Muhannad Nimeh

• Serve as the organizational expert in best practices for Customer Experience (CX), focusing on process reengineering to align CX strategies with bank objectives and drive continuous improvements
• Develop and implement a clear CX vision and strategy, linking it to current and future bank objectives, customer experience principles, and process management frameworks for efficiency and scalability
• Lead initiatives to redesign and reengineer processes across the organization, focusing on optimizing customer journeys, reducing inefficiencies, and enhancing service quality at key touchpoints
• Oversee the redesign of process management systems to ensure agile, scalable, and customer-focused processes that support cross-departmental collaboration and real-time updates
• Oversee the development and management of an effective voice of the customer program that consistently communicates actionable insights and Conduct surveys to gather information on customer opinion of the bank services
• Identify and track key CX metrics, ensuring they are linked to business value and outcomes, while using process optimization to boost performance, customer satisfaction, and operational efficiency
• Establish and implement CX assessments, frameworks, and best practices, ensuring that reengineered processes are consistently delivering optimal customer experiences
• Work closely with different departments to advise and support the delivery of an enhanced customer experience, managing key customer experience initiatives and process improvements
• Utilize cutting-edge technologies, including automation and data analytics, to streamline processes, improve service quality, and provide faster, more accurate customer responses
• Provide effective management, leadership, and guidance to a team of CX professionals by creating a commitment for action and effectively using logic, persuasion, inspiration and change management techniques
• Make decisions that are informed, timely, logical, and risk-controlled, analyzing related outcomes and making appropriate adjustments going forward
• Align team members’ strengths, knowledge, skills and abilities to ensure departmental goals are met while providing them with feedback, coaching and developmental opportunities to improve skills and behaviors
• Identifies all current touchpoints and assesses them by conducting analysis and research to provide recommendations and action points
• Define and implement standards/procedures for ensuring optimal customer experience
• Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
• Designs the mystery shopping program, analyzes results
• Prepares an internal report of mystery shopping results and top performers (covering overall and individual-level results)
• Provides mystery shopping feedback to concerned departments/segments
• Designs desired customer journey maps over touchpoints
• Forms part of the Branch Compliance committee visits to ensure maintenance and standardization of all branch elements as well as compliance with the brand
• Prepares an internal action plan following the Branch Compliance committee visits to be sent to the related department and follows up on all pending issues
• Prepares a monthly and annual progress report that is sent to top management
• Takes end-to-end ownership of existing/new projects.

Led the Quality Management System (QMS) in compliance with ISO 9001:2008, driving continuous improvement and efficiency. Managed the Health & Safety System (ISO 18001:2007), ensuring workplace safety across all projects. Acted as the Management Representative, liaising with auditors to secure certification and compliance with ISO standards.

Directed company-wide safety initiatives, reducing accidents through proactive safety measures and risk assessments (HIRA). Conducted employee training in quality management, safety protocols, and time management, fostering a culture of excellence.

Led internal audits, identified areas for improvement, and implemented corrective and preventive actions (CAPA) to address non-conformities. Drove process optimization and reengineering initiatives, improving operational efficiency. Managed supplier quality, established performance metrics, and delivered detailed reports to senior management for strategic decision-making.

Quality Management and Process Improvement Leader
Experienced in leading ISO-certified Quality Management Systems (QMS), Environmental Management (ISO 14001:2004), and Health & Safety Systems (ISO 18001:2007). As the Management Representative, ensured compliance across all departments and drove risk coordination efforts to mitigate disruptions.

Successfully led 5S and Self-Managed Work Teams (SMWT) projects, improving efficiency and workplace organization. Achieved the prestigious Quality Day Award by driving excellence in quality initiatives. Strong background in non-conformity management (NCR), customer complaint resolution, and new product testing innovations, with a proven track record of optimizing processes and enhancing productivity.

Proficient in maintaining ISO 9001:2008-certified Quality Management Systems (QMS) and ensuring compliance with internal and external audits. Experienced in managing Environmental (ISO 14001:2004) and Health & Safety (ISO 18001:2007) systems, fostering a safe and environmentally responsible workplace.

Served as Management Representative for Quality (MRQ) and deputy of the Group Standards Manual (GSM), ensuring adherence to standardized procedures across departments. Actively contributed to the King Abdullah Award for Excellence and 5S project committees, driving organizational efficiency. Skilled in risk management and quality control supervision, with a focus on maintaining high product standards and operational excellence.