شركة راية للتمويل تعلن عن وظيفة أخصائي تجربة العملاء في الدمام

Raya Financing Company specializes in auto financing and is licensed by the Saudi Central Bank (SAMA). Headquartered in Dammam, our services are available across the Kingdom.

Visit our website to learn more: https://rayafinancing.com/

Job Purpose:

The CX Specialist is responsible for designing, measuring, and enhancing end-to-end customer journeys across digital financing channels, ensuring seamless, compliant, and customer-centric experiences throughout the financing lifecycle.

This role focuses on optimizing journeys such as application, eligibility checks, eKYC, offer acceptance, contract signing, disbursement, repayment servicing, and collections support, while maintaining compliance with Saudi Central Bank (SAMA) requirements and internal policies.

Key Responsibilities:

1) End-to-End Financing Journey Design

• Map and optimize customer journeys across the full financing lifecycle:

o Lead generation / acquisition

o Digital application journey

o Credit decisioning

o eKYC / identity verification

o Offer presentation & acceptance

o Contract signing

o Disbursement

o Repayment & servicing

o Early settlement / closure

• Identify pain points, delays, and drop-off stages across digital and assisted channels.

• Redesign journeys to improve conversion, turnaround time, and customer satisfaction.

2) Digital Experience Optimization

• Partner with product, digital, and technology teams to enhance:

o Mobile app journeys

o Web portals

o Self-service channels

o CRM and agent-assisted journeys

o WhatsApp / chatbot flows

• Review UI/UX flows from a CX lens to ensure simplicity and clarity.

• Improve screen content, error messages, notifications, and SMS touchpoints.

3) CX Analytics & Performance Monitoring

• Monitor and report key KPIs, including:

o NPS / CSAT / CES

o Application completion rate

o Funnel conversion

o Drop-off rate

o Approval turnaround time

o STP (Straight Through Processing) rate

o Complaint trends

o Digital adoption rate

• Analyze VOC data, complaints, and operational feedback to recommend corrective actions.

4) Process Improvement & Transformation

• Lead journey transformation initiatives to improve:

o operational efficiency

o turnaround time

o digital self-service adoption

o complaint reduction

• Conduct root cause analysis on customer pain points and failed journeys.

• Support pilot launches and A/B testing for new customer flows.

Qualifications & Experience:

• Bachelor’s degree in computer science, industrial engineering, business

• CX / UX / Design Thinking certifications are preferred.

• 3–5 years in:

o Customer Experience

o Digital product / journey design

o Business process improvement

o Financial services / fintech / banking

• Strong experience in:

o digital onboarding

o financing customer journeys

o conversion funnel optimization

• Experience in auto finance, personal finance, BNPL, banking, or fintech is highly preferred

Skills & Competencies:

• Customer Journey Mapping

• Service Blueprinting

• VOC & CX measurement

• Digital funnel analysis

• Process redesign

• Stakeholder management

• Data-driven decision making

• Presentation & executive reporting

• Arabic and English communication

Preferred Tools:

• Power BI / Tableau

• Excel & PowerPoint

• Miro / Visio / Figma

• Jira / Confluence

• CRM platforms

Join Our Team at Raya Financing!

At Raya Financing, we are not just about empowering our clients with innovative financial solutions; we are also committed to creating a supportive and dynamic work environment for our employees. Our team thrives on collaboration, creativity, and a shared passion for excellence.

We offer competitive benefits, growth opportunities, and a culture that values work-life balance. Join us and be part of a company that invests in your success and well-being.

Explore current career opportunities and discover how you can contribute to shaping a brighter financial future.