec 2015. Shorouk started working as Senior Marketing Specialist at Andalusia AlSalama Hospitals in Alexandria, Egypt in Jan 2013.
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Shorouk M Ali MBA CCXP SFC's current jobs
Customer Experience Bootcamp The CCXP Accelerator Program Journey Mapping Trainings Voice of Customers, insights and Consumer Behavior trainings Knowledge Transfer Sessions Subject Matter Expert
Shorouk M Ali MBA CCXP SFC's past jobs
1. Manage customer experience projects, events and provide action plans to improve customer interaction. 2. Perform gap analyses through surveys, mystery shopping and other related activities to assess customer experience levels and ensure meeting objectives within the desired service levels. 3. Analyze "voice of the customer" (VOC) project results, behavioral information and other related initiatives to understand level of customer satisfaction and provide deep insights of customer needs and behaviors. 4. Act as a partner and work closely with the multiple channels to identify customer experience requirements and expectations to meet and exceed the required level. 5. Coach and support assigned area`s/teams on customer experience guidelines and plans to provide a reliable platform for the business operations and improve service excellence throughout Boubyan`s channels. 6. Review customer issues/inquiries and resolve with in an efficient and effective manner. 7. Generate reports to monitor progress and provide a review of service/performance levels against agreed objectives. 8. Assist in recommending/implementing new methods and tools to identify gaps and reach the desired customer experience satisfaction level. 9. Perform a variety of tasks within the general scope of the job and others that may be assigned by the management.
• Invited as Chairperson for the Government Experience & Customer Contact stream at the CX Live Show 2025, one of the Middle East’s leading Customer Experience conferences. • Delivered opening remarks and moderated four expert panel discussions on topics including citizen experience, AI in CX, digital transformation, and service excellence across government and contact center operations. • Participated in LeadersConnect and attended focused workshops on the role of AI and digital innovation in enhancing CX strategy and service delivery. • Engaged with senior CX professionals across industries to exchange best practices, share insights, and explore the evolving landscape of CX in the Middle East. • Represented the regional CX community and contributed to thought leadership by highlighting current trends, citizen-centric design principles, and the importance of humanizing customer experiences in an increasingly digital world.
I served as a judge for the International Customer Experience Awards 2024 I joined an esteemed committee of industry experts from around the globe. In this role, I evaluated and score submissions across several categories, including Best Customer Service, Best Business Operations Process (BOP), and Best Citizenship Experience. This rewarding opportunity allowed me to assess innovative strategies, impactful solutions, and excellence in customer experience practices demonstrated by organizations worldwide. Through our rigorous judging process, we aimed to recognize and celebrate businesses that set new standards in customer experience and commitment to community.