Vice President of Experience

WEbook, Inc.; Riyadh; On-site; SAR 480,000 - 780,000; Full time

Job summary

webook, Inc. seeks a Vice President of Experience to lead the strategy and execution of exceptional customer experiences across all touchpoints.

This role drives innovation, aligns cross-functional teams, and enhances user satisfaction to position the company as a customer-centric digital leader. Responsibilities include strategic leadership, team management, and developing experience-related budgets, while championing voice-of-customer programs and Journey mapping across SaaS and ecommerce

Qualifications

• 10+ years in customer experience or related field.
• 5+ years of executive leadership managing cross-functional teams.
• Proven track record implementing experience excellence strategies in digital products.
• Experience with experience measurement tools and methodologies.
• Strong background in user research, journey mapping, and service design.
• Deep understanding of omni-channel digital platforms, SaaS and ecommerce.

Responsibilities

• Lead the overall customer experience strategy and vision across touchpoints.
• Drive experience transformation initiatives and align cross-functional teams.
• Build and maintain relationships with key stakeholders and budgets.
• Lead teams of designers, researchers, and journey specialists.
• Create unified experience framework and track KPIs across platforms.
• Collaborate with Product, Engineering, Marketing, and Operations.

Skills

Executive leadership

CX strategy

Cross-functional leadership

Stakeholder mgmt

Data analytics

User research

Journey mapping

Agile design thinking

Education

Bachelor's degree

Master's degree

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.comis 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 Overview

TheVice President of Experiencewill 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 Leadership

• Drive the overall customer experience strategy and vision across all touchpoints
• Lead experience transformation initiatives across the organization
• Build and maintain relationships with key stakeholders
• Develop and manage experience-related budgets and resources
• Stay current with industry trends and best practices

Team Management

• Lead and develop teams of designers, researchers, and journey specialists
• Build, lead and scale customer support teams across multiple channels
• Create and maintain customer service training programs
• Develop and oversee customer research initiatives

Experience Framework & Standards

• Create and maintain a unified experience framework
• Establish and track key experience metrics and KPIs
• Create and maintain experience guidelines across platforms
• Drive personalization strategies
• Champion voice-of-customer programs

Customer Support Operations

• Develop and manage customer care strategies
• Establish customer service standards and policies
• Monitor and improve customer satisfaction metrics
• Create and maintain support documentation
• Lead support innovation initiatives

Technical Implementation

Support Tools & Technologies

• Design and deploy AI-powered chatbot solutions
• Implement automated ticket routing systems
• Develop self-service knowledge bases
• Integrate omnichannel support platforms
• Optimize CRM and help desk systems

Advanced Support Technologies

• Create conversational AI strategies
• Deploy intelligent virtual assistants
• Implement sentiment analysis tools
• Develop proactive support mechanisms
• Integrate support analytics systems

Journey Mapping Expertise

• Map and maintain B2B and B2C journey maps
• Optimize touchpoints across customer journeys
• Conduct multi-stakeholder journey orchestration
• Implement journey analytics frameworks
• Create experience flows and service blueprints

Cross-functional Collaboration

• Partner with Product, Engineering, Marketing, and Operations
• Align experience strategy with business objectives
• Implement feedback loops across organization
• Translate journey maps into business improvements

• 10+ years of experience in customer experience, user experience, or related field
• 5+ years of executive leadership experience managing cross-functional teams
• Proven track record of implementing successful experience excellence strategies in digital products
• Experience with experience measurement tools and methodologies
• Strong background in user research, journey mapping, and service design
• Deep understanding of omni-channel digital platforms, particularly in SaaS and ecommerce
• Experience with experience optimization and personalization technologies
• Strong analytical skills with ability to translate data into actionable insights
• Excellence in stakeholder management and executive communication
• Track record of building and scaling experience teams
• Bachelor's degree required, Master's preferred in relevant field
• Experience in highly regulated industries is a plus
• Demonstrated success in driving organizational change
• Strong presentation and public speaking abilities
• Experience with agile methodologies and design thinking approaches