BAWAZIR SHAIKH
Erlangen
Summary
Results-driven Customer Experience & Communications Specialist with expertise in customer lifecycle management, stakeholder engagement, NPS data analysis, and marketing analytics. Strong background in project management, internal communications, and content creation. Skilled in A/B testing, dashboard reporting, and cross-functional collaboration to drive customer engagement and performance improvement.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Global Customer Experience & Intelligence
MediaMarktSaturn Gmbh
01.2023 - Current
- Designed and managed customer lifecycle communication across 13 countries and 1000+ stores, optimizing key customer touchpoints
- Developed customer journey maps using TheyDo, aligning research insights with operational and marketing goals
- Created actionable descriptions of customer episodes, detailing challenges, contexts, and desired outcomes for resolution services
- Analyzed CX performance data (NPS, customer insights) to identify improvement opportunities and enhance engagement
- Implemented A/B testing strategies for communication campaigns, improving response rates and customer satisfaction
- Developed dashboards on internal platforms & Tableau to deliver concise, data-driven insights on journey performance to C-level stakeholders
- Led and updated the GenAI SharePoint page, improving content visibility and internal communications
Tech Consultant
Botsify INC
01.2019 - 01.2021
- Conducted customer onboarding and lifecycle management through strategic touchpoints, including executive business reviews and training sessions
- Developed marketing materials and presentations showcasing product adoption success
- Provided data-driven insights on customer behavior and engagement strategies to improve retention rates
- Developed technical knowledge of SaaS platforms and implemented best practices to drive product adoption and solve complex business challenges for customers
- Collaborated with the marketing team to establish KPIs and quarterly performance metrics
- Assisted clients in customizing chatbots for business needs and automated customer interactions
Education
BACHELORS OF INTERNATIONAL BUSINESS -
OTH Amberg-Weiden
02.2025
CAMBRIDGE GENERAL CERTIFICATE OF EDUCATION ADVANCE LEVEL - English - C1, German- B1
Alpha College
01.2018
Skills
- Customer Lifecycle Management & Engagement
- NPS Data Analysis and Performance Improvement
- Stakeholder & Internal Communications
- Dashboard Design & Executive Reporting
- CRM & Marketing Analytics
- Cross-functional Collaboration
Websites
Certification
- Data Driven Decisions with Power BI, Coursera, 02/01/23
- Intercultural Communication & Conflict Resolution, Coursera, 02/01/23
- Enterprise System, Coursera, 02/01/23
- Digital Business & Information Systems, OTH Regensburg, 01/01/23
Languages
English
German
Timeline
Global Customer Experience & Intelligence
MediaMarktSaturn Gmbh
01.2023 - Current
Tech Consultant
Botsify INC
01.2019 - 01.2021
CAMBRIDGE GENERAL CERTIFICATE OF EDUCATION ADVANCE LEVEL - English - C1, German- B1
Alpha College
BACHELORS OF INTERNATIONAL BUSINESS -
OTH Amberg-Weiden
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