Senior CX & Institutional Excellence Strategist

Procurement Hub; Riyadh; On-site; SAR 170,000 - 260,000; Full time

Job summary

Procurement Hub in Riyadh is seeking a Senior Institutional Strategy & Excellence Specialist to measure customer satisfaction across projects and digital platforms and support improvement initiatives.

The role contributes to strategic planning, performance reporting, and quality governance with strong Excel and Power BI skills and fluency in Arabic and English.

An ideal candidate has 5–7 years in consulting or professional services and relevant certifications.

Qualifications

• Experience in CSAT and NPS measurement across projects and platforms.
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Responsibilities

• Independently conduct customer satisfaction measurements during and at the completion of projects and for digital platform users.
• Design and manage customer surveys, interviews, and feedback sessions, and analyze CSAT/NPS results.
• Identify recurring customer satisfaction issues and coordinate improvement plans with relevant departments.
• Support strategic planning, operational planning, market analysis, and institutional performance reporting.
• Collect and validate performance data and contribute to monthly and quarterly institutional performance reports.
• Coordinate the Quality Committee for strategic project deliverables, including scheduling, documentation, minutes, and follow-up of recommendations.
• Measure compliance with organizational policies, procedures, and Service Level Agreements (SLAs), and track corrective actions.
• Support institutional quality, excellence, maturity assessment, accreditation, and process improvement initiatives.
• Maintain accurate records, dashboards, reports, and documentation related to customer satisfaction, performance, quality, and compliance.

Skills

Analytical skills

Reporting skills

Communication

Stakeholder management

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Statistics

Bachelor’s degree in Industrial Engineering

Master’s degree preferred

CCXP certification

Lean Six Sigma

ISO 9001 Lead Auditor

Tools

Excel

Power BI

Job description

Procurement Hub in Riyadh is seeking a Senior Institutional Strategy & Excellence Specialist to measure customer satisfaction across projects and digital platforms and support improvement initiatives.

The role contributes to strategic planning, performance reporting, and quality governance with strong Excel and Power BI skills and fluency in Arabic and English.

An ideal candidate has 5–7 years in consulting or professional services and relevant certifications.