Hello Qiddiya I’m Nazeer Osman

Customer Experience, Research & Service Design Leader*

Connecting customer insight, journey strategy and delivery to create better experiences across digital, physical and service touchpoints.

I bring 15+ years of experience across CX, research, service design and digital transformation. Based in Riyadh, I lead Experience at Ogilvy One KSA, helping organisations turn customer understanding into connected journeys and practical improvements.

What differentiates my experience is the combination of Saudi market knowledge, destination experience, research-led design and the ability to move CX from strategy into delivery.

Years practice

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Platforms launched

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Industries transformed

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Great customer experiences are created when every touchpoint digital, physical and human works as part of one connected journey.

Featured Case Study*

Designing the Customer Lifecycle for Saudi Arabia’s First National EV Brand

Ahead of the recent CEER launch, I led the development of an end-to-end customer lifecycle strategy across discovery, consideration, reservation, purchase and ownership.

Customer research, stakeholder interviews and benchmarking were translated into priority journeys, CRM triggers and launch-ready experiences across digital and physical touchpoints.

Relevant Experience*

Designing a New Digital Banking Experience

As UX Lead at D360, I helped shape the experience of a new Saudi digital bank ahead of launch.
Customer research, testing and journey design informed key banking experiences, working closely with Product, Technology and business teams to turn customer needs into simple, scalable digital journeys.

Transforming Student Experience Through Digital Platforms

Redesigned the student journey across digital touchpoints, improving service access, engagement, and lifecycle visibility.
Identified friction points and delivered user-centered improvements to enhance the overall academic experience.

Building Connected Retail Customer Experiences

I contributed to work connecting IKEA’s digital and in-store customer experience, bringing customer, sales and subscription data into the design of more coordinated journeys. The focus was on how channels and information could work together to support more relevant interactions throughout the customer relationship.

How I Approach Customer Experience & Service Design*

Understand the Guest and the Context

01

Combine customer research, behavioural data, feedback and operational insight to understand needs, pain points and the moments that matter most.

Design the Connected Journey

02

Map the end-to-end experience across digital, physical and human touchpoints, then translate insight into clear future-state journeys and service concepts.

Align Ownership and Delivery

03

Bring Product, Digital, Operations, Marketing, Technology and Customer Service around shared priorities, clear ownership and practical delivery roadmaps.

Measure, Test and Improve

04

Validate concepts with customers, measure experience outcomes and continuously optimise journeys based on evidence.

I bring Saudi market experience, destination and digital CX expertise, and research-led experience leadership to help Qiddiya create connected customer journeys at scale.
My experience has focused on helping organisations turn customer insight into measurable, scalable and continuously improving experiences across digital, physical and service touchpoints.