Hybrid Customer Experience Manager — Growth & Impact

Melon Digital Insurance; Dammam; Hybrid; SAR 180,000 - 260,000; Full time

Benefits offered by this job

Flexible hybrid work arrangements

Career growth opportunities

Collaborative culture

Job summary

Melon Digital Insurance in the Eastern Province seeks a Customer Experience Manager to own the end-to-end journey from quote to renewal and claims. You will lead a team ensuring customers are informed, supported, and satisfied in a HYBRID environment at our Eastern Region office.

You will work with cross-functional teams to raise satisfaction, reduce friction, and drive service excellence while handling escalations and continuous improvement initiatives.

Qualifications

• Proven experience managing a customer service, customer experience, or contact centre function.
• Experience in insurance, financial services, or another regulated consumer-facing industry.
• Demonstrated ability to lead, coach, and motivate a service team in a dynamic environment.
• Strong track record of improving measurable service outcomes such as CSAT, NPS, or resolution times.
• Solid understanding of complaint handling requirements and consumer protection obligations.
• Strong analytical and problem-solving skills, with comfort working from contact and satisfaction data.
• Outstanding communication and interpersonal abilities, with genuine empathy for customers.
• Arabic and English fluency.

Responsibilities

• Manage the customer service and support team's daily activities across phone, WhatsApp, email, chat, and in-app channels.
• Own key service metrics, including first response time, resolution time, CSAT, NPS, and complaint volumes, and drive continuous improvement against each.
• Map and improve the customer journey across quotation, issuance, endorsements, renewals, and claims, identifying and removing friction points.
• Handle escalated cases and sensitive complaints personally, coordinating with claims, underwriting, and operations to reach fair and fast resolutions.
• Manage the formal complaints process end to end, including regulatory complaint handling, root cause analysis, and corrective actions.
• Build and maintain service scripts, knowledge base content, FAQs, and self-service tools.
• Design and deliver team training on products, systems, tone of voice, and service standards.
• Analyse customer feedback, call drivers, and contact reasons to identify recurring product and process issues, and feed these back to the relevant teams.
• Support the rollout of digital self-service, automation, and chatbot capabilities to reduce contact volume and improve resolution speed.
• Manage workforce planning, shift coverage, and capacity against demand peaks such as renewal cycles and accident seasonality.
• Prepare detailed reports and analytics on service performance and customer sentiment for management review.

Skills

Customer experience leadership

Insurance/regulated industry

People management

CSAT/NPS improvement

Complaint handling knowledge

Analytical thinking

Communication skills

Arabic & English fluency

Tools

Zendesk

Freshdesk

Salesforce

Genesys

Job description

Melon Digital Insurance in the Eastern Province seeks a Customer Experience Manager to own the end-to-end journey from quote to renewal and claims. You will lead a team ensuring customers are informed, supported, and satisfied in a HYBRID environment at our Eastern Region office.

You will work with cross-functional teams to raise satisfaction, reduce friction, and drive service excellence while handling escalations and continuous improvement initiatives.