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After more than three and a half decades of trailblazing leadership, Sandra De Zoysa, Sri Lanka’s longest-serving mobile telecommunications professional, has announced her exit—bringing to a close not just a remarkable career, but an entire era in the country’s mobile communications history.
Her journey spans the full evolution of Sri Lanka’s mobile telecommunications sector, beginning in 1989, at a time when mobile communication itself was a bold experiment. Long before her 28-year tenure at Dialog Axiata, De Zoysa was among the pioneering professionals at Celltel, Sri Lanka’s first mobile operator, where she played a key role in launching mobile services in the country.
She later continued her journey at Call Link, the nation’s second mobile operator—now known as Hutch—as part of the leadership team that helped shape the early foundations of an industry still discovering its identity through transformative technology. These formative experiences laid the groundwork for a lifelong mission to elevate service standards and redefine customer engagement in telecommunications.
A Pioneer of Customer Experience and Digital Transformation
Well ahead of their formal recognition in Sri Lanka, De Zoysa championed customer service excellence, customer and employee experience management, and loyalty management, becoming one of the earliest advocates of a people-first service culture in the industry.
Her contributions to digital transformation were equally visionary. She was instrumental in introducing the country’s earliest self-service channels, including IVR, ACD, and SMS, and later led the adoption of mobile apps, chatbots, knowledge management systems, community portals, kiosks, and social media service channels. These initiatives introduced customers to the concept of “service from anywhere, anytime,” fundamentally reshaping how organisations across multiple service sectors engage with their customers.
A Legacy at Dialog Axiata
Reflecting on her departure from Dialog Axiata, De Zoysa described the moment as bittersweet. The 28 years she spent at the organisation not only defined her career but also played a significant role in shaping Dialog’s evolution into a customer-centric market leader.
In a heartfelt message shared on LinkedIn, she referred to Dialog as her home—a place that offered opportunities, challenges, milestones, and, most importantly, a community of extraordinary people, particularly within the API Dialog family. Her message paid tribute to the many colleagues, mentors, partners, and teams who walked alongside her throughout her journey.
During her tenure, De Zoysa became synonymous with customer experience excellence, service innovation, and transformative leadership, nurturing a culture rooted in empathy, authenticity, and genuine care. Yet, in reflecting on her achievements, she consistently placed the spotlight on the people behind the success.
She expressed deep gratitude to the Board of Directors, her two direct superiors, fellow members of the senior management team, and the wider Dialog community for their trust, support, and partnership over the years. She described it as a privilege to work alongside individuals who lived the spirit of “service from my heart”—a cultural essence she credits as a key driver of Dialog’s sustained success.
Tribute to Teams and Partners
A particularly emotional tribute was reserved for her management team, whom she described as “the very best there is.” She praised their dedication, strategic clarity, enthusiasm, and relentless drive—qualities that not only powered organisational success but also shaped her own leadership journey.
She also acknowledged the indispensable contribution of Dialog’s extended network of partners and service providers, recognising their role in building and sustaining a robust, islandwide 24/7 service ecosystem.
Serving the Nation
For De Zoysa, the greatest privilege of her career has been serving the people of Sri Lanka. She reflected on the honour of supporting over 20 million customers and working with thousands of employees, partners, and industry colleagues across multiple generations—an enduring testament to her deep sense of purpose and commitment.
Looking Ahead: Sandra De Zoysa 3.0
As she steps into her next chapter, De Zoysa does so with optimism and excitement. Hinting at the next evolution of her professional journey, she encouraged her community to look forward to what lies ahead, playfully referring to the next phase as “SandraDeZoysa 3.0” in 2026.
Her departure marks the conclusion of an extraordinary chapter at Dialog Axiata, while also symbolising the close of a defining era in Sri Lanka’s mobile telecommunications journey—from analog to digital, spanning 2G, 3G, 4G, and 5G, and the convergence of the internet.
From her early days at Celltel, through her contributions at Call Link, to nearly three decades of leadership at Dialog Axiata, Sandra De Zoysa’s influence has left an indelible mark on the nation’s service culture and customer experience landscape.
If her parting words are any indication, this milestone is not an ending—but the beginning of yet another transformative journey. For Sandra De Zoysa, the best is yet to come.
