Hanan ElMatarawi

• Led the technological transformation of operations across 11 countries, driving digitalization and efficiency under the Central Operations team.

• Spearheaded automation initiatives that reduced operations costs by 30% through process redesign, user journey mapping, and implementation of AI solutions.

• Designed and launched an AI-powered contact center with Sprinklr, achieving:

• 40% reduction in AHT

• Lower cost per interaction through automation of high-volume inquiries

• Scalable efficiency by enabling agents to focus on complex cases

• Faster resolutions & reduced escalations, improving CSAT

• Data-driven optimization via real-time analytics integration

• Partnered with internal teams and leadership to align automation with business goals, ensuring measurable ROI and sustainable scalability.

• Acted as a key liaison between customers, operations teams, and product organization to deliver seamless, integrated customer experiences.

• Built SURVV portfolio of 8 products, establishing B2B delivery solutions and a B2C mobile app.
• Achieved over 1 million transactions in one quarter post-launch, attaining top rank on IOS for last mile delivery in Egypt.
• Conducted market needs analysis and competitive assessments to ensure optimal product market fit.
• Managed Product Designer to execute focus groups identifying essential features and priorities.
• Developed product vision and strategy, aligning stakeholder objectives with a growth-oriented roadmap.
• Facilitated transition from native mobile apps to Flutter for enhanced ROI and user experience.
• Led product discovery initiatives, collaborating with logistics, vendor operations, and customer support teams.
• Defined metrics to assess product health and success, optimizing performance through analytics.

• Lead 20+ development, engineering, product, design and marketing professionals in all phases of custom product solutions delivery.
• Managed concept-to-launch of the company's first SaaS E-learning space 'WinjiGo'.
• Launched 4 mobility Apps on both Android & IOS.
• Working with Ed-tech partners all over the world.
• Developed a deep understanding of the business objectives of internal and external stakeholders; evangelized the product vision and built trust by maintaining an accurate and achievable roadmap.
• Launching a new version of a corporate training solution 'Learning Curve'. Was responsible for all commercial documentation on the product with marketing team [Product Brand - Sales kit - Pricing].
• Worked on the 5 phases of 'Product to Market': Defining problem statement, Focus Groups interview and market research to verify problem and solution, Ideation, Prototyping the recommended product, Testing & evaluating the product internally and with selected focus groups.
• Kept dynamic product roadmap matching all the following inputs: Market needs, Competitors, Users' feedback, New Proposals and RFPs, Input from Sales, Pre-Sales, Partnership & Business Development teams through their demos.
• Responsible for defining user persona by meeting different stakeholders and end users.
• Conducted demos to big clients to gather feedback and deliver product value.
• Attended Education events and spoke about the vision of our company and products.