Khaled Buharoon Al Shamsi  is a seasoned customer experience and digital transformation leader with over nine years of experience across the telecom and banking sectors in the UAE. Currently serving as Manager of Customer Experience & Digitalization at Du Telecom, he spearheads innovative customer engagement strategies, digital solutions, and process optimization initiatives that drive measurable business impact.

Previously, Khaled held strategic roles at First Abu Dhabi Bank and Abu Dhabi Commercial Bank, where he led major process excellence programs, digital transformation projects, and customer relationship initiatives. His work has been instrumental in reshaping customer journeys and enhancing service delivery across large-scale enterprises.

Khaled holds a Master of Business Administration in Finance from the Canadian University in Dubai and a Bachelor’s degree in Business Administration from the American University in Dubai. He has also completed the Harvard Management Essentials Program, covering 15 advanced management courses.

In addition to his academic achievements, Khaled holds professional certifications including Certified Scrum Master, Six Sigma Green Belt, and ISO 27000 Auditing. These credentials reflect his strong foundation in agile project management, quality control, and compliance.

He combines analytical rigor with a passion for elevating customer satisfaction and operational efficiency through technology-driven innovation.