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Hello, I'm

Raymond
Ariwoola

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About Me

Transforming Organizations
Through People & Culture

I'm a Strategic People & Culture Leader with over a decade of experience driving enterprise-wide transformation across people enablement, knowledge management, learning & development, and purpose-led engagement. Based in Dubai, I specialize in designing and executing frameworks that unify leadership, enhance organizational health, and translate strategy into meaningful employee experiences.

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Years of Experience
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Employees Impacted
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Customer Journeys
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Self-Service Solutions
Languages: English (Full Professional) Yoruba (Professional Working)

Career Journey

Professional Experience

A decade of driving transformation at one of the Middle East's leading financial institutions.

Sep 2024 — Present

Knowledge Office Lead, People & Culture

Emirates NBD · Dubai, UAE

Enabling large-scale change and system adoption across 10,000+ employees through data-driven learning, knowledge, and capability enablement.

Implemented change management strategies for 10,000+ staff, leading to improvements in call handling and increases in NPS and CSAT scores
Deployed Gen AI tools to increase productivity across front-line staff and enhance customer interactions
Reduced average search time from 3 minutes to 30 seconds via improved knowledge architecture
Designed KPI-driven dashboards and reports for leadership, ensuring program effectiveness and ROI
Feb 2023 — Sep 2024

Content & Knowledge Experience Lead, Group CX

Emirates NBD · Dubai, UAE

Drove enterprise content and knowledge enablement to accelerate digital adoption, improve self-service, and strengthen customer and employee experience outcomes.

Led 20+ enterprise knowledge and digital enablement initiatives across Emirates NBD Group
Increased content utilization by 75% across different business units through enhanced content strategies
Launched 50+ engagement activities boosting article visibility and user engagement
Delivered KM Platform training for over 2,500 frontline staff across multiple business units
Jan 2019 — Jan 2023

Customer Experience Digital Transformation Lead

Emirates NBD · Dubai, UAE

Led group-wide omni-channel transformation initiatives across Emirates NBD and Emirates Islamic, focused on simplifying customer interactions and accelerating digital adoption.

Owned and delivered the Omni-Channel Optimization Program (OCOP) spanning website, chatbot, and IVR
Led complete public website revamp driving self-service adoption for 240+ services
Designed and implemented 100+ customer journeys enabling digital service requests
Bridged Business, IT, CRM, Risk, and Legal to deliver scalable, customer-centric digital solutions
Mar 2021 — Sep 2022

Training Manager, Learning & Development

Emirates NBD · Dubai, UAE (concurrent role)

Enabled enterprise system adoption and workforce readiness through targeted learning programs, instructional design, and performance-driven training execution.

Designed, delivered, and evaluated training programs for system implementations and compliance
Created instructional design materials including facilitator guides, e-learning modules, and assessments
Aligned L&D initiatives with business priorities to improve adoption of digital tools
Jun 2015 — Jan 2019

Senior Subject Matter Expert

Emirates NBD (Tanfeeth) · Dubai, UAE

Supported L&D and business projects by evaluating systems and recommending innovative solutions.

Mentored colleagues on technical tools and process enhancements, improving team efficiency
Authored user guides, training documentation, and knowledge-sharing materials

Expertise

Skills & Capabilities

A versatile skill set spanning strategy, technology, and people development.

🧠

Knowledge & Learning

Knowledge Management Strategy Knowledge Base Design & Maintenance Digital Learning Solutions Blended Learning Programs Instructional Design Curriculum Development Learning Needs Analysis
🚀

Strategy & Leadership

L&D Strategy Change Management & Process Improvement Project Management (Agile) Project Management (Waterfall) Stakeholder Engagement KPI Tracking & Reporting
💡

Digital & Technical

SharePoint ServiceNow Sitecore CMS Oracle Cloud (OCI) Python JavaScript Data Analysis ITIL Practices
🎯

Customer & Experience

Customer Experience Design Digital Transformation Content Strategy Training Facilitation Service Excellence Omni-Channel Strategy

Education

Academic Background

A strong foundation in computer science and continuous learning.

🎓

MSc in Computer Science

IUBH University of Applied Sciences

In Progress
🎓

BSc in Computer Science

Olabisi Onabanjo University

Completed
📜

CS50: Intro to Computer Science

Harvard University (via EDX)

Completed
📜

Associate's in Computer Science

Lagos City Computer College

Completed

🏅 Certifications

Python: Data Analysis Analytics Using Python — Masterclass Python Essential Training Certified Associate Certificate of Gratitude

🏆 Honors & Awards

Aspire Awards — Emirates NBD

Portfolio

Key Projects & Initiatives

Enterprise-scale programs that delivered measurable business impact.

🌐

Omni-Channel Optimization Program

Owned and delivered OCOP spanning website transformation, chatbot enablement, and EVA-IVR enhancement, creating consistent end-to-end customer experiences across digital and assisted channels.

Digital Strategy CX Design Omni-Channel
📚

Enterprise Knowledge Platform

Redesigned knowledge architecture that reduced average search time from 3 minutes to 30 seconds, enabling faster decision-making across 10,000+ employees.

Knowledge Management Information Architecture
🤖

Gen AI Productivity Suite

Implemented Gen AI tools across front-line staff to increase productivity and enhance customer interactions, driving measurable improvements across multiple channels.

Gen AI Automation Productivity
🎯

Website Revamp & Self-Service

Led the complete public website revamp for Emirates NBD and Emirates Islamic, driving self-service adoption for 240+ services through improved UX and structured customer journeys.

UX/UI Self-Service Digital Adoption

Testimonials

What People Say

Perspectives from colleagues and collaborators.

"

Raymond brings a unique blend of strategic vision and hands-on execution. His ability to translate complex transformation goals into actionable programs is truly remarkable.

JD
— Colleague
Emirates NBD
"

His knowledge management initiatives fundamentally changed how our teams access and share information. The impact on productivity and decision-making has been outstanding.

SM
— Colleague
Emirates NBD

Get In Touch

Let's Connect

I'm always open to exploring new opportunities, collaborations, and meaningful conversations around people strategy, digital transformation, and organizational growth. Feel free to reach out.

raymondariwoola@gmail.com LinkedIn +971 52 151 5432
Send Me a Message