Senior Customer Journey Lead

stc; Riyadh; On-site; SAR 180,000 - 280,000; Full time

Job summary

STC in Saudi Arabia is seeking a Senior Professional to lead planning, design, and optimization of end-to-end customer journeys across sales and fulfillment channels. You will drive journey roadmaps and align initiatives with business strategies while collaborating with journey owners to build an enterprise-level journey library.

The role requires a minimum of five years in CX or journey design, with telecom experience preferred.

Qualifications

• Bachelor degree in Business Administration or Marketing.
• Minimum 5 years in customer experience or journey design.
• Experience in telecommunications preferred.
• Relevant certifications in CX or digital marketing recommended.

Responsibilities

• Lead planning, design, and optimization of customer journeys across sales and fulfillment.
• Develop journey roadmaps and oversee their continuous improvement.
• Collaborate with journey owners to maintain an enterprise-level journey library.
• Define journey KPIs and analyze performance to identify improvements.
• Coordinate cross-functional initiatives to implement journey enhancements.
• Ensure alignment with CX standards across all touchpoints.
• Maintain and update journey-related processes and documentation.
• Oversee evaluations of sales processes for customer-centricity.

Skills

Customer journey marketing strategies

Analytical and problem-solving skills

Project management and organizational

Education

Bachelor's degree in Business Administration or Marketing

Job description

STC in Saudi Arabia is seeking a Senior Professional to lead planning, design, and optimization of end-to-end customer journeys across sales and fulfillment channels. You will drive journey roadmaps and align initiatives with business strategies while collaborating with journey owners to build an enterprise-level journey library.

The role requires a minimum of five years in CX or journey design, with telecom experience preferred.