When you hear the name Hawraa Fida Hussain, you’re not just talking about someone who’s collected CX awards across industries — you’re talking about a leader who makes experience design feel deeply human.
From high-end real estate to automotive and hospitality, her work centers on one constant: the ability to see customers not as data points, but as people with emotions, expectations, and stories.
She’s also not the kind of leader who hides behind job titles. Whether on conference stages or inside national leadership programs, Hawraa is part of a growing generation of Omani changemakers rewriting what leadership looks like — not louder, but smarter, more empathetic, and impact-focused.
In this exclusive Q&A, we dive into what drives her, how she builds belonging into luxury brands like Al Mouj Muscat, and why CX, to her, is never just about satisfaction — but about meaning.
Highlights
CX That Matters: From Passion to Practice
Q: You’ve won multiple CX awards across industries — from real estate to automotive. What keeps you passionate about customer experience year after year?
A: For me, customer experience is about creating human connections that last beyond a transaction. Whether it’s in real estate, automotive, or hospitality, I’ve always been fascinated by how deeply a customer’s journey can shape their perception of a brand.
What keeps me passionate is the ever-changing nature of customer expectations — there’s always a new challenge to solve, a new behavior to understand, and a new opportunity to design memorable experiences.
Every award I’ve received has been a recognition not of individual effort, but of a team’s ability to put people at the center of business — and that sense of impact is what drives me year after year.
The Core Message She Leaves on Every Stage
Q: You’ve spoken at over 13 conferences. What message do you always make sure to leave with your audience when it comes to CX excellence?
A: I always remind audiences that customer experience isn’t a department — it’s a culture. It runs through every function, from finance and operations to marketing and HR. Every decision and interaction ultimately shapes how a customer feels about us.
That’s why CX isn’t just a frontline responsibility — it’s a cultural commitment. It requires alignment from top-level decisions to everyday practices.
The message I leave behind is simple but powerful: technology, processes, and design are important — but without empathy, they’re empty vessels. True CX excellence comes when organizations listen deeply, act with agility, and treat customers not as passive recipients, but as co-creators of their journey.
CX isn’t just about creating delight — it’s about driving impact. When customers feel valued, they return, they spend more, and they champion your brand. That ripple effect strengthens loyalty, reduces churn, lowers acquisition costs — and in the end, becomes the foundation of long-term success.
Building Belonging Into a Premium Brand
Q: Al Mouj Muscat is a premium lifestyle destination. What have been your biggest challenges and successes in shaping a customer journey that matches such a brand promise?
A: At Al Mouj Muscat, we don’t just sell homes — we create communities and lifestyles.
The biggest challenge has been meeting the high expectations that come with a premium brand, while also addressing everyday customer needs. Luxury isn’t just about aesthetics; it’s about consistency, trust, and attention to the small details that elevate an experience.
Our greatest success is that our residents and visitors don’t just see Al Mouj as a destination — they feel a sense of belonging here. That transformation — from product to emotional connection — has been the most rewarding part of the journey.
Redefining Leadership for the Next Generation
Q: As a featured leader in #MuntadaAlMara, how do you hope your journey inspires the next generation of Omani women in leadership?
A: Being part of #MuntadaAlMara was an honor, but more importantly, it was a platform to amplify the voices of Omani women who are shaping the future of leadership.
I hope my journey shows that leadership isn’t about fitting into a mold — it’s about being authentic, persistent, and brave enough to challenge norms. I want young Omani women to know they can lead with empathy and conviction, and that their unique perspectives aren’t just valuable — they’re essential for building inclusive, innovative organizations.
Oman has always been a pillar of support in my journey. It’s offered me opportunities I once thought impossible. Today, I stand as a testament to a society where even the sky is not the limit for women. The integration of both genders — united in purpose — is a key driver of our national progress.
How Two Programs Rewired Her Leadership Philosophy
Q: You’ve completed both the Etimad National Leadership Program and MAF’s Top Talent Program — how have these shaped your personal leadership philosophy?
A: Both programs were pivotal in shaping the leader I am today.
Etimad deepened my sense of national responsibility and taught me the importance of aligning personal purpose with national vision. Majid Al Futtaim’s Top Talent Program gave me exposure to global best practices and pushed me to think boldly — while still leading with humility and integrity.
Together, they helped shape a leadership philosophy that blends innovation with authenticity: to lead by example, empower others, and make sure every decision contributes to a broader impact beyond just the organization.
Final Thoughts: Built to Lead, Wired to Impact
Hawraa Fida Hussain isn’t just an expert in experience design — she’s an evolving force in Oman’s leadership ecosystem. With a strong foundation in both strategy and empathy, she’s helping reshape what excellence looks like in service industries and leadership alike.
Expect her to stay at the forefront of conversations around customer value, gender inclusion, and national development. She’s not leading for visibility — she’s leading to shift culture, behavior, and outcomes.
For anyone watching the future of experience, talent, and leadership in the region, Hawraa Fida Hussain is one to follow.
Highlights
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