Muhammad Masood Ali Khan

• Spearheaded VoC function, analysing real-time feedback from over 70 surveys across all UAE channels.
• Ensured unbiased design and reporting of customer feedback across all lines of business and channels.
• Integrated social listening tools into VoC framework to capture and address customer feedback effectively.
• Liaised with technology vendors to enhance VoC tools, systems, and channels for efficient data capture.
• Oversaw VoC outcomes reporting and drivers analysis, ensuring timely delivery to stakeholders.
• Utilised AI and ML to develop advanced data analytics models, maximising productivity.
• Established key performance indicators to evaluate organisational success, measuring financial impacts on NPS.
• Directed cross-functional teams for collaborative achievement of project milestones.

• Oversaw all market research requirements for Sales, Digital, Food delivery, and Business sectors.
• Managed Customer Feedback Management development and enhancements while liaising with IT and stakeholders.
• Administered overall market research budget across various studies and agencies.
• Cultivated relationships with MR agencies, online research partners, and Etisalat Admin & Contracts.
• Reported CX KPIs to Corporate strategy, ensuring alignment with business stakeholders.
• Acted as Director of Analytics & Insights during absence, handling reporting needs for Sales team.
• Presented Sales performance metrics to CCO and senior management for strategic insights.
• Cleared and approved invoices for all market research studies.

• Oversaw market research requirements for Sales, Marketing, Customer Care, and Business.
• Managed market research budget to ensure effective resource allocation.
• Cultivated strong relationships with MR agencies to enhance collaboration.
• Led MR team to achieve strategic objectives.
• Presented customer experience findings to GCEO at CX forum.

• Managed market research requirements for Business, Prepaid Marketing, and Home marketing sectors.
• Oversaw market research budget and agency collaboration with Senior Manager.
• Led cross-functional Delta force team to analyse competitive movements and provide strategic insights.
• Conducted strategic research on Etisalat's transition to per second billing, reporting to CMO and VP of Consumer Marketing.
• Facilitated workshops to enhance customer experience (CX).

• Managed market research requirements for Business, Prepaid marketing and home
• Market research budget management in collaboration with Manager-Market- Research- Consumer
• Developed plans and strategies to promote continuous improvement.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Managed market research requirements to inform business strategies.
• Oversaw MR budget and agency management alongside Market Research manager.
• Recommended corrective actions to senior leadership, enhancing company operations.
• Facilitated on-site training, developing processes to improve operational accuracy.

• Prepared research briefs basis requirements shared by stakeholders across consumer marketing
• Questionnaire design. Data analysis and reporting
• Coordinated with the agency on data collection. Attending field briefing sessions, field visits, conducting back checks

• Supported Market Research Specialist and Manager in taking briefs from stakeholders across consumer and business
• Coordinated in data analysis
• Questionnaire preparation
• Reporting
• Conducted data quality control checks including attending in person interviews, briefings
• Reported on market research trends with comprehensive data collection and analysis.
• Analysed and interpreted customer segment data, identifying market patterns and opportunities.

• Managed strategic accounts for Arla Foods, Etisalat, Mobily, and Ferrero, generating AED 3 million in annual revenue.
• Conducted extensive research projects including brand tracking and tactical studies across multiple countries.
• Performed annual customer satisfaction studies and conjoint research for Etisalat to determine pricing strategies.
• Executed customer segmentation studies for international markets, including Saudi Arabia, Turkey, and Sudan.
• Profiled gross acquisitions and estimated market share for Mobily through targeted analysis.
• Conducted market sizing studies for Ferrero to support strategic planning initiatives.
• Delivered exceptional client service to strengthen relationships and foster future business opportunities.

• Supported team head in developing research proposals by obtaining quotations and assessing time and cost elements.
• Designed questionnaires to ensure effective data collection.
• Prepared analysis requirements in collaboration with data processing teams.
• Audited field data collection, conducted interviews, and briefed interviewers.
• Crafted presentations and narratives alongside secretarial staff.

Managed strategic research projects while communicating findings to stakeholders.

• Coordinated resource allocation for various research projects based on budget and timeline constraints.
• Planned research activities to innovate processes, products, and applications.

• First role as a market researcher
• Questionnaire preparation
• Prepared analysis requirements with data processing team
• Supported in updating slides for the presentation
• Supervised data collection, coordination with operations team, interviewer briefings,
• Evaluated research findings to provide key development insight.

• Primary role was to analyse open texts captured in the customer interviews. Prepared it for Data processing team
• Managed inventory control of questionnaires received from different projects across different markets
• Kept track of key quotas received to help the market researchers manage the achievements