Dina El-Ganayny takes overall responsibility for customer experience
With this new appointment, the Vienna-based building documentation specialist is strengthening its
service and growth strategy in the DACH market.
Vienna, 2 December 2025. Dina El-Ganayny is taking on the newly created position of Head of Customer Experience (CX) at docu tools, where she will be responsible for customer success management and technical services. The 32-year-old native of Eisenstadt lives in Vienna and has been with the company since March 2025. docu tools is one of Austria’s leading providers of digital construction documentation and defect management, supporting construction companies with user-friendly software to simplify processes and reduce errors.
Strategic development of the CX area
Dina El-Ganayny joined docu tools in March 2025 as Senior Customer Success Manager, where she was responsible for supporting existing customers. In her new role, she will now take over the management of the entire CX division and focus it clearly on strategic development. Her focus is on targeted optimisation of the customer journey, establishing proactive support structures, expanding self-service offerings, continuously improving service quality, and strengthening retention and expansion. Her key responsibilities include further developing and standardising processes, modernising the help centre, and ensuring smooth technical support.
Maximillian Allmeyer-Beck, CEO of docu tools, is delighted with the clear strengthening of the customer area: “Dina El-Ganayny combines in-depth customer success expertise with a keen understanding of structured, customer-oriented processes. She takes a holistic approach to service quality, sets clear priorities and ensures that processes become noticeably simpler and more efficient for our customers. With her experience, leadership skills and eye for further development, she is exactly the right person to strategically advance the customer experience area and sustainably support our growth ambitions in service.”
Extensive experience in service, sales and education
El-Ganayny began her professional career immediately after graduating from business school in customer service and sales. She gained her first experience in the digitalisation of the construction industry at PlanRadar. After a few years, she decided to make a conscious career change and completed a university course in leisure education at the University of Education in Vienna. She worked for several years as an educator and for one year as a teacher at the German School in Cairo, an experience that continues to shape her to this day.
She describes her return to CX and service as a conscious step that ideally combines her previous experiences. Dina El-Ganayny says: ‘I learned a lot from my time in education, especially from my year abroad in Cairo. Above all, my awareness of different needs and clear, understandable communication continues to shape my work today. At docu tools, I have the opportunity to develop structures that support teams and customers alike, thereby achieving a real impact.’
Customer proximity and service quality as growth drivers
In her work, Dina El-Ganayny attaches great importance to solution orientation, clear structures and a calm view of complex situations. She enjoys working across teams and emphasises how important it is to her that clients and colleagues alike can count on her. She sees transparency, commitment and a sense of responsibility as the cornerstones of successful collaboration.
‘With a strong focus on customer proximity, efficient workflows and scalable processes, I want to further develop the customer experience area at docu tools in a sustainable manner and specifically professionalize the service organisation,’ emphasises Dina El-Ganayny, Head of Customer Experience at docu tools.
