Tarik's CV
Tarik Aloraimi
Customer Experience, Quality & Performance Leader | PMP® | CX Strategy | Governance | Operational Excellence | Transformation
Profile summary
PMP®-certified Customer Experience, Quality & Performance leader with 8 years of progressive experience across CX strategy, Voice of Customer, complaint management, governance, quality assurance, performance management, benchmarking, and cross-functional transformation. Currently leads Visitor Experience Strategy across Yas Island and Saadiyat Island, translating customer insights and operational data into standards, KPIs, governance frameworks, and measurable service improvements. Led 30+ CX audit programmes, identifying 200+ improvement opportunities, and established governance across nine stakeholder groups. Selected as a Judge for the Gulf Customer Experience Awards 2026 and supported by 5,000+ hours of volunteer leadership. Combines strategic CX leadership with operational excellence, project delivery, policy development, stakeholder engagement, and evidence-based decision-making.
Career highlights
Judge – Gulf Customer Experience Awards 2026: Selected as a Judge for the Gulf Customer Experience Awards 2026, evaluating entries in the CX Team of the Year category and contributing professional expertise in customer experience strategy, service excellence, and transformation.
Gold Award – CX Team of the Year: Contributing team member in achieving the Gold Award for CX Team of the Year at the International Customer Experience Awards 2024, recognizing the team’s customer experience performance, collaboration, and impact.
Bronze Award – Best Complaint Handling: Contributing team member in achieving the Bronze Award for Best Complaint Handling at the International Customer Experience Awards 2023, recognizing effective complaint management and service recovery practices.
Miral Recognition for Performance & Contribution: Recognized for professional performance and contribution through a Miral Destinations Certificate of Appreciation (2024) and Colleague of the Month recognition with Miral Destinations (2021) and Miral Experiences (2018).
5,000+ Hours of Volunteer Leadership: Contributed more than 5,000 hours of volunteer leadership across national healthcare operations, international sporting events, and community initiatives, including leadership roles with SEHA – Ambulatory Healthcare Services, Special Olympics UAE, and the AFC Asian Cup.
Key skills
Professional experience
Lead Visitor Experience Strategy across Yas Island and Saadiyat Island, governing customer experience across digital and physical touchpoints through Voice of Customer insights, audits, performance data, and operational observations. Lead strategic projects, benchmarking, service enhancements, and continuous improvement while aligning internal functions, destination partners, and external stakeholders. Develop experience standards, KPIs, policies, governance, and reporting frameworks to strengthen service consistency, accountability, performance, and decision-making. Act as an internal CX adviser, supporting business units with strategy, standards, stakeholder alignment, and continuous improvement.
- Led 30+ customer experience audit programmes and assessments across Yas Island, identifying 200+ prioritized improvement opportunities to strengthen service quality, customer experience, and operational performance.
- Established CX governance across nine stakeholder groups, including the Yas Island Stakeholder Quarterly Forum, strengthening ownership, accountability, strategic alignment, collaboration, and coordinated decision-making.
- Led the end-to-end planning and delivery of destination-wide cultural and guest activations for Eid Al-Etihad, Eid Al-Fitr, Eid Al-Adha, New Year, and selected international celebrations.
- Led the Yas Explorer destination-engagement initiative, featuring AED 150,000 in customer engagement rewards across participating Yas Island locations.
- Developed and led the Visitor Experience Future Leader Program, strengthening frontline capability, leadership readiness, accountability, and customer-centric service delivery across destination operations.
Managed Voice of the Guest activities across Yas Island theme parks, including customer feedback, end-to-end complaint management, detractor management, guest recovery, and CX insights. Analyzed customer and operational data to identify root causes, risks, and improvement priorities, while delivering CX insights to senior leadership. Partnered with operational teams to improve customer journeys, service quality, and compliance with guest experience standards.
- Developed and implemented a guest experience and complaint-resolution policy, standardizing ownership, escalation, service recovery, resolution, and closure practices to strengthen service quality and consistency.
- Designed and delivered a frontline guest-recovery programme, empowering colleagues to resolve and document complaints at the point of experience while strengthening response consistency, accountability, and service recovery.
- Managed complex guest complaints and detractor cases through investigation, stakeholder coordination, service recovery, resolution, and closure, protecting customer trust and service quality.
- Translated surveys, complaints, sentiment, behavioural data, and operational outcomes into CX performance insights and recommendations for senior leadership, highlighting recurring pain points, emerging risks, root causes, and improvement priorities.
- Conducted quality assurance assessments and partnered with operational teams to address service gaps and implement customer journey and service improvements across multiple Yas Island attractions.
Delivered multi-channel guest support across Yas Island, managing customer enquiries, reservations, ticketing, and service recovery across telephone, email, and digital chat. Captured and escalated customer feedback and recurring service issues to support CX, process, and journey improvements.
- Managed customer enquiries, reservations, ticketing, and service recovery across multiple channels, supporting a consistent guest experience across key touchpoints.
- Captured and escalated guest feedback and recurring service issues to support CX initiatives, operational improvements, and customer journey enhancements.
Supported attraction operations at Ferrari World Yas Island in accordance with safety, quality, and guest-service standards. Coordinated with operations and maintenance teams to support safe, reliable service delivery while building a strong foundation in frontline guest experience and operational excellence.
- Supported daily attraction operations in line with established safety, quality, and guest-service requirements, contributing to consistent and reliable service delivery.
- Coordinated with operations and maintenance teams to support service continuity, safe attraction performance, and timely resolution of operational issues.
Education
Electrical Engineering Technology
Certifications
Languages
Arabic · Native
English · Fluent