Chief Experience Architect & Strategy Lead

webook.com; Riyadh; On-site; SAR 600,000 - 1,200,000; Full time

Job summary

webook.com is seeking a Vice President of Experience to lead strategy and execution of exceptional customer experiences. The role drives innovation across all touchpoints, aligns cross-functional teams, and enhances user satisfaction to position the company as a customer-centric digital leader.

You will oversee experience measurement, journey mapping, and omnichannel support, while building scalable teams and ensuring regulatory adherence.

Qualifications

• 10+ years of experience in customer experience, user experience, or related field.
• 5+ years of executive leadership experience managing cross-functional teams.
• Proven track record implementing experience excellence strategies in digital products.
• Experience with experience measurement tools and methodologies.
• Strong background in user research, journey mapping, and service design.
• Omni-channel digital platforms, particularly SaaS and ecommerce experience.

Responsibilities

• Lead overall customer experience strategy and vision across touchpoints.
• Drive experience transformation initiatives and align with business goals.
• Manage experience-related budgets and resources.
• Build and scale customer support teams across channels.
• Develop and maintain an unified experience framework and KPIs.
• Champion voice-of-customer programs and personalization strategies.
• Collaborate with Product, Engineering, Marketing, and Operations.

Skills

Executive leadership

Customer experience strategy

Cross-functional leadership

Stakeholder management

User research

Journey mapping

Omni-channel SaaS

Agile methodologies

Design thinking

Public speaking

Education

Bachelor's degree

Master's degree preferred

Tools

Experience measurement tools

Job description

webook.com is seeking a Vice President of Experience to lead strategy and execution of exceptional customer experiences. The role drives innovation across all touchpoints, aligns cross-functional teams, and enhances user satisfaction to position the company as a customer-centric digital leader.

You will oversee experience measurement, journey mapping, and omnichannel support, while building scalable teams and ensuring regulatory adherence.