Rula Samara

WORK HISTORY

ABOUT RULA SAMARA

Dynamic and results-driven customer experience leader with 15+ years of expertise in transforming digital and operational processes, team leadership, and driving business growth in the financial services sector. Known for a strong, customer-centric approach, I specialise in developing and executing strategies that boost customer satisfaction, streamline operations, and leverage data to fuel business success. I bring a track record of award-winning leadership in contact centre management and continuous improvement, recognised with accolades such as the Women in Credit’s Woman of the Year (2024 & 2021) and the Contact Centre Manager of the Year at the UK National Contact Centre Awards.At Novuna, I lead a high-performing team to deliver cohesive, seamless customer experiences, managing voice and non-voice teams, customer insights, and analytics-driven initiatives that align with the organisation’s strategic goals. My expertise spans process improvement, digital transformation, and supporting vulnerable customers, with a particular focus on implementing innovative solutions like AI and automation to enhance service efficiency.I am passionate about mentoring talent, fostering a culture of excellence, and advocating for DE & I across my teams. A certified Lean Six Sigma Green Belt, I am deeply committed to operational excellence, compliance, and financial acumen in managing resources effectively to meet targets. Known as a strategic, cross-functional leader, I maintain extensive industry networks and engage actively with professional groups to ensure alignment with best practices and emerging trends in customer experience.Let’s connect to discuss insights on customer-centric transformation, leadership, and innovation in Contact Centres!