Manager – Customer Experience Support

Arthur Lawrence; Riyadh; On-site; SAR 120,000 - 150,000; Full time

Job summary

A leading consulting firm in Riyadh is seeking a Manager for Customer Experience Support. The ideal candidate will have extensive experience in digital banking and IT infrastructure, coupled with strong problem management skills. This role requires fluency in Arabic and English, as well as ITIL 4 certification. Join a dynamic team focused on delivering exceptional support and solutions in the banking sector.

Qualifications

• 10+ years in digital banking platform support.
• Expertise in IT infrastructure and operations.
• ITIL 4 certification required.

Responsibilities

• Manage customer experience support for banking applications.
• Oversee IT infrastructure and compliance systems.
• Ensure business continuity planning.

Skills

Digital Banking

IT Infrastructure

Networking

Incident Management

Problem Management

SRE Practices

Backup and Recovery

SLA Monitoring

Risk and Compliance

Business Continuity Planning

Fluency in Arabic

Fluency in English

Education

Bachelor’s degree in IT

Tools

CRM Platforms

Agile

Scrum

Job description

Arthur Lawrence is urgently looking for a Manager – Customer Experience Support for a client in Riyadh, KSA. Review the job requirements below. Immediate applications will help us place you successfully.

Must-Have:

1. 10+ years of experience in digital banking platform support and operations.
2. Proven expertise in IT infrastructure, including networking (LAN/WAN, firewalls, switches/routers), middleware integration, incident/problem management, SRE practices, backup/recovery, and SLA monitoring.
3. Hands-on experience in the banking sector, particularly with banking applications infrastructure, risk/compliance system support, and business continuity planning.
4. ITIL 4 certification, fluency in Arabic and English, and a strong understanding of SAMA, NIST, IFRS, and ITIL standards.

Nice to Have:

1. Bachelor’s degree in IT or a related field.
2. 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 enable 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 the 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 in America.
• Named one of the top ten fastest growing businesses in Houston in 2016.
• Ranked 25th in the HBJ's Fast 100 Private Companies Award in 2017.

Our Seven Pillars:

We rely on seven core values that 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 values, we have achieved success beyond all documented forecasts and expectations.