Vice President of Experience

Webook; Riyadh; On-site; SAR 600,000 - 900,000; Full time

Job summary

Webook, Saudi Arabia's leading event ticketing and experience platform, seeks a Vice President of Experience to shape and execute our customer experience strategy across all touchpoints. You will drive transformation, lead designers and researchers, and align teams to deliver exceptional digital journeys for clients and partners.

You will manage experience initiatives, mentor senior teams, and champion voice-of-customer programs while partnering with Product, Engineering, Marketing and

Qualifications

• 10+ years in customer or user experience or related field.
• 5+ years in executive leadership managing cross-functional teams.
• Proven track record with digital products and experience-excellence strategies.
• Experience with experience measurement tools and methodologies.
• Strong stakeholder management and executive communication.
• Bachelor's degree required; Master's preferred in a relevant field.
• Experience in regulated industries is a plus.
• Experience with agile methodologies and design thinking.

Responsibilities

• Drive the overall customer experience strategy across touchpoints.
• Lead experience transformation initiatives across the organization.
• Build and maintain relationships with key stakeholders.
• Develop and manage experience-related budgets and resources.
• Map and optimize B2B and B2C journeys across platforms.
• Collaborate with Product, Engineering, Marketing and Operations.

Skills

Leadership

Customer experience

UX

Strategy

Stakeholder management

Public speaking

Agile methodologies

Design thinking

Data analysis

Cross-functional collaboration

Education

Bachelor's degree

Master's degree

Tools

CRM systems

AI-powered chatbots

Journey mapping tools

Job description

Do you want to love what you do at work Do you want to make a difference an impact transform peoples lives Do you want to work with a team that believes in disrupting the normal boring and average If yes then this is the job you re looking for webook com is Saudi s 1 event ticketing and experience booking platforms in terms of technology features agility revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales

Position OverviewThe Vice President of Experience will lead the strategy and execution of exceptional customer experiences across all touchpoints driving innovation aligning cross-functional teams and enhancing user satisfaction to solidify the company s position as a customer-centric digital leader

Key Responsibilities

Strategic LeadershipDrive the overall customer experience strategy and vision across all touchpointsLead experience transformation initiatives across the organizationBuild and maintain relationships with key stakeholdersDevelop and manage experience-related budgets and resourcesStay current with industry trends and best practices

Team Management

Lead and develop teams of designers researchers and journey specialistsBuild lead and scale customer support teams across multiple channelsCreate and maintain customer service training programsDevelop and oversee customer research initiatives

Experience Framework amp Standards

Create and maintain a unified experience frameworkEstablish and track key experience metrics and KPIsCreate and maintain experience guidelines across platformsDrive personalization strategiesChampion voice-of-customer programs

Customer Support Operations

Develop and manage customer care strategiesEstablish customer service standards and policiesMonitor and improve customer satisfaction metricsCreate and maintain support documentationLead support innovation initiatives

Technical Implementation Support Tools amp Technologies

Design and deploy AI-powered chatbot solutionsImplement automated ticket routing systemsDevelop self-service knowledge basesIntegrate omnichannel support platformsOptimize CRM and help desk systemsAdvanced Support TechnologiesCreate conversational AI strategiesDeploy intelligent virtual assistantsImplement sentiment analysis toolsDevelop proactive support mechanismsIntegrate support analytics systems

Journey Mapping Expertise

Map and maintain B2B and B2C journey mapsOptimize touchpoints across customer journeysConduct multi-stakeholder journey orchestrationImplement journey analytics frameworksCreate experience flows and service blueprints

Cross-functional Collaboration

Partner with Product Engineering Marketing and OperationsAlign experience strategy with business objectivesImplement feedback loops across organizationTranslate journey maps into business improvements

10+ years of experience in customer experience, user experience, or related field5+ years of executive leadership experience managing cross-functional teamsProven track record of implementing successful experience excellence strategies in digital productsExperience with experience measurement tools and methodologiesStrong background in user research, journey mapping, and service designDeep understanding of omni-channel digital platforms, particularly in SaaS and ecommerceExperience with experience optimization and personalization technologiesStrong analytical skills with ability to translate data into actionable insightsExcellence in stakeholder management and executive communicationTrack record of building and scaling experience teamsBachelor's degree required, Master's preferred in relevant fieldExperience in highly regulated industries is a plusDemonstrated success in driving organizational changeStrong presentation and public speaking abilitiesExperience with agile methodologies and design thinking approaches