Customer Experience Lead Specialist📣 Job Ad

About the Role

The Zakat, Tax and Customs Authority is looking for an experienced specialist to fill the position of "Customer Experience Specialist Lead". This role focuses on improving the customer experience by analyzing challenges, developing solutions, and overseeing awareness and communication initiatives.

Role Responsibilities

The incumbent is responsible for finding solutions to challenges that require analysis to understand and address issues escalated from less experienced levels. Complex operational activities include:

• Identifying indicators to measure customer feedback and overseeing the design of satisfaction surveys.
• Analyzing customer satisfaction surveys and providing necessary recommendations.
• Preparing awareness programs and media and digital campaign plans, including events, conferences, workshops, and press releases.
• Managing social media accounts and overseeing the preparation and design of content for publication.
• Periodically reviewing the integrity of content published on the website and social media accounts to ensure it is up-to-date and appropriate.
• Coordinating with external service providers and stakeholders to unify efforts in awareness and publication.
• Keeping abreast of modern trends and practices to prepare current and future customer journey perspectives.
• Aligning strategies with customer experience guidelines in coordination with relevant departments.
• Providing support in defining cross-departmental metrics to measure customer intelligence and preparing related reports.
• Preparing a comprehensive plan to improve customer experience based on the analysis of weaknesses and gaps.
• Recommending quality standards for services provided by the General Secretariat of Zakat, Tax, and Customs Committees and their branches.
• Identifying methods for updating services through the electronic platform in coordination with department representatives.
• Working with agile teams to coordinate cross-departmental customer experience improvement initiatives.
• Identifying external companies that offer the best prices and services to meet awareness and corporate communication objectives.
• Preparing awareness programs to increase public awareness of the Secretariat's work and tasks, and the rights and obligations of stakeholders.
• Developing and preparing the publication policy and external/internal communication methodologies, and working to update and publish them periodically.
• Preparing and implementing an annual awareness and communication plan and submitting periodic reports on performance levels.
• Maintaining relationships with the press and media partners to prepare and publish articles and press releases.
• Building and designing awareness products according to targeted publication plans.
• Spreading awareness through social media accounts and the website in a continuous manner.
• Ensuring the appropriateness of published and prepared content for publication and periodic review to ensure compliance with approved publication policies.

Qualifications and Job Requirements

• Bachelor's degree in Communications, Marketing, or Public Administration.
• At least 4 years of experience in the field.