AW Rostamani Group
Omnia Ahmed currently holds the position of Head of Customer Experience (CX) at AW Rostamani Group, a prominent, family-owned UAE conglomerate with diversified business interests spanning automotive, real estate, retail, logistics, lighting solutions, travel, AgriTech, and sustainable packaging. The Group, established in 1954, employs over 4,000 people across its 14 companies and is recognized as one of the top 100 Arab family businesses.
Professional Role and Expertise
Omnia Ahmed is a seasoned customer experience leader with over 20 years of multinational senior management experience. In her role at AW Rostamani Group, she spearheads customer experience transformations aimed at embedding CX across the entire organization. She focuses on foundational CX initiatives driven by a culture genuinely centered on customer impact, utilizing bold and holistic change management strategies to enhance service quality, operational performance, and revenue generation.
She is credited with transforming the AW Rostamani contact center into a revenue-generating growth engine, emphasizing predictive CX metrics and innovative feedback loops to improve customer satisfaction. Omnia advocates for reimagining traditional CX measurement methodologies, aligning them more closely with evolving customer expectations and future technological integrations such as AI.
Industry Recognition and Leadership
- Awarded Global CX Leader of The Year 2021, reflecting her recognized leadership in customer experience within the regional and global context.
- Active member of the Customer Experience Professional Association.
- Served as a judge at the International Customer Experience Award 2020 and the Gulf Customer Experience Awards, underscoring her expertise and recognition in CX best practices.
Thought Leadership
Omnia actively publishes and speaks on CX topics, including thought leadership pieces such as "Let's Talk CX," demonstrating her commitment to transforming organizational cultures around customer centricity. She has been featured in various media outlets discussing how companies in the UAE and broader Middle East region adapt feedback and evolve customer service standards.
She is also a featured speaker at major industry events, including the 2025 Seamless Middle East Digital Commerce conference, where she represents AW Rostamani Group as General Manager – CX.
Education and Professional Development
- Holds a Bachelor’s degree in Management from The German University in Cairo (2018-2022).
- Holds a Bachelor of Engineering degree.
- Certified in Agile and Scrum methodologies, including Scrum Product Owner certification via the Scrum Alliance.
- Diploma of Education from Ain Shams University (2023-2024).
Her multi-disciplinary education supports her strategic and operational leadership in CX, combining technical, managerial, and agile transformation frameworks.
Company Context and Strategic Initiatives
AW Rostamani Group maintains strong growth and innovation focus fueled by a diverse portfolio of sectors. Recent corporate highlights relevant to Omnia’s work:
- The Group achieved 15% Emiratization in its skilled workforce as part of its commitment to UAE national talent development.
- Expansion into mobility and automotive innovations, including partnerships with major players such as Emirates Petroleum Company (Emarat).
- Increasing digital transformation efforts contributing to customer experience enhancements in retail and automotive services.
By leading CX at AW Rostamani, Omnia plays a critical role in underpinning these diverse business sector initiatives with customer-focused strategies, driving both operational excellence and top-line growth.
This detailed profile articulates Omnia Ahmed as a high-impact CX executive operating within a large, diversified UAE family conglomerate. Her extensive leadership experience, recognized industry accomplishments, and strategic mindset around customer-centric transformation are key factors influencing AW Rostamani Group’s continued market success and service innovation.
