Nada Alqurashi

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.