Murtada Ahmed

Senior Business Analyst & Customer Experience Consultant with 8+ years of experience improving service delivery and digital transformaton programs across government and enterprise sectors. Expert in elicing, validatng, and standardizing requirements, translating ng policies and service rules into BRD/SRS/user stories, and ensuring full traceability across the requirements lifecycle. Strong record in leading UAT/SIT, optmizing processes, and defining KPIs (SLA compliance, FCR, time-to-market, error rate) to enhance customer journeys.

Skilled in balancing CX design with operational efficiency, ensuring measurable improvements for citizens, visitors, and businesses.