Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic
Muhannad Banafa

Muhannad Banafa

Riyadh

Summary

Customer Experience Consultant with over 7 years of experience leading digital transformation projects across government and private sectors in Saudi Arabia. Skilled in CX strategy, service design, and advanced analytics, with proven success in improving beneficiary journeys, and driving measurable impact.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Consultant in Customer Experience

KPMG
Riyadh, Saudi Arabia
12.2022 - Current
  • Conducted journey mapping workshops with stakeholders to identify pain points, and redesign beneficiary journeys.
  • Applied root cause analysis on customer feedback to drive service improvements.
  • Designed self-service dashboards (Power BI) to empower digital experience teams with real-time insights.
  • Supported internal CX capability development through knowledge transfer sessions, CX Academy learnings, and mentoring.
  • Assessed and designed service catalogues to standardize and improve service delivery.

Business Analysis

RKe Technology
Riyadh, Saudi Arabia
10.2019 - 12.2022
  • Cooperate with designers to create clean interfaces, and simple, intuitive interactions and experiences.
  • Requirement engineering, process modeling, and documentation: work with developers to manage large, complex design projects for corporate clients.
  • Create a user acceptance test plan to ensure the product fits the user demands.
  • Carry out quality assurance tests to discover errors, and optimize usability and functions.
  • Developed the use of RPA and AI to streamline compliance, risk assessment, and customer support services.

Education

Bachelor of Science - Software Engineering

Prince Sultan University
Riyadh, Saudi Arabia
08-2019

Skills

  • Customer experience design
  • Digital transformation
  • Data analytics and insights (Power BI)
  • Project governance and stakeholder alignment
  • Customer feedback measurement (CSAT, NPS, CES)
  • AI-driven solutions and automation

Certification

  • Project Management Professional (PMP)
  • Professional Diploma in Customer Experience (CX Academy)
  • RPA Business Analysis (UiPath)

Languages

Arabic
First Language
English
Proficient (C2)
C2

References

References available upon request.

Timeline

Consultant in Customer Experience

KPMG
12.2022 - Current

Business Analysis

RKe Technology
10.2019 - 12.2022

Bachelor of Science - Software Engineering

Prince Sultan University

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Muhannad Banafa