Cut Noosy Keumalafajri

Cut Noosy graduated from Telkom Institute of Technology majoring in Electrical Engineering in 2000 and received two Magisters in Telecommunication Management and Business Administration from University of Indonesia (2005) and Prasetya Mulya University, Indonesia (2014). She also got the Transition to General Management Program from INSEAD as part of Axiata Group Accelerated Development Program (2012) and Executive Leadership Program from Harvard Business School as part of Grab Leadership Development Program (2019).

She started her career in Motorola as an RF (Radio Frequency) engineer for 1,5 years (2001-2003) where she in charge of radio planning and optimization for Telkomsel turn key project (TINEM) and continued the journey in PT XL Axiata for 11 years (2003-2014) in various managerial position and top management such as : Manager of Network Operation Center (in charge of network operations and managing more than 100 different network elements); General Manager of Intentional Customer Experience (ICE, to oversee end to end customer experience and act as a conductor across functional departments in creating alignment with overall business strategy); Senior General Manager of Customer Service (Oversee all assisted channels, managing 3rd party customer service manage service partner, drove and executed the Customer Experience Management framework); Vice President Service Partnership Management (Oversee end to end network quality, operations and optimization, manage 3rd party network manage service partner delivery, and drive improvement in reducing the loss due to revenue leakage, incidents, and problems).

She also had experience to run the ICT business in PT VADS Indonesia as Head of ICT in 2015-2016 which she oversee end to end ICT business, strategy, planning, implementation, and operations and responsible for ICT business P&L. Built the startup business become one of her footprints as well during 2013-2014, before landed as Country Head of Customer Experience in Grab Indonesia which her responsibility for designing the customer experience in every customer journey through related touch point, implementing, assuring, and oversee all omni (assisted and non-assisted) channels, both online and offline, for multiple stakeholders (passenger ,drivers, and merchant).

Some of her personal achievements are : 1st Winner (Gold Medal) of World’s Best Contact Center Leader, Las Vegas, 2013; Winner of Global International Rising Talent organized by Egon Zehnder International and Eurazeo France 2013; 1st Winner Indonesia Future Business Leader 2011 from SWA Magazine; and 1st Winner, Business Woman Leader 2011/2012 held by Femina Magazine