North South University
Bachelor of Business Administration (BBA) — Management Information Systems · Dual Major
2001 – 2005
Strategy & Operations Leader
Saquib Ahmed Turning customer experience into measurable growth — for 17+ years.
A multidisciplinary leader in customer experience, operations and self-service automation — building high-performing teams and intuitive customer journeys across telecom, ride-hailing and SaaS.
Ex-Uber
Ex-Grameenphone
NPS & CSI
Self-Service & Automation
17+ yrs experience
250+ workforce led
📍 Dhaka, Bangladesh
17+Years of experience
5 yrsLeadership at Uber
12 yrsAt Grameenphone
250+Team & workforce led
About
A leader at the intersection of people, process & experience
Multidisciplinary professional with 17 years of experience and a comprehensive, strategic understanding of Customer Experience Management — with a proven track record of achieving superior customer satisfaction.
My work spans Customer Journey Mapping, Net Promoter Score (NPS), Customer Satisfaction Index (CSI) and Customer Value Management (CVM) — devising and implementing coherent customer-experience strategies while improving internal processes within demanding environments, deadlines and budgets.
I lead teams to hit critical business goals across project deliverables, in-person support, call-centre operations, customer insights & reporting, revenue, churn, penetration — and, above all, a better customer experience.
What I focus on
- Customer Experience — journey mapping, NPS, CSI & CVM programs.
- Strategy & Operations — long-term strategy across Retail, SaaS & E-commerce.
- Self-Service & Automation — intuitive, low-cost service journeys.
- Analytics & Insight — KPIs, reporting platforms & voice-of-customer.
- Team Leadership — building high-performing, accountable teams.
Expertise
How I create value
Six disciplines I've honed across telecom, ride-hailing and SaaS over nearly two decades.
🎯
Customer Experience
Designing and running NPS, CSI and CVM programs that lift satisfaction and retention end-to-end.
🧭
Strategy & Operations
Defining and executing company strategy across Retail, SaaS, E-commerce and Consulting verticals.
⚙️
Self-Service & Automation
Building seamless self-service journeys that deflect cost while empowering customers.
📊
Analytics & BI
Reporting platforms, KPI frameworks and data-driven decisions — from MS SQL/SSRS to insight management.
👥
Team Leadership
Hiring, mentoring and leading teams of 90–250+, with a performance-driven, accountable culture.
📈
Growth & Optimization
Footprint optimization, supply programs and market-growth strategy that scale sustainably.
Experience
A track record across three industries
B
Blitzsol Ltd
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Chief Operating OfficerJun 2024 – Oct 2024Hybrid
Defined and executed long-term strategy across Retail, SaaS, E-commerce and Consulting; optimized cross-functional processes, built and mentored the operations team, and used data analytics to drive customer satisfaction, retention and growth.
U
Uber
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Senior Manager, Greenlight OperationsMar 2022 – Jun 2023North-East India & Bangladesh · Hybrid
Led a team of 6 full-time managers and a 250+ contingent workforce; designed and ran Earner Support programs across the InSA region, built supply programs and low-cost support channels, and drove Uber's market-growth and footprint-optimization strategy.
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Greenlight ManagerNov 2020 – Feb 2022North-West India & Bangladesh
Owned profitability, operational efficiency and CSAT for North-West Indian cities and Bangladesh; led a 90+ member team and ran employee-engagement initiatives across Greenlight hubs.
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Greenlight ManagerFeb 2018 – Nov 2020Bangladesh
Owned success metrics for profitability, efficiency and customer satisfaction; strengthened performance through process development and innovation, and hired, trained and led a team of Uber Experts, Supervisors and Specialists.
G
Grameenphone Ltd
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*121# Channel Head, Self-Service ManagementJul 2016 – Aug 2017
Led traditional self-service strategy and seamless journeys across digital and assisted channels, drove assisted-channel call reduction, and partnered with UX and Technology to define end-to-end USSD service flows.
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Lead Manager, Planning & Intraday / Resource ManagementDec 2014 – Jun 2016
Planned and managed operational resources, queues and service levels; ran intraday planning, performance analysis and crisis management, and optimized the Workforce Management (WFM) application.
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Manager, Analytics & Reporting, CommercialAug 2013 – Nov 2014
Established reporting platforms for the customer-service performance-follow-up process, defined and analyzed KPIs, and implemented in-house audit mechanisms and strategic action plans.
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Specialist, Insight Management — Voice of CustomerJun 2011 – Jul 2013
Provided category, market and customer insight into brand & commercial planning, turned customer voices into actionable insight, and helped implement Net Promoter Score (NPS) company-wide.
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Data & Reporting Analyst, BIJun 2009 – May 2011
Built databases, data-collection systems and performance metrics; developed and maintained custom reports (MS SQL, SSRS, Crystal) and the supporting technical documentation.
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Team Leader, Contact CenterSep 2007 – May 2009
Directed service agents for timely, knowledgeable customer contacts; improved operations and supported call-centre staffing, training, scheduling and recognition programs.
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Customer Manager, Contact CenterOct 2005 – Aug 2007
Delivered customer service across inbound, outbound, chat and email; resolved complaints end-to-end and generated sales leads through telesales.
Background
Education & recognition
🎓 Education
Mashoor-ul-Haque Memorial High School & College
Higher Secondary Certificate (HSC), Science · Doha, Qatar
1999 – 2000
🏆 Honors & Certifications
'Make it Easy' Value Award
Grameenphone Ltd
Jan 2014
Best Contributor of the Year
Grameenphone Ltd
Jan 2011
Certifications
Project Management · Lean Six Sigma (Yellow Belt)
Grameenphone Ltd
Let's build better customer experiences
Open to leadership conversations in strategy, operations and customer experience. The fastest way to reach me is LinkedIn.