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Aqeel Haider

@aqeelhaider

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Functional Analyst focused on automation, user research, and customer experience for SaaS teams.

Belgium

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What I'm looking for

I want to help SaaS teams achieve operational excellence through automation and API/dashboards, combine user research with practical UX insights, and deliver exceptional customer experiences with clear documentation, fast support, and continuous workflow optimization.

I’m a Functional Analyst and PhD researcher who drives business process automation, games user research, technical support, and knowledge base management. I’ve streamlined operations and optimized workflows across multiple SaaS environments, pairing process thinking with practical execution.

Through my PhD, I study user experience in gaming using mixed-method studies and published four articles in human-computer interaction venues. In client-facing roles, I collaborate on digital transformation, build API and dashboard solutions using no-code approaches, manage timelines and budgets, and provide training and data-informed support—while improving support operations, including transitioning from Zendesk to Intercom.

Experience

Work history, roles, and key accomplishments

Current

Business Analyst

Current

Upwork

Jan 2019 - Present (7 years 5 months)

Collaborated with clients on digital transformation by analyzing workflows, recommending no-code tools and CRMs, and providing integration and migration support. Built documentation, managed project timelines and QA, and trained end-users using data-driven insights.

No Code Tools API Integration Business Process Optimization CRM Integration User Testing Documentation Project Planning Data Analysis

Current

PhD Researcher

Current

KU Leuven

Jan 2019 - Present (7 years 5 months)

Conducted mixed-method user experience research in gaming, collaborating with international academics and publishing four articles in leading human-computer interaction venues.

User Experience Research Human Computer Interaction Research Collaboration Data Analysis Academic Publishing

Current

PhD Researcher (Gaming UX)

Current

KU Leuven

Jan 2019 - Present (7 years 5 months)

Conducted mixed-method research on gaming user experience, collaborating with academics worldwide and publishing four peer-reviewed articles in HCI venues.

User Experience Research Human Computer Interaction Mixed Methods Research Study Design Data Analysis Academic Publishing Gaming UX Collaboration

Current

Business Analyst (Upwork)

Current

Upwork

Jan 2019 - Present (7 years 5 months)

Advised clients on digital transformation by analyzing workflows, recommending tools/CRMs, and supporting API integrations and migrations; managed project plans, timelines, budgets, QA, documentation, and user training.

Business Analysis No Code Automation API Integration Process Optimization CRM Implementation Project Planning Quality Assurance Documentation User Training

Automation Support Specialist

Upwork

Jan 2015 - Jan 2019 (4 years)

Provided automation consultations to identify workflow opportunities and implemented custom automation solutions for clients across industries. Integrated software applications, trained end-users, and troubleshot technical issues to optimize results.

Workflow Automation Technical Support Client Consulting Troubleshooting Process Optimization Documentation

Technical Support Specialist

Upwork

Jan 2010 - Jan 2015 (5 years)

Delivered technical assistance and training to enterprise-level clients, improving SaaS outcomes through feedback to product development. Led a Zendesk-to-Intercom support system transition with minimal disruption and managed support KPIs across tickets.