Summary
Overview
Work history
Education
Skills
Certification
Accomplishments
Languages
Timeline
Generic

IBRAHIM ALGHAMDI

Riyadh,Saudi Arabia

Summary

Accomplished professional with expertise in change management, customer journey mapping, and stakeholder engagement. Demonstrates a strong ability to drive digital transformation and optimise processes through service design and performance reporting. Skilled in enhancing omni-channel experiences and capturing the voice of the customer to inform strategic decisions. Committed to leveraging these competencies to achieve impactful results in dynamic environments.

Overview

11
11
years of professional experience
6
6
years of post-secondary education
1
1
Certification

Work history

Senior Customer Journey Lead

GOSI
Riyadh
08.2025 - 08.2025
  • Lead customer journey optimization and change management initiatives aligned with the Vision 2030 strategy, ensuring adoption and sustainability across service channels.
  • Conduct stakeholder analysis and manage communication to ensure buy-in, clearly communicating the impact of new initiatives.
  • Translate Voice of Customer insights and performance metrics into strategic improvements and executive reports.
  • Research and integrate global best practices to enhance governance frameworks and service delivery.
  • Collaborate with cross-functional teams to drive innovation, process efficiency, and a customer-centric culture.

Customer Journey Lead

GOSI
Riyadh
12.2024 - 08.2025
  • Directed end-to-end customer journey analysis and implemented improvements across digital, contact center, and branch channels.
  • Leveraged Voice of Customer feedback and analytics to drive continuous service innovation.
  • Implemented digital solutions and AI-driven support to enhance self-service and operational efficiency.

Customer Experience Senior Analyst

GOSI
Riyadh
10.2020 - 12.2024
  • Supported continuous improvement projects through customer feedback collection and analysis.
  • Developed service policies and guidelines to improve customer experience and team performance.
  • Achieved improved accuracy with meticulous data analysis and validation.
  • Introduced innovative methodologies, improving overall performance.

SAP Project Coordinator

Smart National Solutions
01.2017 - 12.2017
  • Established effective working relationships with stakeholders for smooth project progression.
  • Addressed potential risks timely, preventing unnecessary setbacks.
  • Worked closely with the Project Manager to define objectives, leading to clear guidelines.
  • Responded promptly to client queries, boosting customer satisfaction levels.

Workforce Administrator

G20 Summit
01.2016 - 12.2016
  • Administered employee benefits programme, enhancing staff satisfaction.
  • Facilitated smooth onboarding process for new hires, promoting rapid integration into teams.
  • Arranged travel logistics for business trips, reducing administrative burdens on staff members.
  • Acted as first point of contact for workforce queries facilitating prompt resolution.

Human Resources Intern

PepsiCo
01.2016 - 12.2016
  • Facilitated employee wellness programmes, improved workplace health and wellbeing culture.
  • Conducted exit interviews, reduced staff turnover rate.
  • Streamlined administrative processes for enhanced efficiency in HR department.
  • Compiled training materials to improve staff development programmes.

Marketing Intern

Investors Group
01.2015 - 12.2015
  • Enhanced customer engagement with the creation of regular blog posts and newsletters.
  • Carried out SEO tasks for better search engine rankings.
  • Conducted competitor analysis for better positioning of our products in the market.
  • Supported sales teams with up-to-date marketing materials and presentations.

Education

Bachelor of Business Administration -

Trent University
Peterborough / Canada
09.2013 - 06.2017

Postgraduate Diploma - Aviation Management

United States
Miami
10.2017 - 11.2019

Skills

  • Change Management
  • Customer Journey Mapping
  • Stakeholder Engagement
  • Service Design
  • Process Optimization
  • Performance Reporting & KPIs
  • Omni-Channel Experience
  • Digital Transformation
  • Voice of Customer

Certification

  • Business Improvement & Quality Techniques, Oxford Management Centre, London
  • Project Management Professional (PMP)
  • Certified Agile Project Manager
  • Certified Customer Experience Professional (CXAC)
  • Enterprise Design Thinking Practitioner
  • McKinsey Forward Program Graduate

Accomplishments

  • Five Saudi CX Awards for customer experience innovation and service transformation
  • Two International CX Awards for global best practices in customer experience
  • 1st Place, Digital Services Innovation Award – Digital Government Authority
  • Best Idea Award – GOSI Hackathon for redefining customer engagement and service delivery

Languages

English
Fluent
Arabic
Native
Chinese (Mandarin)
Intermediate

Timeline

Senior Customer Journey Lead

GOSI
08.2025 - 08.2025

Customer Journey Lead

GOSI
12.2024 - 08.2025

Customer Experience Senior Analyst

GOSI
10.2020 - 12.2024

Postgraduate Diploma - Aviation Management

United States
10.2017 - 11.2019

SAP Project Coordinator

Smart National Solutions
01.2017 - 12.2017

Workforce Administrator

G20 Summit
01.2016 - 12.2016

Human Resources Intern

PepsiCo
01.2016 - 12.2016

Marketing Intern

Investors Group
01.2015 - 12.2015

Bachelor of Business Administration -

Trent University
09.2013 - 06.2017
IBRAHIM ALGHAMDI