Senior Director of Interactions Design & Analytics, SiriusXM
Soraya Radwan is the Senior Director of Interactions Design & Analytics at SiriusXM. She leads a team responsible for creating a “great call” while juggling two oftentimes contrasting ideals – marketing strategy adherence and a positive customer experience. Not an easy task given the scope of execution. Serving over 33M subscribers in USA and Canada, SiriusXM is one of the largest customer care and sales outsourcer with ~8K agents across 12 Partners in 29 locations. Using voice analytics on ~2M calls/month along with CSAT and KPI data, the team is able to provide substantial insight on effective elements in presentations that help drive sales and retain subscribers, while promoting a great experience. This formerly known as Quality team, is moving away from the typical ‘policing’ stance, by establishing credibility and strong alliances across the organization and providing the coaching tools needed for success.
Before joining SiriusXM, she was the Client Services Director at Xerox/Conduent (a BPO) managing Amazon and other major retailer accounts. Prior to that, she ran her own Marketing Firm for 14 years, focusing on innovative customer care solutions for clients including Thirteen/PBS, WNYC/NPR, Six Flags, Time Warner Cable, Loan to Learn, Museum of Modern Art and Aircraft Owners and Pilots Association.
Soraya received her BA in Marketing from George Mason University and MA in Management for Organizational Effectiveness from Marymount University. She resides in her hometown of McLean, VA – a suburb of Washington DC with her husband and two basketball loving sons.