Anna Mourad

Anna Mourad is the Director of Customer Experience for the Financial Management Business Transformation Service (FMBTS) and Chief Experience Officer for the Financial Services Center. As VA transitions to a new integrated Financial and Acquisition Management System (iFAMS), Ms. Mourad is responsible for improving the experience and preparedness of future iFAMS users and stakeholders through organizational change management and training as well as the long-term customer support for iFAMS customers after they have gone live. Prior to her current role, Ms. Mourad spent nearly two decades in a variety of customer service roles, including her role as the Customer Engagement Center Chief for the Financial Services Center (FSC) where she oversaw the day-to-day delivery of customer support for VA customers, vendors and medical providers. During her previous tenure with FSC, she centralized 5 separate service desks and architected the organization’s first Customer Relationship Management (CRM) tool to support customers across all of FSC’s service offerings. Ms. Mourad holds a B.F.A., from State University of NY, Purchase, an M.B.A. and is a certified Balanced Scorecard Professional in Strategic Planning by George Washington University.