Umair User
@umairuser8
I improve customer operations, complex casework, and AI-enabled service workflows.
United KingdomWhat I'm looking for
I've led service improvement and complex casework at the Home Office, cutting vulnerable-case resolution times from nine days to 48 hours and resolving 3,500+ complex cases in eight weeks. I now lead discovery for AI-enabled digital services, turning stakeholder needs into user stories, scenarios, requirements and decision-ready analysis.
I've managed remote teams of up to 15 staff, delivered national training for 250+ colleagues, and built practical digital products independently—from client websites to an AI-assisted content workflow that produced 30+ videos. I bring clear communication, high-integrity judgement and a focus on making services more consistent, usable and effective.
Experience
Work history, roles, and key accomplishments
Led discovery for a new AI-enabled service, translating stakeholder requirements into actionable plans. Mapped six end-to-end scenarios, produced decision-ready analysis for a Digital ID service, and supported a facial-recognition trial.
Education
Degrees, certifications, and relevant coursework
University of East London
Bachelor of Arts, Marketing
2006 - 2009
Grade: 2:1
BA (Hons) Marketing with 2:1 classification from the University of East London, 2006 to 2009.
Newham College
BTEC National Diploma, Business
2004 - 2006
Grade: Distinction
BTEC National Diploma in Business, Level 3, with Distinction from Newham College, 2004 to 2006.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Website
umairrazi.comJob categories
Skills
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