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Dr. Wafa Snaineh is a board member at the Foundation and plays a key advisory role in Knowledge Development and Global Collaboration. She supports numerous whole-of-government CX transformation programs, collaborating with senior officials across Jordan, Saudi Arabia, UAE, Singapore, Estonia, Denmark, the UK, Australia, New Zealand, the USA, and Canada.

In 2006, Dr. Wafa was named one of the top 10 global CX thought leaders by the European Centre for Total Quality Management. In 2009, she became the first Arab to receive the highest academic credentials in the field. Dr. Wafa spearheaded the research work that resulted in the development of the International Model for Customer Experience in Government, a transformative initiative involving more than 100 senior officials from 20 different governments.

As President of Gov Design Academy, Dr. Wafa collaborates with University College London to advance research on the competencies of front-line staff in CX transformation. She is also currently supporting the Abu Dhabi Government’s CX transformation agenda, including the Abu Dhabi Program for Effortless Customer Experience.

Dr. Wafa is the lead author of the Dubai Model for Government Services and played a founding role in both the Dubai Model Centre and City Makers, the Government of Dubai’s pioneering design lab. She also authored the Service Delivery Standards for Saudi Arabia’s government omni-channels and contributed to its digital transformation assessment method.