BU’s Experience & Excellence Lead

Confidential; Riyadh; On-site; SAR 200,000 - 260,000; Full time

Job summary

Confidential is seeking a BU's Experience & Excellence Lead to drive customer experience and service excellence across assigned Business Units. You will monitor CX performance, analyze feedback, and translate CX strategies into practical, impactful initiatives across multiple units.

The role requires 3–5 years in CX-related fields, experience in journey mapping and VoC, and strong English communication. Collaboration with diverse teams and reporting on CX improvements are key aspects of this

Qualifications

• 3–5 years of relevant experience in Customer Experience, Customer Service, Service Quality, Operations, or related field.
• Experience in Customer Journey Mapping, Voice of Customer (VoC), and CX performance monitoring.
• Strong written and verbal English communication skills.

Responsibilities

• Monitor CX performance and identify customer experience gaps and improvement opportunities.
• Analyze customer feedback, complaints, surveys, and reviews to identify recurring issues.
• Review customer journeys and service touchpoints to improve the overall customer experience.
• Translate corporate CX strategies and standards into practical initiatives across Business Units.
• Lead CX improvement initiatives and monitor their implementation and impact.
• Collaborate with operational teams and BU stakeholders to promote customer-centric practices.
• Prepare performance reports, insights, and recommendations to support continuous improvement.

Skills

Analytical skills

Communication skills

Stakeholder management

Reporting

Education

Bachelor's degree in business-related field

Job description

Function: Marketing / Customer Experience

We are looking for a BU's Experience & Excellence Lead to drive customer experience and service excellence across assigned Business Units.

Key Responsibilities:

• Monitor CX performance and identify customer experience gaps and improvement opportunities.
• Analyze customer feedback, complaints, surveys, and reviews to identify recurring issues.
• Review customer journeys and service touchpoints to improve the overall customer experience.
• Translate corporate CX strategies and standards into practical initiatives across Business Units.
• Lead CX improvement initiatives and monitor their implementation and impact.
• Collaborate with operational teams and BU stakeholders to promote customer-centric practices.
• Prepare performance reports, insights, and recommendations to support continuous improvement.

Requirements:

• Bachelor's degree in Business Administration, Marketing, Hospitality, Operations, or a related field.
• 3-5 years of relevant experience in Customer Experience, Customer Service, Service Quality, Operations, or a related field.
• Practical experience in Customer Journey Mapping, Voice of Customer (VoC), and CX performance monitoring.
• Strong analytical, reporting, communication, and stakeholder management skills.
• Experience working across multiple Business Units or customer-facing locations is an advantage.
• Strong written and verbal English communication skills.