Go to the top


12 Years Experience

I have a diverse range of work experiences in sectors including:

■ IT
■ Finance and payment systems
■ e-Government
■ Aviation

Solutions360 Inc.

Senior Business Analyst

May 2017 – Present
Al-Rajhi Bank

Service Improvement Manager, Customer Experience

Dec 2015 – Nov 2016

  • Led improvement initiatives resulting in increasing NPS score by 8% YOY
  • Identified 30+ priority issues/improvement opportunities bank-wide based on benchmarking studies, service indicators, and complaints data
  • Facilitated workshops to determine root causes and action plans
  • Consolidated all plans in centralized repository for tracking purposes
  • Contributed to an executive bi-monthly customer experience council to surface pain points and present status of remedial actions

Bank Al-Jazira

Senior Business Analyst

Jun 2014 – Oct 2015

  • Designed a transformation program to improve customer onboarding processes and systems, resulting in increased net customer acquisition (individuals & entities) and better AML compliance
  • Investigated as-is, including people, processes, and tools to determine gaps
  • Analyzed all applicable regulations that needed to be enforced
  • Created and managed requirements for a phased program to enhance frontline systems, branch and backend processes
  • Awarded for Performance & Lasting Contribution

Hewlett Packard Enterprise

Business Analysis Manager

Jan 2011 – Apr 2014

  • Led a team of 4 BAs at SADAD (Saudi’s national payment service)
  • Transformed BA capability into a mature practice aligned with best practices and certified at CMMI Level 3 and ISO 9001:2008
  • Led a transformation of SADAD’s business architecture as part of a program to revamp EA to support planned growth initiatives
  • Created SOA-based service catalog of ~20 services, re-engineering ~30 processes and managing a catalog of 200+ requirements (functional, non-functional) with full bi-directional traceability using HP Quality Center
  • Led a cross-functional Six Sigma initiative to identify internal operational improvement opportunities, and a parallel initiative to identify and manage performance metrics for all departments

Ever Team

BPM Specialist

Jan 2008 – Dec 2010

  • Led all BPM engagements for an international ECM provider, spanning 10+ processes of various complexities for 3 large government entities
  • Created and managed the scope, objectives, plans and deliverables
  • Promoted visualization techniques to improve requirements elicitation
  • Managed stakeholders’ interactions, proactively highlighting potential risks and mitigation plans

Basamh Group

Solutions Analyst

Feb 2006 – Dec 2007

  • Led ideation and design of field merchandising mobile app
  • Interviewed and contextually observed end-users to elicit requirements that enhanced their actual workflow
  • Produced a number of prototypes and performed usability tests
  • Communicated requirements to offshore development using UML

Zaki Farsi Group

Web Developer & Solutions Analyst

Oct 2004 – Feb 2006

  • Lead ASP.NET developer and solutions analyst for a web-based subscription management solution used by the Saudi Post to manage subscriptions for its “Wasel” mailing service
  • Utilized then emerging front-end technologies including AJAX to enhance end user experience
  • Developed integration with Saudi Ministry of Interior database to retrieve subscribers’ personal details using secure XML Web Services authenticated by X.509 certificates
  • Delivered presentations and training on the final product to project sponsors and end users