Abdul Khan

Senior Project Manager / Business Analyst at The Dispute Service, leading large-scale digital transformation, Salesforce, AI, automation, and operational improvement programmes across regulated environments. Delivered the organisation’s largest AI transformation initiative for the New Homes Ombudsman Service (NHOS), implemented multiple AI and automation solutions including AI-assisted Service Replies and sentiment analysis, and led an IAM transformation programme migrating over 3.5 million users into a unified authentication platform. Managed government-aligned IT transformation projects, payment gateway migrations, and reporting/analytics transformations across multiple departments, while coordinating offshore developers, third-party suppliers, and senior stakeholders. Successfully delivered customer contact reduction initiatives achieving a 10% decrease in inbound contacts and migrated 15 operational mailboxes into Salesforce Email-to-Case with omni-channel routing, automation, dashboards, and reporting.