CX North Star Launchpad

Professional Experience

Mohammad Elmekkawy is a consultant in Kaizen, quality, operational excellence, and customer experience at Kaizen Consulting, he brings cross-sector experience from senior service roles at Toyota Egypt and Hyundai (GB Auto). He has designed unified operational manuals to measure service quality and beneficiary experience in line with national and international standards, and contributed to flagship public-sector programs—ranging from the Digital Experience framework for the “Musaned” platform (Takamul), to beneficiary awareness and perception measurement for the Ministry of Human Resources and Social Development (MHRSD), and activating beneficiary service management at Waqaa Center. He also supported the establishment and operation of MHRSD’s Operational Performance Excellence System and its readiness for institutional excellence certifications.

Practical Expertise

Mohammad specializes in strategic data analysis, continuous improvement, and experience design—turning stakeholder insights into targeted improvement opportunities and performance dashboards. His portfolio includes ISO 22301:2019 gap analyses and full Business Continuity Management System enablement (knowledge transfer, training, internal audits, and external-audit support), as well as developing methodologies, operating models, and performance templates that track compliance with EFQM, COPC, and Digital Government Authority metrics. He has delivered projects in Saudi Arabia and Egypt with international consulting teams from Portugal and the Netherlands, applying Kaizen, operational-excellence principles, and culture-change leadership to embed high-quality performance.

Education & Training

Mohammad holds a B.Sc. in Mechanical Engineering from the Arab Academy for Science, Technology & Maritime Transport (Egypt). His professional credentials include the international IMCM® change-management certification (ACMC, Belgium), ARIS Business Process Modeling (Software AG), EFQM® foundational training, Project Management Professional (PMP®), and completion of the CX Masterclass leading to the CCXP credential (CXPA®).

Professional Experience

Amr Haroun is a consultant in customer experience, Kaizen, and institutional excellence at Kaizen Consulting. He previously served as Deputy Director and Head of the Consulting Department at the Quality Improvement Center, Ministry of Industry (Egypt). With a strong career across government and private sectors, he has played a leading role in strategic planning, operational excellence, governance, and performance improvement, contributing to transformative programs in the Middle East and North Africa. His efforts have earned him recognition, including the National Industrial Development and Logistics Program (NIDLP) Award and designation as the First Quality Ambassador by the Saudi Standards, Metrology and Quality Organization (SASO).

Practical Expertise

Amr’s expertise spans strategy development and execution, governance frameworks, policy design, Kaizen methodologies, performance and change management, and customer experience enhancement. He has led and contributed to high-profile projects such as the change management strategy for the National Center for Government Resource Systems, the customer experience strategy for the National Center for Non-Profit Sector Development, and service reengineering and beneficiary experience improvement for the Ministry of Economy and Planning. His portfolio also includes organizational culture and change management at the National Debt Management Center, HR and organizational development at the National Center for Environmental Compliance, Kaizen-driven performance improvement at the Ministry of Health, and customer experience optimization for public and private entities. Internationally, he has conducted diagnostic studies and identified improvement opportunities for major Japanese manufacturers such as Yawata, Yaskawa, Toto, and Okano Valve.

Education & Training

Amr holds an MBA from the Arab Academy for Science, Technology & Maritime Transport. His professional credentials include Project Management Professional (PMP®), Certified Prosci® Change Management Practitioner, EFQM® foundational training, and advanced Japanese certifications in Total Quality Management and Industrial Engineering. He is also a Certified Six Sigma Master Black Belt (CSSBB®), Forrester-certified in Mastering CX and Customer Journey Mapping, and an ARIS Business Process Modeling Professional (Software AG).

Professional Experience

Yasser Alqadi is an experienced Customer Experience (CX) and digital transformation consultant with a strong focus on strategy development and organizational improvement. Yasser is currently serves as a Customer Experience and Digital Maturity Consultant at Kaizen Consulting in Saudi Arabia, where he advises organizations on enhancing customer journeys, optimizing digital and physical touchpoints, and improving overall service delivery. His expertise extends to leading projects in both the public and non-profit sectors, driving measurable improvements in customer satisfaction, digital engagement, and operational efficiency.

Practical Experience

Yasser has contributed to numerous high-impact projects, including activating beneficiary services management at the National Center for Plant Pest and Animal Disease Prevention (Waqa), developing the national compliance framework for customer experience at the Ministry of Human Resources and Social Development, and creating the Digital Experience Index for the Digital Government Authority. Yasser is has designed customer journey mapping methodologies, developed CX strategies for non-profit organizations, and provided advisory sessions for startups on data-driven digital marketing strategies. He is skilled in IT infrastructure development, digital transformation, change management, institutional development, and quality systems implementation, including CQC projects and ISO 9001:2015 audits. Additionally, he has led marketing operations, team management, strategic planning, and KPI development.

Educational Background and Training

Yasser holds a Bachelor’s degree in Computer Science from Saba University, Yemen. Yasser is a certified Mastering CX and Customer Journey Mapping professional accredited by Forrester, a certified IT Management professional for the non-profit sector from King Fahd University of Petroleum and Minerals, and a certified Project Management Professional (PMP®) from PMI. He also serves as Lead External Auditor (IRICA) and Internal Auditor for ISO 9001:2015 quality management systems, reflecting a strong foundation in both technical and managerial expertise to drive organizational excellence.

Professional Experience

Dr. Nada Alqurashi is a Customer Experience Consultant at Kaizen. She previously held the role of Assistant Manager for Customer Experience and Digital Transformation at KPMG. Her professional background also includes serving as an Adjunct Professor at Umm Al-Qura University, College of Business Administration, as well as a Trainer for the Tourism Pioneers Program at the Ministry of Tourism. Throughout these roles, she has contributed to driving organizational improvement, advancing service excellence, and strengthening customer-focused strategies across multiple sectors.

Practical Expertise

Dr. Alqurashi specializes in leading customer experience transformation projects with emphasis on developing strategies, performance indicators, and service improvement frameworks. Her expertise includes designing key performance indicators for customer experience management, ensuring compliance with Digital Government Authority and National Center for Performance Measurement standards, and developing policies, procedures, and service-level agreements aligned with stakeholder needs. She has managed roadmaps for beneficiary journey enhancement, conducted gap analyses, redesigned processes, and facilitated design-thinking workshops. Her capabilities extend to creating detailed Voice of Customer reports, performing root-cause analysis of complaints, and developing methodologies aligned with KAQA, EFQM, DGA, and ISO standards. Additionally, she has led national training programs in customer experience and developed curricula based on global best practices.

Educational Background and Training

Dr. Alqurashi holds a PhD in Management focusing on performance measurement systems and organizational culture from the University of Glasgow, following a doctoral preparatory year at the University of Strathclyde. She earned a Master’s degree in International Business Management and completed the master’s preparatory program at Glasgow Caledonian University. She also holds a Bachelor’s degree in Library and Information Science from Umm Al-Qura University. Her professional development includes certification as an Internal Quality Assessor from the Saudi Standards, Metrology and Quality Organization, along with extensive academic and specialized training supporting her work in performance measurement, customer experience, and institutional excellence.

Professional Experience

Mahmoud Alzoubi is a distinguished consultant in digital transformation, enterprise architecture, e-government, e-participation, and customer experience. With extensive senior IT leadership experience, including serving as an IT Director across multiple institutions, he brings a strong combination of strategic vision, technical depth, and organizational insight. His career reflects a consistent ability to align technology with institutional goals, lead digital modernization efforts, and deliver complex national programs that enhance public sector performance. Alzoubi has played a central role in advancing e-government development, strengthening institutional capabilities, and guiding organizations toward meeting international benchmarks for digital maturity and online service excellence.

Practical Expertise

Alzoubi has led strategic national initiatives aimed at improving performance in the United Nations E-Government Development Index and its sub-indicators, including the Online Service Index, E-Participation Index, Open Government Data Index, and Sustainable Development Goals metrics. He has extensive experience assessing and enhancing digital transformation strategies in alignment with UNDESA standards, as well as enabling public sector organizations to achieve regional and international digital recognitions. His expertise spans enterprise architecture, customer experience design, ERP development, and the application of Kaizen methodologies to drive continuous improvement.

He has directed key digital transformation tracks for major national programs, providing strategic and technical leadership to elevate digital service delivery, institutional performance, and user-centric service design. His work includes improving customer journeys, implementing global best practices, and supporting organizations in building modern digital ecosystems that foster excellence and innovation.

Educational Background and Training

Alzoubi holds a Bachelor’s degree in Computer Engineering from the Jordan University of Science and Technology. He is recognized as an International Expert and Assessor in Digital Transformation and eGovernment, supported by a portfolio of advanced certifications and specialized global training. His professional development includes completing the Digital Transformation program at MIT, covering AI, IoT, cloud computing, blockchain, and cybersecurity. He is certified in Mastering Customer Experience and Customer Journey Mapping from Forrester and trained in Business Process Modeling using ARIS. Additionally, he completed the EFQM Foundation Training, accredited by the European Foundation for Quality Management, equipping him to drive institutional excellence and alignment with global quality frameworks.

Professional Experience

Ahmad Alzoubi is a Beneficiary Experience & International Indicators Consultant at Kaizen Consulting, where he also serves as a Systems Analyst, Data Analytics Expert, and the Educational Kaizen Manager. He currently leads two customer-experience improvement projects for the National Center for Government Resource Systems and is engaged in establishing and operating the Data Management Office at the General Authority for Competition. He also contributes to the nationwide Digital Experience Index project at the Digital Government Authority, covering all major government platforms, and has supported multiple government programs to evaluate portals against UNDESA standards, map service processes, and embed customer-centric operating models.

Practical Expertise

Ahmad specializes in enterprise governance practices for managing organizational project assets, large-scale data warehousing, and end-to-end data pipelines (modeling, storage, ETL) on cloud platforms such as Amazon Web Services and Microsoft Azure. He brings extensive experience in managing technology projects across customer experience, low-code platform development, data management, and digital government. His track record includes partnering with public-sector data management offices to implement national principles and policies aligned with UNDESA classifications, promoting Kaizen culture in government entities, and publishing five peer-reviewed papers in reputable journals and conferences.

Education and Training

Ahmad holds an M.Sc. in Computer Science from Jordan University of Science and Technology and a B.Sc. in Computer Science from Yarmouk University, Jordan. His professional certifications include Project Management Professional (PMP®), ARIS Business Process Modeling Professional, Certified Customer Journey Mapping Professional (Milkymap), Forrester® Mastering CX, and completion of the CX Masterclass leading to the CCXP® credential from the Customer Experience Professionals Association.

Professional Experience

Ahmad Shaaban is a Senior Customer Experience Consultant at Kaizen Consulting (Saudi Arabia), with more than 15 years of experience across government, telecom, and non-profit sectors. Certified CCXP®, CXPA RTP®, CCCX®, PMP®, and Forrester certifications in Mastering CX and Customer Journey Mapping, he specializes in large-scale CX transformation, Strategy, journey redesign, VOC frameworks, and operational excellence. At Kaizen Consulting, he leads national programs for NCGR, NCNP, WEQAA, and Saudi EXIM Bank, driving data-driven improvements in satisfaction and service quality. Previously with Telecom Egypt and Etisalat, he built benchmarking models, VOC systems, and quality programs across high-value segments. He also serves as judge for ICXA™, GCXA™, and SCXA™, contributing to global CX thought leadership.

Practical Expertise

Ahmad is a hands-on specialist in end-to-end customer experience management, with expertise spanning strategy design, customer-centric operating models, CRM enhancement, and data-driven transformation. He maps and optimizes journeys, builds VOC systems, conducts benchmarking and mystery shopping, and applies CX analytics to drive measurable improvements. His expertise also include continuous improvement programs, KPI elevation, and CX capability building, including CCXP® exam preparation, ensuring organizations achieve sustainable, customer-centric performance.

Educational Background and Training

Ahmad’s educational background includes an MBA and a bachelor’s degree. He holds globally recognized certifications—CCXP®, CXPA RTP®, CCCX®, PMP®, and Forrester credentials in Mastering Customer Experience and Journey Mapping. His commitment to professional excellence is further reflected in his role as a judge in Awards international ™ including ICXA™, GCXA™, and SCXA™.

Professional Experience

Ahmad Ibrahim is a consultant in Kaizen, institutional excellence, and customer experience. He is leading the nationwide Digital Experience Index at the Digital Government Authority (covering all major government platforms) and multiple beneficiary-experience programs at the National Center for Government Resources Systems, the National Center for the Development of the Non-Profit Sector, and the Ministry of Human Resources and Social Development. He has also driven operating-model and process reengineering for the National Housing Company to make operations simplified, standardized, waste-free, automated, and customer-centric, and he is now steering a company-wide shift toward a customer-centric culture at a major Saudi firm.

Practical Expertise

Ahmad specializes in designing end-to-end customer and beneficiary journeys—mapping current and future states, identifying key interaction points, and embedding leading practices to improve experience and outcomes. His work spans performance management (including employee performance evaluation and Kaizen-based systems), leadership training, change management, and data analysis. He partners with organizations to upskill CX talent, introduce new ways of working, and institutionalize a customer-first culture that supports digital transformation and sustained operational excellence.

Education & Training

Ahmad holds an MBA from the Arab Academy for Science, Technology & Maritime Transport and a B.Sc. in Mechanical Engineering from Helwan University (ranked sixth in his cohort). His professional credentials include EFQM® foundational training, Project Management Professional (PMP®), Lean Six Sigma Black Belt (CSSBB®), Forrester Mastering CX and Certified Customer Journey Mapping, and completion of the CX Masterclass leading to the CCXP® credential from the Customer Experience Professionals Association (CXPA).