CX Specialist - Digital Experience

Saudia Cargo; Makkah Region; On-site; SAR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a CX Senior Specialist to enhance the digital customer experience. This role involves leveraging data analysis to identify pain points and opportunities for improvement, working closely with IT, marketing, and operations teams. You will manage the design and functionality of digital platforms, ensuring they are user-friendly and optimized for engagement. If you have a passion for improving customer interactions and possess strong analytical skills, this is a fantastic opportunity to make a significant impact in a dynamic environment.

Qualifications

• 4-6 years of experience in customer experience or digital marketing.
• Strong analytical skills to interpret customer journey data.

Responsibilities

• Manage customer journey data analysis to identify improvement opportunities.
• Collaborate with IT and marketing teams for cohesive digital experiences.

Skills

Data Analysis

Customer Experience Management

Digital Marketing

Problem Solving

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Marketing

Bachelor’s degree in Information Technology

Job description

The CX Senior Specialist – Digital Experience is responsible of managing the customer journey by leveraging data analysis, resolving claims to enhancing the overall digital customer experience.

Job Specific Accountabilities:

Support the analysis of the customer journey data to identify pain points and opportunities for improvement in digital interactions.

Work closely with IT, marketing, and operations teams to ensure cohesive and consistent customer experience across all digital platforms.

Follow the established key performance indicators (KPIs) to measure the effectiveness of digital customer experience initiatives and report on progress regularly.

Manage the design and functionality of digital platforms, ensuring they are user-friendly, accessible, and optimized for customer engagement.

Implement systems for gathering customer feedback and utilize insights to drive continuous improvement.

Conducts research using primary data sources and selects relevant information to enable analysis of key themes and trends.

Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

Qualifications & Experience:

• Bachelor’s degree in business administration, Marketing, Information Technology, or related field.
• A minimum of 4 – 6 years of experience in the same or similar field.