Strategic Leadership and Digital Transformation at e& enterprise
Musa Al Muhaisen is a seasoned senior management professional with over 15 years of proven success in telecom, e-commerce, contact center operations, vendor management, and customer experience leadership across the MENA region. Currently, he serves as the Country Director of Business Development (BPO/ITO) at e& enterprise in Riyadh, Saudi Arabia, where he leads comprehensive business development, service delivery, and IT support aligned with e& enterprise’s digital transformation goals.
At e& enterprise, Musa spearheads the launch and operational excellence of the Contact and Customer Experience Center in Riyadh, managing commercial operations to ensure the highest standards while meeting the growing demand for digital and customer-focused services. His leadership focuses on building high-performing teams, driving innovation, and delivering operational efficiency.
Extensive Expertise in Customer Experience Consulting and Program Management
Previously, Musa served as Director of Customer Experience Consulting Services and Business Process Management at upsource by solutions in Riyadh. There he helped craft CX consulting service offerings for diverse industries in Saudi Arabia, developed comprehensive service implementation roadmaps, and led consulting engagements focused on improving customer experience and operational performance.
Before that, as Regional Head of CX Operations at Gulf Customer Experience (a subsidiary of Raya CX), Musa managed strategic development and operational management of customer experience projects, ensuring measurable results delivered on time and budget. He directed multiple teams responsible for voice and digital customer channels, while continuously driving process improvements and service innovation.
Leadership in Large-Scale Customer Service Operations Across Renowned Brands
Musa has managed and optimized large-scale customer service operations for high-profile regional and global brands, such as:
- JollyChic – Leading operations, revenue growth, and customer service strategy management focused on the MENA region.
- Delivery Hero (foodpanda, HungerStation, hellofood) – Oversaw regional quality control, training, and operations across Saudi Arabia, UAE, Jordan, Egypt, leveraging data insights to enhance service.
- Gulf Customer Experience (GulfCX, a subsidiary of Raya CX) – Directed CX program management and service delivery across multiple client accounts, fostering enhanced customer engagement and operational excellence.
Diverse Career Highlights and Roles
Musa’s career also includes key roles such as:
- Overseeing outsourced customer service operations for over 35 projects across the GCC region..
- Leadership in customer care and contact center teams at Zain Jordan, focusing on performance management, knowledge readiness, coaching, and morale building.
- Delivery and support roles at Foodpanda/Delivery Hero across multiple MENA markets driving quality, training, and operational excellence.
Education and Professional Development Certifications
Musa holds a Bachelor’s Degree in Accounting and Commercial Law from The Hashemite University. He has also earned numerous certifications that enhance his leadership and operational capabilities, including:
COPC® Best Practices for Customer Experience Operations, CX Performance Leader 7.0 (issued June 2025)
Certifications in Balanced Scorecard and Key Performance Indicators, Finance for Non-Financial Managers, Project Management Foundations, and Customer Contact Center Management from LinkedIn Learning
Various professional courses in sales negotiation, leadership, artificial intelligence in business, and data-driven decision-making
Leadership Philosophy and Impact
Musa is passionate about delivering operational excellence, fostering customer-centric cultures, and empowering teams through strategic leadership. His approach integrates innovation, collaboration, and continuous improvement to drive memorable customer experiences and sustainable business growth.
Recognized Excellence: Catalyst for Customer Experience Transformation in the Arab World
The Arab Leaders proudly recognize Musa Al Muhaisen as a visionary business development and customer experience leader whose strategic insight and dedication have elevated service standards across the Gulf and MENA. His expertise in leading large-scale customer service operations, consulting program management, and digital transformation reflects his commitment to operational excellence and innovation.
Musa Al Muhaisen is more than a business development executive; he is a transformative leader shaping the future of customer experience and digital operations in the Arab world.
