Portfolio · 2026

Rawan Zahreddine

Senior Digital Strategy & CX Leader.
8 years owning enterprise programs from UX strategy through QA to production release — across FinTech, banking, energy, and automotive.

View My Work ↓
Riyadh 8 Years 3 Continents 4 Languages
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~30%
Faster delivery
cycle time
2M+
Users on platforms
I’ve owned
$480B
Scale of primary
strategic partner
~35%
Reduction in
post-release defects
8 yrs
Enterprise
delivery
Selected Work

Impact at
enterprise scale

Details generalised
where confidential

Energy · Digital Platform

End-to-end
platform delivery

Primary strategic partner to a global energy company — owning digital platform delivery across web and mobile from UX strategy through staging and production release. Bridged product, UX, QA, and engineering across a complex enterprise environment.

Partner scale $480B
Delivery cycle improvement ~30% faster
Concurrent enterprise accounts 7+
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Challenge

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.

Approach
  • 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
Outcome

Cut average delivery cycle time by ~30%. Maintained delivery continuity and program quality across 7+ simultaneous enterprise accounts, with this partnership as the anchor engagement throughout.

FinTech · Banking · Regulated

Digital banking
transformation

Owned CX delivery for an enterprise digital banking platform serving retail and corporate customers. Led end-to-end journey optimisation, structured QA protocols, and maintained delivery continuity through a full platform migration in a regulated environment.

Platform user base 2M+
Post-release defect reduction ~35%
Compliance standard Saudi Central Bank
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Challenge

Saudi Awwal Bank (formerly HSBC Saudi Arabia) required end-to-end CX ownership for a platform serving 2M+ retail and corporate customers — in a tightly regulated environment undergoing a full HSBC-to-SAB platform migration under Saudi Central Bank compliance requirements.

Approach
  • Owned the full CX delivery cycle from journey design through QA sign-off to production release
  • 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
Outcome

Reduced post-release defect rates by ~35%. Delivered the HSBC→SAB platform migration without service disruption or regulatory incidents across a 2M+ user base.

Cross-Industry · Global Teams

Distributed
team leadership

Built and led cross-functional teams across three continents — designers, engineers, and marketing specialists — standardising delivery workflows, reducing client escalations, and increasing program throughput across simultaneous enterprise accounts.

Team size 14 people
Client escalation reduction ~20%
Operating span 3 continents
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Challenge

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.

Approach
  • 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
Outcome

Reduced client escalations by ~20%. Increased program throughput while maintaining team cohesion across global operations spanning Europe, GCC, and the Americas.

Logistics · E-commerce · Germany

Product strategy
& design systems

As Senior Product Manager at GO.MEDIA in Germany, directed product and UX strategy across logistics and e-commerce digital platforms. Introduced a scalable design system that unified workflows across three concurrent product streams.

Concurrent product streams 3
Design-to-dev handoff Standardised
Platform scope Logistics & E-com
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Challenge

Three concurrent product streams in logistics and e-commerce operated on divergent design conventions, causing inconsistency, rework, and slow handoff cycles between design and development teams — each stream effectively running its own ad-hoc process.

Approach
  • Built a shared design system — component library, design tokens, and documentation — as a single source of truth
  • Standardised design-to-development handoff protocols across all three product streams
  • Applied consistent UX strategy frameworks to align product and engineering on shared conventions
  • Facilitated cross-stream design reviews to maintain quality and convergence over time
Outcome

Significantly reduced design-to-development handoff time. Improved consistency across all three product streams and enabled faster iteration by eliminating design divergence between teams.

BPO · Facilities · New York

BPO platform
transformation

Led digital and operational transformation across BPO and facilities service platforms at National Facilities Direct. Coordinated distributed teams across three continents to deliver measurable usability improvements and accelerate service resolution.

Client escalation reduction ~20%
Team span 3 continents
Focus Service resolution
Read case study ↓
Challenge

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.

Approach
  • 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
Outcome

Reduced client escalations by ~20%. Accelerated service resolution times and improved client satisfaction across enterprise accounts, establishing a repeatable model for cross-continental delivery.

Confidential · On Request

Further work
on request

Additional case studies in automotive digital services, FinTech product strategy, and B2B enterprise platforms are available. Confidential client details shared under NDA.

Request portfolio →
Experience

Eight years,
three continents

2023 — Now
Feb 2023 – Present
Current
Riyadh, SA
Ethos Interactive
Senior Digital Strategy & Experience Manager
Banking Energy Automotive Digital Services
  • Leading a cross-functional team of 14 across 7+ simultaneous enterprise accounts
  • Primary strategic partner to a $480B global energy company, owning end-to-end digital platform delivery from UX strategy to production release
  • Cut average delivery cycle time by ~30% through multi-project governance frameworks
2019 — 2023
Nov 2019 – Jan 2023
3 yrs
Riyadh, SA
Saudi Awwal Bank
formerly HSBC Saudi Arabia
Senior Digital Transformation Consultant
FinTech Regulated Banking
  • Owned CX delivery for a digital banking platform serving 2M+ retail and corporate customers
  • Reduced post-release defect rates by ~35% with structured QA and offer-testing protocols
  • Maintained delivery continuity through the HSBC-to-SAB platform migration under Saudi Central Bank compliance
2019
Feb 2019 – Oct 2019
8 mos
Germany
GO.MEDIA KG
Senior Product Manager
Logistics E-commerce
  • Directed product and UX strategy across 3 concurrent product streams in logistics and e-commerce
  • Introduced scalable design systems, reducing design-to-development handoff time
2018 — 2019
Mar 2018 – Jan 2019
10 mos
New York, USA
National Facilities Direct
Product Lead
BPO Facilities USA · GCC · Europe
  • Led digital and operational transformation across BPO and facilities service platforms
  • Reduced client escalations by ~20%, coordinating distributed teams across three continents
Expertise

What I bring
to the table

CX & Strategy
Customer Experience Strategy Journey Mapping & Service Design Voice of Customer (VoC) Usability Testing NPS & CSAT UX Strategy Digital Transformation Product Ownership Roadmapping Release Management
Delivery & Governance
Agile Program Management QA & UAT Governance Change Management Cross-functional Leadership Enterprise Account Management Stakeholder Alignment Customer Retention
Tools
Figma Jira & Confluence Miro Notion & Trello Maze Framer & Webflow Google Workspace Microsoft Office & Excel
English
Native
Arabic
Native
Japanese
Professional
French
Beginner
Contact

Let’s work
together

Open to senior CX, digital strategy, and product leadership roles — as well as strategic consulting engagements. Based in Riyadh; open to relocation and remote.

✉
Email rawan.zhd@hotmail.com
in
LinkedIn rawan-zahreddine
Available
Open to new opportunities

Senior leadership roles and strategic consulting engagements across FinTech, banking, energy, and digital services.

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