Manal Alnefaie
Riyadh
Summary
Product Owner experienced in digital transformation, managing roadmaps, automation, and data-driven decisions. Skilled at using system data to analyze customer behavior and launch targeted features such as segmentation and improved service flows. Proven record in simplifying services, supporting financial goals, and working across teams to deliver value for users and the organization.
Overview
7
7
years of professional experience
Work History
Product Owner – Financial Services
General Organization for Social Insurance (GOSI)
01.2024 - Current
- Led the integration of payment gateway (HyperPay) and credit information platform (SIMAH).
- Lead the Collection Revamp Project to improve and simplify the collection process.
- Delivered billing changes to support the new Pension Reform Law.
- Focused on improving customer satisfaction (CSAT) by addressing service issues and introducing new features.
- Introduced enhancements based on customer and market needs, such as: Bill Estimation, Shareable Bill, Auto Payment, Reminder Messages (nudging).
- Used data to understand customer behavior and drive improvements. One example was analyzing payment delays to design new reminder process to increased on-time payments.
- Also worked on other data-driven enhancements like segmenting establishments and type to improve service targeting, such as in treatment request.
- Used data to identify user types and regions, allowing us to personalize services and create targeted opportunities for each user group.
- Reduced manual work and made services more efficient and user-friendly.
- Work with internal teams and external partners to deliver valuable, easy-to-use features.
Senior Business Analyst
General Organization for Social Insurance (GOSI)
01.2022 - 12.2023
- Supported the Ameen platform by analyzing system issues and identifying improvements.
- Worked with business teams to understand needs and deliver system changes.
- Led automation efforts from the IT side, focusing on: Straight Through Processing (STP), Zero document submission
- Helped make services faster, easier, and more reliable.
- Collaborated with cross-functional teams to gather and document user needs for system enhancements.
Data Migration Lead – Ameen Digital Transformation
General Organization for Social Insurance (GOSI)
05.2020 - 12.2021
- Planned and executed the full migration of data from legacy systems into Ameen.
- Designed data mapping, validation checks, and cutover strategy.
- Collaborated with cross-functional teams to identify data requirements for successful migrations.
- Analyzed data migration processes to ensure accuracy and consistency across multiple databases.
Application Support Engineer
General Organization for Social Insurance (GOSI)
01.2019 - 04.2020
- Provided system support and resolved user issues.
- Proposed process improvements to reduce repeated problems.
- Helped improve communication between support and technical teams.
Education
Bachelor - Computer Science
Imam Muhammad Ibn Saud Islamic University
Riyadh, Saudi Arabia05-2018
Skills
- Release planning
- Business analysis
- Product backlog management
- Roadmap development
- Agile frameworks
- Design thinking
- Customer service
Timeline
Product Owner – Financial Services
General Organization for Social Insurance (GOSI)
01.2024 - Current
Senior Business Analyst
General Organization for Social Insurance (GOSI)
01.2022 - 12.2023
Data Migration Lead – Ameen Digital Transformation
General Organization for Social Insurance (GOSI)
05.2020 - 12.2021
Application Support Engineer
General Organization for Social Insurance (GOSI)
01.2019 - 04.2020
Bachelor - Computer Science
Imam Muhammad Ibn Saud Islamic University
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