Beneficiary Experience Director

Confidential Government; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A government agency in Saudi Arabia seeks to enhance beneficiary engagement and satisfaction. The role involves managing service delivery, call center operations, and customer communication channels. Candidates should have a bachelor's degree in Business Administration or a related field, with 8-10 years of experience in service delivery and at least 3 years in a leadership position. Key responsibilities include monitoring satisfaction indicators, providing training, and ensuring quality service standards are met.

Qualifications

• Bachelor's degree in Business Administration or related field.
• 8-10 years of experience in service delivery and customer/beneficiary experience.
• Minimum of 3 years in a leadership role.

Responsibilities

• Oversee Beneficiary Engagement & Satisfaction function.
• Manage call center and CRM systems.
• Monitor customer satisfaction indicators and feedback mechanisms.
• Provide training programs and workshops.

Skills

Service delivery

Customer experience management

Team leadership

Training and development

Quality management

Education

Bachelor's degree in Business Administration

Master's degree (preferred)

Job description

• Oversee Beneficiary Engagement & Satisfaction function to ensure beneficiary-facing channels, operate in line with approved experience principles and service expectations
• overseeing end-to-end experience of beneficiaries and families across special needs services, ensuring services are accessible, responsive, and centered on beneficiary needs throughout the service lifecycle.
• Managing call center, CRMs systems, and developing communication channels with customers.
• Managing customer complaints and suggestions processing & systems
• Monitoring customer satisfaction indicators and related reports and developing feedback mechanisms to enhance customer journeys.
• Review consolidated beneficiary feedback, satisfaction insights, and journey pain points to identify systemic experience risks and improvement priorities
• Work with Operations & Service Delivery to ensure beneficiary needs and experience expectations are reflected in service delivery approaches
• Work with Quality & Service Excellence to ensure experience-related standards and issues are addressed through quality and improvement mechanisms
• Provide training programs and workshops to developing human resources
• Providing awareness programs and workshops for families and interested parties and individuals.
• Developing a diverse electronic educational resource library.

Requirements

• Bachelor’s degree in Business Administration, Quality Management, or a related field (Master’s degree is preferred)
• 8 – 10 years of experience in service delivery, customer/beneficiary experience
• Minimum of 3 years in a leadership role.