Customer Experience Senior Expert📣 Job Ad

About the Customer Experience Senior Expert Role

stc is seeking a Customer Experience Senior Expert to join their team in Riyadh. This full-time position requires 5-10 years of experience and focuses on enhancing customer satisfaction and service quality across the company's specialized services.

Role Overview and Objectives

The Customer Experience Senior Expert will play a key role in supporting the implementation of customer experience frameworks and initiatives. This involves actively monitoring CX performance, analyzing customer insights, and coordinating improvement efforts with Commercial and Technology sectors to elevate overall customer satisfaction and service quality.

Key Responsibilities

• Support the implementation of customer experience measurement frameworks and tools to monitor service quality and customer satisfaction across specialized services.
• Develop and monitor Customer Experience Index (CEI) metrics, targets, and reporting dashboards in alignment with corporate performance objectives.
• Analyze customer experience data, surveys, and service feedback to identify improvement opportunities across specialized services.
• Support the design and improvement of customer journeys to ensure seamless and user-friendly interactions across service touchpoints.
• Establish and manage customer feedback mechanisms to capture real-time insights on customer concerns and service performance.
• Conduct root-cause analysis of customer experience issues and coordinate with Commercial and Technology stakeholders to support corrective actions.
• Prepare periodic customer experience performance reports highlighting trends, insights, and improvement opportunities.
• Support initiatives aimed at enhancing overall customer satisfaction and service quality across specialized mission-critical and business-critical services.
• Collaborate with internal stakeholders to translate customer insights into operational improvements and service enhancements.
• Ensure alignment of customer experience initiatives with corporate strategy and customer-centric service standards.

Qualifications and Experience

This role requires a professional with 5 to 10 years of experience in customer experience management or a related field. The ideal candidate will have a strong understanding of customer experience frameworks, metrics, and analysis techniques.

Work Location and Type

The position is based in Riyadh and is a full-time engagement.