Customer Experience Specialist

Müller's Solutions; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

Müller's Solutions in Riyadh seeks an experienced Customer Experience Specialist to analyze customer journeys, identify gaps, and drive improvements across digital and operational touchpoints.

You will map journeys, monitor CX metrics, and translate insights into actionable recommendations. Collaborate with Marketing, Sales, Product, Account Management, and Finance to optimize the end-to-end customer lifecycle.

Qualifications

• Bachelor's degree in CS, Engineering or related field.
• 4+ years in Customer Experience (CX).
• Strong knowledge of journey mapping and CX methodologies.
• Experience identifying segments, pain points, gaps, and improvements across touchpoints.
• Ability to analyze end-to-end customer journey from engagement to lifecycle.
• Collaborates with Marketing, Sales, Product, Account Management, Customer Service, Billing, and Finance.
• Strong ability to collect, monitor, and analyze CX metrics.
• Translating insights into actionable recommendations and process improvements.
• Identify operational issues across pre-sales, post-sales, billing, installation and service.
• Work with technology teams to improve digital journeys (websites and self-service).
• Strong analytical, communication, stakeholder-management, and problem-solving skills.
• Ability to work in a cross-functional and fast-paced environment.

Responsibilities

• Analyze end-to-end customer journey and identify gaps.
• Drive improvements across digital and operational touchpoints.
• Collaborate with cross-functional teams to implement CX initiatives.

Skills

CX

Customer journey mapping

Data analysis

Cross-functional collaboration

Stakeholder management

Communication

Problem solving

CX metrics analysis

Digital journeys

Process improvement

Education

Bachelor's degree in Computer Science, Engineering, or a related field

Job description

Müller's Solutions is looking for an experienced Customer Experience Specialist to analyze customer journeys, identify experience gaps, and drive improvements across digital and operational touchpoints

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field.
• 4+ years of professional experience in Customer Experience (CX).
• Strong understanding of customer journey mapping and customer experience methodologies.
• Experience identifying customer segments, pain points, experience gaps, and improvement opportunities across multiple touchpoints.
• Ability to analyze the end-to-end customer journey, from initial product/service engagement through the customer lifecycle.
• Experience collaborating with cross-functional teams including Marketing, Sales, Product, Account Management, Customer Service, Billing, and Finance.
• Strong ability to collect, monitor, and analyze customer feedback and CX metrics.
• Experience translating customer insights into actionable recommendations and process improvements.
• Ability to identify operational issues affecting customer experience, including pre-sales, post-sales, billing, installation, and service processes.
• Experience working with technology teams to improve digital customer journeys, including websites and self-service applications.
• Strong analytical, communication, stakeholder-management, and problem-solving skills.
• Ability to work effectively in a cross-functional and fast-paced environment.