What happens when customer experience becomes a national priority and a personal calling?
In this episode, Zubaida Hariri, Head of Customer Experience at Abdul Latif Jameel Enterprises, shares the leadership journey that brought her from healthcare to one of the most influential CX roles in Saudi Arabia today.
With Vision 2030 reshaping service standards and customer expectations across the Kingdom, Zubaida breaks down what it means to lead transformation, not just in process, but in mindset. She talks about the hard truths behind leadership, the pressure to modernize without losing the human touch, and why empathy remains a CX power move in a world of speed and scale.
Zubaida brings a quiet confidence that commands attention. This episode is for anyone building experience-led growth, especially in markets where expectations are rising fast and representation still matters.
In this episode:
● Zubaida’s personal journey from patient care to CX transformation
● What customer experience really means in a post-Vision 2030 Saudi Arabia
● The leadership advantage of understanding diverse sectors and perspectives
● Why empathy and execution must coexist in modern CX
● How Saudi customers are evolving and what brands must do to keep up
● The overlooked power of government in driving CX innovation
● What it means to lead as a woman in high-stakes environments
● Zubaida’s mentorship philosophy and why it changes everything
● Balancing personal energy while delivering institutional impact
If you're leading transformation, elevating service, or redefining what it means to create value, Zubaida Hariri’s story is your blueprint for doing it with integrity.
Follow Zubaida Hariri.
This episode was brought to you by RevSetter & medlify.
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Ivy - LinkedIn