- Strategic and results-driven professional with over 10 years of experience in customer experience, strategy, and performance analysis.
- Known for transforming insights into action, enhancing operational efficiency, and supporting sustainable growth.
- Collaborative, analytical, and committed to continuous improvement and organizational excellence.
Summary
Work Experience
Saudi Tourism Authority
Tourism Performance Insights Director
September 2022 - Now
Established the organization’s first unified performance narrative for executive leadership. Led cross-functional reporting transformation, creating strategic insights from operational data. Developed a KPI framework aligned to strategic outcomes, resulting in shifting the performance culture. Designed and launched real-time dashboards, enabling faster, data-backed decisions.
Saudi Payments
Customer Experience Manager
April 2019 - August 2022
Established the customer experience function and led organization-wide journey mapping. Shifted organizational strategy toward customer-centricity through insights-driven improvements. Supported new organizational excellence functions including quality and efficiency management aligned with strategic pillars.
DXC Technology
Quality Specialist
January 2016 - February 2019
Improved service quality and operational performance by managing departmental KPIs and identifying performance gaps. Monitored SLA compliance and implemented corrective and preventive actions (CAPAs), ensuring continuity and alignment with service standards. Led customer satisfaction measurement efforts, providing actionable insights that informed improvement plans across teams.
Hewlett-Packard (HP)
Business Services Analyst
February 2011 - January 2016
Provided first-level operational support and ensured timely issue resolution across business units. Streamlined internal processes to improve service efficiency and consistency. Promoted to Senior Analyst, leading onboarding and training for new team members.
Projects
Unified Performance Narrative MPR
Director
undefined 2022 - undefined 2023
Established the organization’s first unified performance narrative for executive leadership.
KPI Framework Structure for Season Programs
Director
undefined 2022 - undefined 2023
Developed a KPI framework aligned to strategic outcomes, resulting in shifting the performance culture.
Real-Time Dashboards
Director
undefined 2022 - undefined 2023
Designed and launched real-time dashboards, enabling faster, data-backed decisions.
Customer Experience Function Establishment
Manager
undefined 2019 - undefined 2022
Established the customer experience function and led organization-wide journey mapping.
Organizational Customer-Centric Strategy Shift
Manager
undefined 2019 - undefined 2022
Shifted organizational strategy toward customer-centricity through insights-driven improvements.
Service Quality Improvement
Specialist
undefined 2016 - undefined 2019
Improved service quality and operational performance by managing departmental KPIs and identifying performance gaps.
Customer Satisfaction Measurement
Specialist
undefined 2016 - undefined 2019
Led customer satisfaction measurement efforts, providing actionable insights that informed improvement plans across teams.
Operational Support
Analyst
undefined 2011 - undefined 2016
Provided first-level operational support and ensured timely issue resolution across business units.
Process Streamlining
Analyst
undefined 2011 - undefined 2016
Streamlined internal processes to improve service efficiency and consistency.