Khaled AlFattal

Experience

• 

  Ooredoo Kuwait

  Jan 2016 - now

  Leading and managing the Post-paid Segments Product Development and Customer life cycle management for the Voice segments, Internet segments, VIP segments, Fixed mobile convergence, Loyalty program, Customer value management, and User acceptance testing.Key responsibilities:- Product Development: building and managing product roadmap, vision and positioning from ideation phase to rollout phase for any new product, new offer or new promotion for both acquisition and retention campaigns. - Growth: leading a cross functional team to build enhancements, capabilities and new features on product level and system level, to grow the value for both the customer and the organization. - Customer life cycle management: creating a smooth digital customer journey, which ensures full control to the customer with ease of use and error free journey.- Testing and Quality Assurance: Managing the testing team for each product new, and existing to achieve the best customer experience and a fully functioning product. Show less Responsible of the post-paid Small Screen/ Large Screen/ CVM/ Fix Mobile Conversions/ Loyalty program product development and managing product life cycle from the ideation phase to the rollout phase.Key responsibilities:• Creating clear vision for the product and building the product description document.• Defining the customer journey throughout the entire post-paid portfolio. • Aligning with all stakeholders from all departments (segments, devices, digital, business intelligence, finance, revenue assurance, fraud, sales, customer care, customer experience, technology) regarding all new products, features and business rules.• Managing and monitoring existing products within the portfolio with operation and customer care teams to insure having a fully functioning product and smooth customer journey.• Managing the user acceptance testing team for post-paid segments. Show less Main role was to support the product development manager for prepaid segment.Key Responsibilities:• Creating clear vision for the product and building the product description documents. • Defining the customer journey through the entire prepaid portfolio. • Support in managing the prepaid small screen/ large screen/ CVM/ roaming and international portfolio from product development aspects.• Coordinating with other departments to ensure a smooth product rollout. • Monitor existing products within the portfolio to insure having a fully functional product and a smooth customer journey. Show less • Preparing the test scenarios documents. • Executing test scenarios to ensure full score compliance and guarantee best customer experience before rolling out the product to the market. • Maintaining the issue log documents and reporting issues to concerned teams for each product tested.• Worked side by side with our digital and technical teams to roll out scheduled releases for our digital channels. • Monitoring existing product in the marketing and reporting any issues found to concerned teams and stakeholders. Show less

  • Post-Paid Product Development Manager

    May 2022 - now

  • Post-paid Segment Product Development

    Feb 2020 - now

  • Product Development Prepaid Segment

    Jul 2017 - Feb 2020

  • User Acceptance Tester

    Jan 2016 - Feb 2020