Customer Experience Specialist

Client of Sowelo Consulting; Saudi Arabia; On-site; SAR 150,000 - 200,000; Full time

Job summary

Une entreprise de consulting de premier plan en Arabie Saoudite recherche un expert en gestion de l'expérience utilisateur. Vous serez responsable de la création de parcours clients optimaux et collaborerez avec différentes équipes pour assurer la satisfaction client tout en mettant en œuvre des insights basés sur les données.

Qualifications

• 3-4 ans d'expérience dans un rôle similaire.
• Expertise dans les produits numériques et les parcours clients.

Responsibilities

• Gérer des parcours utilisateurs pour améliorer l'expérience client.
• Collaborer avec plusieurs équipes pour assurer la satisfaction client.
• Auditer les plateformes pour résoudre les problèmes proactivement.

Skills

Customer Advocacy

Data Analysis

Cross-department Collaboration

UI/UX Enhancement

Tools

Salesforce

Job description

What your responsibilities will include:

• Craft and manage seamless, end-to-end customer journeys that deliver exceptional user experiences every time.
• Collaborate across teams such as compliance, legal, finance, sales, and customer support to ensure alignment and effective communication.
• Audit customer-facing platforms to identify and resolve potential issues proactively, ensuring smooth operations.
• Build customer feedback loops and utilize data-driven insights to refine strategies and improve product offerings.
• Advocate for customer needs, influence strategic decisions, and foster a culture prioritizing client satisfaction.
• Monitor success metrics like CSAT and NPS to evaluate performance and identify areas for improvement.
• Collaborate with IT teams to enhance UI/UX and implement features aligned with customer needs.

Qualifications:

• At least 3-4 years of experience in a similar role.
• Experience with digital retail products.
• Deep expertise in designing and optimizing customer journeys for SaaS, digital entertainment, fintech, and high-growth platforms such as Netflix, Spotify, Revolut, Robinhood, Stripe, and Salesforce.
• Proven history of championing customer advocacy and leading cross-department initiatives to deliver impactful results.
• Advanced skills in Salesforce and customer analytics, with the ability to translate data into actionable insights.

Preferred Qualifications:

• Excellent analytical, organizational, and communication skills.
• High attention to detail and ability to work independently.

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