Customer Experience Leader: Strategy & Digital Journeys

Confidential SemiGovernment; Riyadh; Presencial; SAR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Confidential SemiGovernment is seeking a Customer Experience Manager to lead the design and improvement of the customer journey across all touchpoints. The role focuses on increasing satisfaction, retention and loyalty while driving revenue growth.

You will map journeys, define service standards, collaborate with sales, IT and product teams, and build a voice-of-the-customer program. Fluency in Arabic and English is required, with leadership experience in CX or marketing.

Formación

• Bachelor’s degree in marketing, business administration, management or a related field.
• At least 5 years of experience in customer experience, customer service or marketing, incl. 2+ years in leadership.
• Proven track record improving customer satisfaction metrics and leading frontline or service teams.
• Strong analytical skills and experience with CRM systems and customer feedback tools.
• Fluency in Arabic and English, spoken and written; CCXP or sector experience preferred.

Responsabilidades

• Develop an annual customer experience strategy aligned with commercial and marketing goals.
• Map the full customer journey across all channels and identify pain points and improvement opportunities.
• Design tailored programs and service standards for key customer segments.
• Set and maintain service standards across all channels and touchpoints.
• Coordinate with sales, operations, IT and product teams to remove friction and ensure a seamless experience.
• Oversee complaint handling and escalation processes, ensuring timely resolution.
• Lead and train frontline and customer service teams on service standards and problem-solving.
• Develop loyalty, rewards and retention programs to increase customer lifetime value.
• Work with the digital team to improve website, app, self-service tools and journeys.
• Build a voice-of-the-customer program with customer panels and regular engagement.
• Measure satisfaction with surveys, NPS, CSAT and CES; analyze feedback and data.
• Define and track customer experience KPIs and dashboards for management.
• Prepare regular reports with findings, recommendations and improvement plans.
• Track global best practices and apply what fits.
• Manage partnerships and the budget; oversee vendors and monitor performance.
• Ensure compliance with regulations, data privacy and accessibility standards.

Conocimientos

Arabic & English fluency

Analytical skills

CRM systems

Customer feedback tools

Educación

Bachelor’s degree in marketing, business administration, management or related field

Herramientas

CRM tools

Descripción del empleo

Confidential SemiGovernment is seeking a Customer Experience Manager to lead the design and improvement of the customer journey across all touchpoints. The role focuses on increasing satisfaction, retention and loyalty while driving revenue growth.

You will map journeys, define service standards, collaborate with sales, IT and product teams, and build a voice-of-the-customer program. Fluency in Arabic and English is required, with leadership experience in CX or marketing.