Waruni Algama
Independent
Trainer
She currently holds a position of General Manager User Experience Design & Channel Adoption at Dialog Axiata PLC, The number 1 telecommunication operator in Sri Lanka. She is responsible for designing, delivering and developing digital channels such as Web, App, and Chatbot, and improving digital channel adoption, content management, and dissemination of product and service knowledge across the organisation.
She has over 25 years of experience in the mobile telecommunication industry spanning across various functions such as customer experience, customer relationship management, enterprise solutions, group complaint management, group loyalty, and retention strategy, key accounts management, design thinking, digital channel user experience design, customer journey mapping, and agile project management framework, training and development, service quality, lean six sigma, and process excellence.
She holds a MBA from Cardiff Metropolitan University (UK), a certified lean six sigma black belt - awarded by the National Institute of Business Management, a certified usability analyst - awarded by human factors international (India), certified in customer journey mapping by COPC Inc. and an agile practitioner.
She has received many accolades for the consistent service delivery and contribution towards improving the service standards of the organisation.
She was presented with “Women Leadership Excellence” citation by CMO Asia at the Sri Lanka Women Leadership Awards in 2018 and Gold Category for Leadership Excellence in the Field of “Digital Technology” at the “Top 50 Professional & Career Women Awards – Ninth Edition” Sri Lanka & Maldives 2019.
She is an active member of Women in Management in Sri Lanka, Customer Experience Professionals Association (CXPA), and Sri Lanka Institute of Service Management (SLISM).
