Customer Experience Expert

SNC-Lavalin Fayez Engineering; Saudi Arabia; On-site; SAR 187,000 - 263,000; Full time

Job summary

A global engineering firm in Riyadh is seeking a Customer Experience Expert to enhance passenger satisfaction across the metro network. The ideal candidate will have a Bachelor's degree and at least 5 years of experience in customer service management, focusing on optimizing service delivery and analyzing customer feedback to improve user experience. This role offers a tax-free salary and various employee benefits.

Benefits

Tax-free salary

Life insurance coverage

Comprehensive medical insurance

Paid annual leave

Company gratuity scheme

Discretionary bonus program

Annual flight contribution

Relocation assistance

Transportation and housing allowances

Employee Wellbeing Program

Qualifications

• Minimum 5 years of experience in customer service management, preferably in transport or infrastructure.
• Strong analytical skills to interpret customer data and drive actionable insights.
• Excellent interpersonal and communication skills.

Responsibilities

• Enhance customer satisfaction by identifying service gaps and implementing initiatives.
• Analyze feedback from passengers to identify trends and issues.
• Collaborate with contractors to align service standards with expectations.

Skills

Analytical skills

Interpersonal skills

Communication skills

Education

Bachelor's degree in Customer Relations or Business Administration

Job description

Overview

AtkinsRéalis is looking for a Customer Experience Expert, in Riyadh, KSA.

About AtkinsRéalis

Created by the integration of long-standing organizations dating back to 1911, AtkinsRéalis is a world-class engineering services and nuclear company dedicated to engineering a better future for our planet and its people. We create sustainable solutions that connect people, data and technology to transform the world's infrastructure and energy systems. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital. The breadth and depth of our capabilities are delivered to clients in strategic sectors such as Engineering Services, Nuclear and Capital. News and information are available at www.atkinsrealis.com or follow us on LinkedIn.

Learn more about our career opportunities at: https://careers.atkinsrealis.com

Role purpose

The Customer Experience Expert will play a vital role in enhancing passenger satisfaction across the metro network during its Operations & Maintenance (O&M) phase. This role focuses on analyzing customer feedback, optimizing service delivery, and implementing initiatives that prioritize the needs and expectations of metro users. The expert will work closely with operational teams and stakeholders to ensure a seamless and positive customer journey.

Key Responsibilities

• Enhance customer satisfaction by identifying service gaps and implementing customer-focused initiatives.
• Analyze feedback from passengers and stakeholders to identify trends, issues, and opportunities for improvement.
• Optimize service delivery across all customer touchpoints, ensuring consistency, responsiveness, and quality.
• Collaborate with O&M Contractors and internal teams to align service standards with customer expectations.
• Develop and monitor customer experience metrics and performance indicators.
• Support the design and execution of customer engagement programs, surveys, and outreach activities.
• Provide recommendations to the Employer for improving passenger experience and service quality.

Qualifications & Experience

• Bachelor’s degree in Customer Relations, Business Administration, or a related field.
• Minimum 5 years of experience in customer service management, preferably within transport or infrastructure sectors.
• Strong analytical skills to interpret customer data and drive actionable insights.
• Excellent interpersonal and communication skills, with the ability to engage effectively with passengers, contractors, and internal teams.

Preferred Attributes

• Experience in metro or railway operations.
• Familiarity with customer satisfaction tools, CRM systems, and service quality frameworks.
• Ability to work in a dynamic, customer-facing environment with a focus on continuous improvement.

Why choose AtkinsRéalis?

• Tax-free salary.
• Life insurance coverage.
• Comprehensive medical insurance coverage.
• Paid Annual leave.
• Company gratuity scheme.
• Discretionary bonus program.
• Annual flight contribution.
• Relocation assistance.
• Transportation & housing allowances.
• Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, as well as personal health, fitness, and nutrition consulting.

We care for our people and are committed to creating an inclusive working environment where you can thrive and build a future you want to be a part of.

Equality and diversity

AtkinsRéalis is committed to eliminating discrimination and encouraging diversity amongst our workforces. We aim to provide quality and fairness for all job applicants and employees and not to discriminate on grounds of gender, marital status, age, race, ethnic origin, religious conviction, or disablement. We oppose all forms of unlawful treatment and discrimination. Our aim is for the company to be representative of all sections of society and that each employee feels respected and able to give their best. We are committed to a policy of treating all our employees and job applications equally.

We pursue this commitment by: having clear and concise procedures and guidelines for both line managers and employees to ensure policies are fully understood and implemented; complying with the relevant employment legislation and codes of practice; ensuring that all existing employees, potential employees, colleagues, and customers are treated equally and with respect.

Worker Type: Casual

Job Type: Employee