Rawan Zahreddine

A global energy company with a $480B valuation needed a delivery partner to own the full digital lifecycle, from UX strategy through staging to production release across web and mobile. The environment demanded synchronised execution across multiple workstreams with minimal tolerance for delays or quality gaps.

• Operated as primary strategic partner, accountable end-to-end for delivery continuity
• Established multi-project governance frameworks for simultaneous workstreams
• Standardised UX-to-release pipeline with defined handoff protocols between design, QA, and engineering
• Bridged stakeholder communication across product, technology, and executive layers
• Shipped a GPT-based FAQ and self-service assistant across enterprise client portals, deflecting repeat support requests

A leading Saudi retail bank, newly separated from a global banking group, required end-to-end CX ownership for a platform serving 2M+ retail and corporate customers, in a tightly regulated environment undergoing a full platform migration under Saudi Central Bank compliance requirements.

• Owned the full CX delivery cycle from journey design through QA sign-off to production release
• Delivered an ML-driven next-best-offer targeting engine with data and product teams
• Introduced structured offer-testing and defect-tracking protocols tailored to a regulated banking context
• Maintained SAMA compliance alignment and regulatory timelines throughout the migration
• Optimised end-to-end customer journeys to improve on-platform engagement and task completion rates

Leading a cross-functional team of 14 designers, engineers, and marketing specialists across three continents required consistent delivery standards, reliable escalation paths, and a shared operating rhythm, all while maintaining throughput across 7+ simultaneous enterprise accounts.

• Built cross-functional governance structures adapted for distributed, multi-timezone operations
• Defined standardised delivery workflows and handoff protocols across design, engineering, and marketing
• Implemented cadence frameworks to maintain stakeholder alignment across all accounts
• Developed performance tracking to sustain throughput and surface blockers early

A commercial e-commerce SaaS platform needed a high volume of branded retail storefronts designed, configured, and launched to a consistent standard, each carrying its own catalogue, identity, and customer journey across different retail sectors.

• Designed and configured storefronts for retail brands across fashion, leather goods, and mall-retail sectors on a shared platform
• Translated each brand’s identity into a coherent storefront experience without diverging from platform conventions
• Standardised the build-and-launch workflow to keep quality consistent across a high volume of storefronts
• Owned delivery end-to-end, from UX and configuration through to production launch

BPO and facilities service platforms were generating client escalations due to usability friction and slow service resolution. Coordinating delivery across teams in the USA, GCC, and Europe added significant operational complexity to an already pressured environment.

• Mapped end-to-end service workflows to identify and prioritise friction points
• Led system usability improvements through structured product delivery cycles
• Established escalation management and client communication frameworks
• Built coordination protocols for distributed teams operating across three time zones