Customer Experience Specialist📣 Job Ad

About the Customer Experience Improvement Specialist Role

Al-Rossais Real Estate is seeking a Customer Experience Improvement Specialist to join their team in Riyadh. This full-time position focuses on driving continuous improvement initiatives to enhance the customer journey and overall customer satisfaction across the organization. The role requires a proactive approach to identifying and resolving customer-related issues, aiming for measurable improvements in service delivery and customer engagement.

Key Responsibilities

• Conduct comprehensive analysis of the end-to-end customer journey, identifying all touchpoints and pinpointing customer pain points at each stage.
• Gather insights through customer and employee interviews to understand the root causes of identified issues.
• Analyze customer feedback and complaints received through various communication channels.
• Regularly review operational processes and customer-facing procedures to identify causes of delays, complexity, recurring issues, and service gaps.
• Analyze operational and customer data to identify trends and recurring problems, prioritizing improvement opportunities based on customer impact and business value.
• Propose data-driven customer experience improvement initiatives, preparing business cases that outline the problem, root cause, proposed solution, expected impact, and implementation plan.
• Lead the implementation of approved initiatives in coordination with relevant departments, monitoring progress until objectives are achieved.
• Simplify customer-facing processes, reduce unnecessary steps, improve service turnaround times, and eliminate non-value-added activities to enhance operational efficiency.
• Develop and optimize operational procedures and service workflows to improve the customer experience.
• Evaluate the customer experience across digital platforms including the company website, self-service portal, and WhatsApp, recommending UI/UX improvements.
• Participate in the development of digital services to ensure a seamless and user-friendly customer experience.
• Prepare periodic reports detailing customer experience issues and improvement opportunities, measuring and reporting the impact of completed initiatives to management.
• Monitor customer experience metrics and provide ongoing recommendations for continuous improvement.

Qualifications and Experience

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 2-5 years of experience in customer experience improvement.
• Previous experience in real estate development, property management, or the real estate industry is preferred.
• Excellent verbal and written communication skills in both Arabic and English.