Senior Customer Journey Manager

Saudi Telecom Company; Saudi Arabia; On-site; SAR 180,000 - 240,000; Full time

Job summary

Saudi Telecom Company is seeking a Sr Professional to lead the planning, design, and optimization of customer journeys across sales and fulfillment channels. You will oversee journey roadmaps, evaluate process effectiveness, and implement journey innovations in alignment with business strategies.

The role requires strong analytical skills, project management, and experience in customer experience within telecommunications.

Qualifications

• Minimum 5 years in customer journey design or related field.
• Experience in telecommunications preferred.
• Knowledge of customer journey marketing strategies.

Responsibilities

• Lead the development of strategic customer journey experiences for sales and fulfillment phases.
• Oversee the creation and ongoing enhancement of journey design roadmaps aligned with strategic business objectives.
• Design, evaluate and refine end-to-end sales and fulfillment journeys for business customers.
• Collaborate with journey owners to build integrated frameworks and enterprise-wide journey library.
• Assess and approve major sales processes to align with customer-centric standards.
• Define journey KPIs and apply analytics to measure experience quality and efficiency.
• Manage the policy framework and documentation related to journey design.
• Maintain and update all journey-related processes and documentation.

Job description

Saudi Telecom Company is seeking a Sr Professional to lead the planning, design, and optimization of customer journeys across sales and fulfillment channels. You will oversee journey roadmaps, evaluate process effectiveness, and implement journey innovations in alignment with business strategies.

The role requires strong analytical skills, project management, and experience in customer experience within telecommunications.