Manager – Customer Experience

Arthur Lawrence; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A consulting firm is urgently hiring a Manager – Customer Experience Support in Riyadh, KSA, requiring over 10 years of experience in digital banking platform operations, with expertise in IT infrastructure and ITIL certification. Fluency in Arabic and English is essential. This role plays a crucial part in supporting clients effectively within the banking sector.

Qualifications

• 10+ years of experience in digital banking platform support and operations.
• Proven expertise in IT infrastructure, networking, middleware integration, incident management, and SLA monitoring.
• ITIL 4 certification and strong understanding of SAMA, NIST, IFRS standards.

Skills

Digital banking platform support and operations

IT infrastructure expertise

Arabic and English fluency

Education

Bachelor’s degree in IT or related field

Job description

Arthur Lawrence is urgently looking for a Manager – Customer Experience Support for a client in Riyadh, KSA. Kindly review the Job requirements below. Your immediate application will enable us to place you successfully.

Must-Have

• 10+ years of experience in digital banking platform support and operations.
• Proven expertise in IT infrastructure, including networking (LAN/WAN, firewalls, switches/routers), middleware integration, incident/problem management, SRE practices, backup/recovery, and SLA monitoring.
• Hands-on experience in the banking sector, particularly with banking applications infrastructure, risk/compliance system support, and business continuity planning.
• ITIL 4 certification, fluency in Arabic and English, and strong understanding of SAMA, NIST, IFRS, and ITIL standards.

Nice to Have

• Bachelor’s degree in IT, or related field.
• Familiarity with CRM/CX platforms such as Genesys or Twilio, and working knowledge of Agile/Scrum methodologies.

About Us

Arthur Lawrence is a management and technology consulting firm providing enterprise-wide business transformation and business applications implementation services. Our in-depth technical knowledge and broad experience of working with world-class companies enables organizations to leverage our capabilities in developing winning strategies and cost-effective solutions.

We are an UN Women Empowerment Principal Signatory and are certified from National Minority Supplier Development Council.

Acknowledgements from Industry Peers

• Winner of Entrepreneur 360 Award (2019).
• IAOP Award; Ranked in top 100 internationally.
• Arthur Lawrence ranked within the Inc 5000 twice in 2016 and 2017 as one of the fastest growing companies of America.
• Named one of the top ten fastest growing businesses in Houston in 2016.
• Ranked 25th in the HBJ Fast 100 Private Companies Award in 2017.

Our Seven Pillars

We rely on the seven core values that we believe enable us to deliver quality for our consultants and clients: Education, Integrity, Value Creation, Collaboration, Best Client, Best People and Stewardship. Through strict adherence to these core values, we have achieved success beyond all documented forecasts and anticipation.