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
2025.08 - 2025.08
- 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
2024.12 - 2025.08
- 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
2020.10 - 2024.12
- 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
2017.01 - 2017.12
- 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
2016.01 - 2016.12
- 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
2016.01 - 2016.12
- 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
2015.01 - 2015.12
- 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 2013.09 - 2017.06
Postgraduate Diploma - Aviation Management
United States
Miami 2017.10 - 2019.11
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
2025.08 - 2025.08
Customer Journey Lead
GOSI
2024.12 - 2025.08
Customer Experience Senior Analyst
GOSI
2020.10 - 2024.12
Postgraduate Diploma - Aviation Management
United States
2017.10 - 2019.11
SAP Project Coordinator
Smart National Solutions
2017.01 - 2017.12
Workforce Administrator
G20 Summit
2016.01 - 2016.12
Human Resources Intern
PepsiCo
2016.01 - 2016.12
Marketing Intern
Investors Group
2015.01 - 2015.12
Bachelor of Business Administration -
Trent University
2013.09 - 2017.06