وظيفة مدير وحدة تجربة العملاء لدى Mawhiba في الرياض

Job Purpose:

Lead and develop the customer experience function by improving customer journeys, enhancing satisfaction, and ensuring a consistent customer experience across all touchpoints.

The role represents the voice of the customer within the organization and supports service improvement decisions through feedback, complaints, surveys, and performance insights.

Key Responsibilities & Duties:

Customer Experience Design:

• Design customer journey maps for different customer segments.
• Analyze customer touchpoints across channels and identify improvement opportunities.
• Develop unified customer experience standards and guidelines.
• Identify customer experience gaps and coordinate with relevant departments to address them.

Customer Satisfaction and Performance:

• Conduct customer satisfaction surveys, including NPS and feedback tools.
• Analyze customer feedback, complaints, and observations to identify service challenges.
• Prepare CX reports, trends, insights, and performance indicators.
• Provide recommendations to improve service quality and customer satisfaction.
• Customer Experience Improvement:
• Lead customer experience improvement initiatives with internal stakeholders.
• Support the standardization of service practices across the organization.
• Promote a customer-first culture internally.
• Train and support frontline employees on customer service and positive customer interaction.

Leadership:

• Lead and guide the customer experience team.
• Set performance objectives, provide support, and follow up on team performance.
• Support a high-performance work environment aligned with the organization’s values.

Qualifications:

Bachelor’s degree in Public Relations, Corporate Communication, Business Administration, or a related field.

Experience:

• Minimum 7 years of total experience.
• At least 4 years of experience in Customer Experience.
• At least 2 years of experience in a leadership role.
• Strong experience in customer journey mapping, touchpoint analysis, NPS, surveys, complaints analysis, CX reporting, and service improvement.