Dec 2024 – Present · 1 yr 3 mos · Frankfurt am Main, Hesse, Germany · Hybrid

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Jul 2024 – Present · 1 yr 8 mos · Berlin, Germany · Hybrid

• Musemind is a research-driven global UX/UI design agency delivering world-class digital experiences. Our team of product, visual, and motion designers blends research, creativity, and strategy to design interfaces and user experiences that drive growth and delight users.
• We’ve partnered with leading brands including Visa, Microsoft, Salesforce, Indeed, Panther, Motley Fool, Peel, Telenor Group, Central Group, Qatar Museums, River, GoWish, and JTI.
• Our expertise:
• UX/UI Design | Product Design | SaaS Design | Mobile App Design | Web Design
• Human-Centric Design | Innovation | Digital and Brand Strategy | Interaction Design
• User Research | User Testing | Prototyping | Front-end Development
• Digital products used by millions of users
• Modern websites that tell brand stories and drive engagement
• World-class user experiences
• What I do at Musemind:
• Drive new business and client partnerships
• Lead and inspire teams to craft human-centric, innovative UX/UI designs
• Architect high-performing, people-first teams
• Shape design strategy and digital innovation across products and services
• Expand business network in Europe and globally
• Interested in working together?
• 📧 Email: rasel.ahmed@musemind.agency
• 🌐 Website: https://musemind.agency/
• Behance: https://www.behance.net/raselahmed211
• Dribbble: https://dribbble.com/musemindagency

Mar 2023 – Apr 2025 · 2 yrs 1 mo · Berlin, Germany

• Advisor & Partner – Partnering with other senior executives/ peers and key decision-makers to shape growth, analytics, AI, CX, product management, research, and end-to-end experience design. In this voluntary leadership role, I drive business growth and expansion across Europe and APAC. Together with my partners, we shape the business with an agile, start-up culture, guided by empathetic leadership. We focus on delighting customers and empowering our people, building teams and strategies that create lasting impact and sustainable success.

Jun 2021 – Jul 2024 · 3 yrs 1 mo · Bangkok, Bangkok City, Thailand · Hybrid

• Central Group, HQ in Bangkok, Thailand, operates a premier collection of luxury department stores across Europe, including Selfridges (UK), Rinascente (Italy), KaDeWe, Oberpollinger & Alsterhaus (Germany), Globus (Switzerland), ILLUM (Denmark), and de Bijenkorf (Netherlands). With 40+ stores in seven countries, creating exceptional, seamless luxury retail experiences that delight customers at every touchpoint while driving sustainable growth.
• I have had the privilege of leading three exceptional teams with a shared vision: deliver extraordinary experiences with every interaction and ensure sustainable growth. Our mission is simple - make every customer journey easy, engaging, and delightful by keeping the customer at the center of everything we do.
• How we bring this vision to life:
• Human-Centric Design: Map journeys, identify pain points, and co-create solutions with customers and stakeholders. Design “to-be” journeys, prototypes, and service blueprints. Run workshops to turn ideas into MVPs, quick wins, and long-term strategies. We don’t debate- we iterate fast.
• Omni-Channel Feedback, CX & Insights: Lead VoC programs and manage CX metrics (NPS, CSAT, CES, CLV) to uncover opportunities across products, services, and processes. By closing the feedback loop and driving cross-functional action, we achieved significant improvements in key CX metrics, simplified customer journeys, and embedded customer-centricity end-to-end.
• Research-Driven Decisions: Conduct qualitative and quantitative UX research, usability studies, and in-depth interviews to validate concepts, gather feedback, and generate actionable insights. Benchmark best-in-class practices across retail, e-commerce, q-commerce, and more to ensure experiences remain innovative and world-class.
• Passionate about transforming every touchpoint into a moment of delight, making data-driven innovation the heart of luxury retail, and empowering teams to create experiences that are memorable and impactful.

Jan 2021 – Jun 2021 · 5 mos · Berlin, Germany · On-site

• Head of Analytics & Insights - Payments & Wallet, Delivery Hero
• Led analytics and insights for the Payments & Wallet domain, I partner closely with Product and Business teams to turn data into actionable insights that drive acquisition, retention, and overall customer growth. By combining operational, product, and strategic perspectives, we uncover patterns and opportunities that meaningfully influence consumer behavior.
• I lead a high-performing team that researches, analyzes, and solves complex data challenges, delivering clear visualizations, actionable recommendations, and strategic guidance to decision-makers and cross-functional stakeholders. Together, we monitor KPIs, develop new metrics, identify correlations, and uncover root causes to optimize performance across all touchpoints.
• Our proactive, data-driven approach allows us to anticipate consumer trends, predict behaviors, and recommend actions that maximize growth, efficiency, and customer satisfaction. We combine qualitative and quantitative methods to analyze end-to-end customer journeys, improve conversions, and optimize processes for measurable impact.
• As a people leader, I set clear expectations, prioritize initiatives, and communicate transparently about results, behaviors, and future direction. I foster strong relationships across all levels, motivating teams to consistently deliver their best work while aligning efforts with organizational goals.
• I also manage project activities end-to-end, defining scope, priorities, schedules, deliverables, risks, and mitigation plans to ensure successful execution. By integrating insights, cross-functional collaboration, and strategic vision, we drive smarter decisions, stronger performance, and significant improvements in key business metrics.
• Passionate about transforming data into meaningful action, I aim to empower teams and influence strategies that create measurable value for both customers and the business.

Sep 2019 – Dec 2020 · 1 yr 3 mos · Kuala Lumpur, Malaysia · On-site

• Led analytics and data science across three lines of business: e-commerce (Airbnb-like experiences), special deals & segmented products (Muslim products), and Health/Medical Tourism. Drove data-driven growth through AI/ML personalization, UX optimization, funnel analysis, and marketing strategies, transforming insights into measurable business impact.
• Managed and mentored a diverse team, providing career guidance, fostering skill development, and enabling high performance. Acted as a bridge between data science, technology, and agile product management, collaborating closely with Product and Design teams to build customer-centric strategies, products, and services that anticipate customer needs and maximize value.
• Oversaw the end-to-end process of gathering, analyzing, and interpreting consumer behavior data, combining qualitative research with quantitative analytics. Applied statistical learning, deep learning, and advanced modeling techniques on text, voice, image, and video data to forecast trends, personalize experiences, and uncover actionable insights.
• Collaborated with Marketing and Business teams to translate data into actionable strategies, design dashboards, define KPIs, and deploy models that drive performance improvements across all touchpoints. Guided cross-functional stakeholders in decision-making by delivering clear visualizations, insights, and recommendations.
• Proactively analyzed current and future consumer patterns, predicted demand for new products and services, and provided strategic guidance to shape offerings that delight customers. Focused on optimizing end-to-end customer journeys, improving conversions, and creating data-informed, human-centric solutions.
• Passionate about bridging data, product, and marketing, keeping the customer at the center of strategy, and turning insights into actionable business results. Dedicated to empowering teams, fostering collaboration, and driving sustainable growth while delivering exceptional CX.

Jan 2018 – Aug 2019 · 1 yr 7 mos

• Led initiatives to boost user engagement, retention, and sustainable growth for MyTelenor (modern/ diversified self care app) and Digital Channels across Asian and Scandinavian BUs, helping teams achieve MAU and growth targets. Focused on organic growth, behavioral analytics, and data-driven personalization to deliver human-centric experiences that delight users at every touchpoint.
• Drove growth funnel optimization, contextual personalization, and attribution analytics, leveraging data-driven web and app engagement tools to identify opportunities and implement actionable strategies. Led the App Analytics Project (GA, Mixpanel, Localytics, etc.) across multiple regions, providing insights and solutions to enhance product features, optimize journeys, and improve engagement metrics.
• As MyTelenor Lead for Emerging Asia (EA) Cluster, partnered with BUs to align on growth roadmaps, GTM strategies, value propositions, resource allocation, budget optimization, and feature enhancement, all through an agile, human-centered design approach. Ensured app design and capabilities were user-focused, seamless, and engaging, directly contributing to measurable increases in retention and usage.
• Built Digital Channels competencies and global collaboration platforms, including the MyTelenor & Digital Channels Growth Forum. Facilitated sharing of best practices, benchmarking, design, personalization, and retention strategies to ensure world-class digital experiences.
• Served as trainer and mentor in the Digital Channels & Growth Academy, upskilling business units through on-the-job training. Co-led design thinking, agile, and design sprint bootcamps to explore digital opportunities, drive innovation, and solve growth challenges with a human-centric mindset.
• Passionate about combining analytics, design, and strategy to create meaningful, sustainable user experiences, maximizing adoption, driving growth, and ensuring MyTelenor remains a global benchmark in mobile app excellence.

Jan 2017 – Jan 2018 · 1 yr

• UX & Interaction Design Lead – MyTelenor App, Telenor Group
• Defined and designed interaction flows for MyTelenor app and other digital touchpoints, creating intuitive, engaging, and human-centric experiences across the customer lifecycle. Collaborated closely with multiple business units to build capabilities, share best practices, and ensure consistent, high-quality UX across all digital channels.
• Leveraged customer insights, behavioral data, and industry best practices to inform design decisions, while integrating with CRM capabilities such as personalization and contextual marketing to deliver relevant and timely interactions. Worked hand-in-hand with IT teams to incorporate existing technical capabilities, ensuring seamless functionality and scalable solutions.
• Focused on designing journeys that are easy to use, drive task completion, and maximize engagement, increasing app stickiness and repeat interactions. Applied human-centered design principles to anticipate user needs, reduce friction, and create a sense of delight at every stage of the experience.
• Delivered a cutting-edge UX that supports Telenor customers throughout the entire lifecycle, driving adoption, satisfaction, and engagement while contributing to measurable business outcomes. Passionate about bridging user insights, technology, and strategy to craft experiences that are both functional and memorable, keeping the customer at the center of every design decision.

Jul 2016 – Jan 2017 · 6 mos

• Key contributor to building a Service Design and customer-centric digital health organization, driving initiatives to ensure exceptional experiences across all channels, including digital platforms, IVR, USSD, retail, and call centers. Evangelized Service Design and UX best practices, fostering a culture of human-centered innovation within the team and organization.
• Partnered with senior management and stakeholders to develop the Service Design & UX vision and strategy, ensuring that customer insights and user-centered design principles guided product and service development. Led service design and user experience initiatives, translating insights into actionable solutions that improved usability, engagement, and customer satisfaction across multiple touchpoints.
• Applied User-Centered Design (UCD) methodologies, conducting Customer Journey Mapping (CJM), usability testing, and iterative prototyping to identify pain points and optimize interactions. Developed design guidelines, frameworks, and standards that were implemented across products, ensuring consistent, intuitive, and delightful user experiences.
• Championed customer-centricity, bridging the gap between user needs, business goals, and technology solutions. Mentored teams and collaborated across functions to embed human-centric thinking into workflows, product roadmaps, and service delivery.
• Skills leveraged included Usability Engineering, Design Guidelines, Customer Journey Mapping, Usability Testing, Customer Experience Management, and Service Design, enabling the organization to deliver scalable, intuitive, and impactful digital health experiences.
• Passionate about transforming insights into actionable strategies, creating experiences that not only delight users but also drive engagement, retention, and long-term organizational growth.

May 2016 – Nov 2016 · 6 mos

• Service Design & UX Coach – Telenor Group (Telenor Myanmar Business Unit Assignment)
• Selected as a Telenor Group's top talent in UX, usability, and Service Design, I led a strategic assignment to coach, inspire, and upskill the Telenor Myanmar organization in Service Design, Interaction Design (IxD), and UX best practices. My role focused on embedding a human-centric mindset and enhancing overall customer centricity across teams, ensuring that every product, service, and interaction delivered meaningful value to users.
• Worked closely with management and cross-functional teams to identify capabilities, processes, and organizational structures needed to achieve success in Service Design and Customer Experience. Developed frameworks and strategies to embed user-centered thinking systematically, guiding the organization to prioritize customer needs and anticipate expectations in every initiative.
• Drove the implementation of Service Design projects across the organization, collaborating with multiple teams to translate insights into actionable solutions that improved usability, engagement, and overall satisfaction. Acted as a mentor and change agent, fostering a culture where human-centered design and customer empathy became integral to decision-making and product development.
• Passionate about evangelizing Service Design and UX, I ensured that teams could apply user-centered methods consistently, optimize end-to-end journeys, and create experiences that truly resonate with customers. This initiative not only strengthened Telenor Myanmar’s UX capabilities but also enhanced overall customer centricity, driving sustainable improvements in service quality, engagement, and long-term loyalty.

Oct 2015 – Jul 2016 · 9 mos

• User Experience & Service Design Lead
• Led end-to-end Service Design and UX initiatives, ensuring customer insights drove product, service, and digital experience development. Applied human-centric design principles, UCD, and 5S UX frameworks to design and implement web portals and mobile apps, taking solutions from wireframes through to final visual designs.
• Conducted UX research, Customer Journey Mapping (CJM), and iterative usability evaluations for existing and new products/services. Ran prototyping, concept tests, and campaign tests at GEL, leveraging global best practices to validate ideas before launch and ensure optimal user engagement and satisfaction.
• Served as the single practitioner for all UX, Service Design, and usability work, managing third-party vendors for research, testing, and optimization projects. Partnered closely with Product, Marketing, and Business teams to embed user insights into strategy, design, and feature development, ensuring seamless, human-centric experiences at every touchpoint.
• Collaborated across the Telenor Group and business units globally, sharing best practices, benchmarking performance, and driving alignment on UX standards, tools, and processes. Actively contributed to global forums and initiatives to foster knowledge exchange and consistency in digital experience design across markets.
• Played a key role in formulating organizational strategies and frameworks for Service Design, UX, and usability, promoting adoption across teams and creating a culture of user-centered innovation. Applied insights to optimize interactions, enhance engagement, and support business objectives, including retention, adoption, and sustainable growth.
• Passionate about turning insights into actionable strategies, delivering intuitive, engaging, and delightful experiences, maximizing adoption, improving retention, and creating measurable impact on both customer satisfaction and business performance.

Apr 2011 – Oct 2015 · 4 yrs 6 mos

• Apply and disseminate knowledge of User Centered Design (UCD) during product/service/interaction element development
• Ensure that user insights drive the products/service development
• Conduct user-research to gather customer insights (outside in view) for existing and new products /services
• Conduct Customer Journey Mapping (CJM) for existing products/services.
• Undertake activities to capture customer feedback prior to market launch
• Conduct different types of Usability Evaluation, review based on global best practices, Concept Tests and Campaign Tests (on communication materials) at Grameenphone Experience Lab (GEL).
• Design Web Portals & Mobile Apps by applying Service Design - UCD / 5S model of UX and get these designs implemented from wireframe level to final visual design.
• Act as the single practitioner for all User experience/ usability work, perform all activities and manage third party vendors in conducting UX research and optimization.
• Assist the team to formulate strategies and framework focusing on user experience; drive it across the organization.

Dec 2007 – Mar 2011 · 3 yrs 3 mos

• Started career ensuring customer satisfaction through hotline support, addressing queries, complaints, and requests while meeting agreed KPIs and sales targets. Delivered consistent, high-quality service with a proactive approach, providing one-stop solutions and anticipating customer needs.
• Developed a deep understanding of customer psychology and behavior, laying the foundation for a later transition into User Experience (UX) and human-centered design. Built skills in active listening, problem-solving, and customer empathy, which became the baseline for designing engaging and intuitive digital experiences.

Dec 2009 – Jun 2010 · 6 mos · Dhaka, Bangladesh

• Family business/ startup (with x% share/ partnership)
• Marketing Company Website/ Software Products
• Generating sales and creating ideas
• Arrange sales speech/ meetings with potential customers to prospect for new business
• Relationship building with clients and get/ sign the deal

Jun 2006 – Aug 2007 · 1 yr 2 mos · Dhaka, Bangladesh

• Physical touch points customer Interview & survey
• Physical touch points customer representatives Interview & survey
• Measure Customer Satisfaction & ensure Service Quality
• Analysis & Reporting
• improve overall experience for physical touch-points