Senior CX Process Lead — AI-Driven Service Design

Keeta; Riyadh; Vor Ort; SAR 240.000 - 360.000; Vollzeit

Zusammenfassung

Keeta, the international subsidiary of Meituan, is shaping the customer experience in Saudi Arabia by mapping end-to-end journeys across app, web, and support channels for customers, merchants and riders. You will design the full service journey from AI-enabled customer service to manual support, including routing, risk controls, decision trees and frontline workflows.

With 5–8 years in CX/process improvement in fast-moving environments, you will analyze data, run pilots, and collaborate across

Qualifikationen

• Bachelor's degree in Industrial Engineering, Business, Operations, Data Analytics, or related field.
• Master's degree preferred.
• 5–8 years of experience in process improvement, service design, operations, or CX in high-volume, tech-enabled environments.
• Fluency in Chinese and English, written and spoken; Arabic is a plus.
• Strong data analysis skills; experience with SQL and BI tools is a strong plus.

Aufgaben

• Map end-to-end customer journeys across app, web, and support channels for KSA, covering user, merchant, and rider perspectives.
• Design the full service journey from AI customer service to manual support, including service routing, layering, risk control, decision trees, macros, and workflows for frontline teams.
• Analyze service data, contact reasons, refund/compensation data, and customer voice to identify root causes and prioritize improvements.
• Run pilots and A/B tests on new processes and AI-enabled flows; measure impact on CX metrics and financial metrics, then scale what works.
• Partner with Customer Support, Operations, Product, Tech, Fraud/Risk, Finance, and Marketing to implement process improvements, and work with BPO partners on implementation and enablement.

Jobbeschreibung

Keeta, the international subsidiary of Meituan, is shaping the customer experience in Saudi Arabia by mapping end-to-end journeys across app, web, and support channels for customers, merchants and riders. You will design the full service journey from AI-enabled customer service to manual support, including routing, risk controls, decision trees and frontline workflows.

With 5–8 years in CX/process improvement in fast-moving environments, you will analyze data, run pilots, and collaborate across