Ali Alkhazali. Get in touch
Abu Dhabi, UAE · 24.45° N 54.38° E Open to executive roles & advisory

Customer excellence, turned into enterprise value.

Director, Acting VP Customer Experience & Business Excellence at Noatum Maritime, AD Ports Group. 22+ years leading CX strategy, contact center transformation, quality governance and AI enablement across maritime, logistics, insurance, healthcare, telecom and technology.

Work with me → View experience
Ali Alkhazali
MBA · PMP · EFQM
22+
Years leading change
30+
Awards & recognition
AED 18M+
Value created annually
3.5 / 4
World-class CX maturity
90%+
Service performance
160+
Initiatives led
Executive profile

I shape enterprise customer strategy, service operating models and excellence frameworks, then connect them to technology so the results show up in the numbers. My work spans customer insight, quality governance, innovation and digital transformation, and I'm trusted for executive alignment, culture building and award-winning performance improvement.

Customer Transformation

CX strategy, Voice of the Customer, NPS and CSAT, journey redesign, complaint excellence and service recovery.

Business Excellence

EFQM, ISO, governance, quality assurance, audits, performance frameworks and maturity models.

Digital & AI Enablement

Automation, AI use cases, digital support, dashboards, contact center transformation and service technology.

Enterprise Influence

Executive reporting, stakeholder alignment, awards strategy, benchmarking, and culture and capability building.

Career route

Four organisations, three countries, one discipline.

Amman 2005 Jeddah 2010 Abu Dhabi 2017 → today
2017 – now
Abu Dhabi, UAE

AD Ports Group

Four promotions across enterprise CX, service excellence, digital transformation and maritime business excellence.

Director, Acting VP Customer Experience & Business Excellence Current

Noatum Maritime Cluster
  • Raised customer experience maturity to a world-class level, as assessed by Abu Dhabi's Department of Government Enablement, lifting satisfaction, service quality, complaint handling and case resolution.
  • Directs improvement initiatives, ISO recertification, governance, internal and external audits, and business excellence programmes across the Maritime Cluster.
  • Builds international recognition for the cluster's customer-centric, innovation and digital achievements.

Customer Experience Senior Manager

Aug 2021 – 2024 Digital Cluster
  • Ran 24/7 Unified Contact Center operations for Group customers locally and internationally, and expanded it to cover IT service desk, digital support and maintenance for employees.
  • Led customer journey governance, Voice of the Customer, executive dashboards and customer performance frameworks, including across government service channels.

Corporate Customer Experience Manager

2019 – Aug 2021 Corporate
  • Implemented the 24/7 Unified Contact Center model, improving efficiency, governance and service performance.
  • Led CX initiatives that lifted Abu Dhabi Government services rankings, contributing to recognition for Best Government Entity Improvement in Performance.

Service Excellence Manager

2017 – 2019 Corporate
  • Established service excellence programmes, governance, capability development and performance measurement, and implemented government excellence and digitalisation requirements.
2010 – 2017
Jeddah, Saudi Arabia

Bupa Arabia

Three promotions, from contact center operations to Service Excellence Senior Manager.

Service Excellence Senior Manager

  • Implemented the NPS approach for more than four million customers, with a reported 24% NPS improvement in 2016 and the Customer Love Bupa award.
  • Managed large-scale 24/7 operations, transformation, workforce capability, loyalty programmes and technology projects.
2008 – 2010
Amman, Jordan

Globitel

Promoted from Product Specialist to Customer Service Product Manager within two years.

Customer Service Product Manager

  • Managed customer care, workforce management, call recording and quality monitoring solutions, and supported consulting, pre-sales and training across MENA and the GCC.
2005 – 2008
Amman, Jordan

Umniah Telecom

From project coordination into customer care operations and business support.

Customer Care Back Office & Business Support

  • Workforce forecasting and scheduling, performance reporting, knowledge management, training and contact center system projects.
Recognition

30+ awards, in customer service, contact centers and digital.

A selection from the recognition portfolio.

2026
Brilliance Award (highest) in Customer Service
Business Brilliance Awards, UK
2025
World Series Winner, Best Contact Centre Initiative
Customer Centricity World Series Awards
2025
MEA Regional Winner, Best Contact Centre Initiative
Customer Centricity World Series Awards
2024
Gold, CX Leader of the Year
Gulf Customer Experience Awards
2024
Gold, Best Customer Service
International Business Excellence Awards
2024
Gold, Best Digital Transformation (Project MAS)
International Business Excellence Awards
2024
Silver, Best Contact Center
Gulf Customer Experience Awards
2023–24
Best Customer Experience Leader of the Year
Two consecutive years
2023
Best Contact Center, Best CX Strategy, Best Digital Transformation
International Customer Experience Awards
2022
Gold, Innovation in Customer Service Management
MENA Stevie Awards
Judge · International Customer Experience Awards Coach & trainer · service excellence, complaint handling, capability development
Work with me

Three ways to start a conversation.

Whether you're hiring, looking for an advisor, or building something in customer experience, here is where I can help.

Recruiters & boards

Executive leadership

C-level and VP roles where customer experience and business excellence sit at the centre of the strategy.

  • Chief Customer / Experience Officer
  • VP Customer Experience or Business Excellence
  • Transformation and service operations leadership
Discuss a role →
Companies

Advisory & transformation

Hands-on advice from someone who has built and run 24/7 contact centers and world-class CX programmes.

  • CX strategy, VoC and NPS programmes
  • Contact center and AI-enabled service design
  • EFQM, ISO and awards readiness
  • Leadership coaching and team training
Request advisory →
Investors & partners

Ventures & partnerships

Operator insight for ventures in customer experience, contact center technology and AI-driven service.

  • CX and CX-tech venture partnerships
  • Market and go-to-market insight for the GCC
  • Board and advisory seats
Explore a partnership →
Education & credentials

Trained in management, certified in excellence.

  • MBA, International Management2015 – 2016Geneva Business School
  • Executive Presence and Influence2024INSEAD
  • Harvard ManageMentor2019 – 2020Harvard Business School
  • Learning & Development Units (SCQF 7–8)CertificateScottish Qualifications Authority
  • BSc, Computer Science & Information Technology2000 – 2005Jordan University of Science and Technology
Certifications
PMP EFQM Internal Assessor Six Sigma Black Belt Process Improvement Professional Design Thinking Managing Change Train the Trainer Total Quality Management
Languages
ArabicNative
EnglishFull professional
MacedonianIntermediate
AlbanianIntermediate
Contact

Let's talk.

For executive roles, advisory work or partnerships, send a note and I'll reply personally.

Emailali_khazali@hotmail.com
LinkedInlinkedin.com/in/akhazali ↗