Ecommerce CX & Journey Excellence Lead

Total-TECH Co.; Jeddah; On-site; SAR 300,000 - 520,000; Full time

Job summary

Total-TECH Co. in Jeddah is seeking a seasoned CX leader to govern customer journeys across digital sales and support channels. You will drive VoC initiatives, track KPIs, and influence cross-functional teams to improve CX outcomes and reduce friction.

The role requires deep empathy, design thinking, and the ability to translate customer data into actionable improvements. A proactive, collaborative leadership style will be essential to succeed.

Qualifications

• 5+ years in CX journey management or digital experience leadership.
• End-to-end journey mapping and pain point analysis.
• Strong customer empathy and design thinking mindset.
• Proven ability to define and track CX KPIs (NPS, CSAT, drop-offs).
• Translate data into actionable insights.
• Experience leading VoC programs and closing feedback loops.
• Excellent communication and stakeholder management.
• Proactive, self-driven, and accountable role ownership.

Responsibilities

• Define and maintain the customer journey framework across digital sales and support.
• Lead VoC programs and report sentiment trends.
• Define success KPIs for each journey stage and report to leadership.
• Embed CX SOPs and monitor performance of sales and service teams.
• Align communications across SMS, email, chatbot with journey context.
• Establish CX improvement backlog and drive cross-functional initiatives.

Skills

CX leadership

Journey mapping

Data to insights

VoC programs

Cross-functional

Stakeholder management

Job description

Total-TECH Co. in Jeddah is seeking a seasoned CX leader to govern customer journeys across digital sales and support channels. You will drive VoC initiatives, track KPIs, and influence cross-functional teams to improve CX outcomes and reduce friction.

The role requires deep empathy, design thinking, and the ability to translate customer data into actionable improvements. A proactive, collaborative leadership style will be essential to succeed.