Ecommerce CX Excellence Lead

Total-TECH Co; Jeddah; On-site; SAR 180,000 - 240,000; Full time

Job summary

Total-TECH Co is seeking an experienced CX leader in Jeddah to define and govern customer journey frameworks across digital sales, onboarding and renewal. You will identify pain points, drive improvements, and ensure consistent CX across sales, service, and operations.

You will lead VoC programs (NPS, CSAT, CES), monitor sentiment trends, and close the loop with root-cause analysis. You’ll collaborate with UX, analytics, and marketing to align messaging and drive measurable CX outcomes.

Qualifications

• 5+ years of experience in CX journey management or digital experience leadership.
• Strong customer empathy and design-thinking mindset.
• Proven ability to define and track CX KPIs (NPS, CSAT, drop-offs).
• Experience leading VoC programs and closing feedback loops.
• Excellent cross-functional leadership and stakeholder management.

Responsibilities

• Define and maintain the customer journey framework across digital sales and support exploration, decision, onboarding, and renewal.
• Identify pain points, emotional drop-offs, and SLAs gaps in journey delivery.
• Collaborate with UX Research to align insights across levels.
• Facilitate cross-functional workshops with Sales, Service, and Operations to improve CX.
• Govern CX standards across ecommerce Sales & Customer Service teams with SLA alignment.
• Define KPIs and success criteria for journey stages and report to leadership.
• Lead VoC programs and close the loop with root-cause analysis and owners.
• Coordinate messaging alignment across channels to avoid fatigue.
• Establish CX backlog and cross-functional forums; track progress.
• Champion customer perspective in digital growth initiatives and product development.

Job description

Total-TECH Co is seeking an experienced CX leader in Jeddah to define and govern customer journey frameworks across digital sales, onboarding and renewal. You will identify pain points, drive improvements, and ensure consistent CX across sales, service, and operations.

You will lead VoC programs (NPS, CSAT, CES), monitor sentiment trends, and close the loop with root-cause analysis. You’ll collaborate with UX, analytics, and marketing to align messaging and drive measurable CX outcomes.