Customer Experience Unit Manager📣 Job Ad

About the Role

Mawhiba is seeking a Customer Experience Unit Manager to lead and develop the organization's customer experience function. This role is critical for enhancing customer journeys, driving satisfaction, and ensuring a consistent customer experience across all touchpoints. The Customer Experience Unit Manager will serve as the voice of the customer, providing feedback, insights, and analysis to support service improvement decisions and strategic initiatives.

Key Responsibilities

• Lead and develop the customer experience function by improving customer journeys, enhancing satisfaction, and ensuring a consistent customer experience across all touchpoints.
• Represent the voice of the customer within the organization and support service improvement decisions through feedback, complaints, surveys, and performance insights.
• Design comprehensive customer journey maps for various customer segments.
• Analyze customer touchpoints across all channels to identify opportunities for enhancement and improvement.
• Develop and implement unified customer experience standards and guidelines to ensure consistency.
• Identify customer experience gaps and collaborate with relevant departments to implement effective solutions.
• Conduct customer satisfaction surveys, including Net Promoter Score (NPS) and other feedback mechanisms.
• Analyze customer feedback, complaints, and observations to pinpoint service challenges and areas for development.
• Prepare detailed Customer Experience (CX) reports, identifying trends, insights, and key performance indicators.
• Provide strategic recommendations to enhance service quality and elevate overall customer satisfaction.
• Lead and manage customer experience improvement initiatives in collaboration with internal stakeholders.
• Support the standardization of service practices across the entire organization.
• Foster and promote a customer-first culture throughout the organization.
• Train and provide ongoing support to frontline employees on best practices in customer service and positive customer interaction.
• Lead, guide, and mentor the customer experience team, fostering a high-performance environment.
• Set clear performance objectives for the team, provide necessary support, and monitor team performance against goals.
• Align team activities and performance with the organization's values and strategic objectives.

Qualifications and Requirements

• Bachelor's degree in Public Relations, Corporate Communication, Business Administration, or a closely related field.
• A minimum of 7 years of total professional experience.
• At least 4 years of dedicated experience in Customer Experience roles.
• A minimum of 2 years of experience in a leadership or management position.
• Demonstrated strong experience in customer journey mapping, touchpoint analysis, NPS implementation and analysis, customer surveys, complaints analysis, CX reporting, and service improvement strategies.

Required Skills

• Customer Journey Mapping
• Touchpoint Analysis
• Net Promoter Score (NPS)
• Customer Surveys and Feedback Analysis
• Complaints Analysis and Resolution
• Customer Experience (CX) Reporting
• Service Improvement Strategies
• Leadership and Team Management
• Customer Experience Design
• Customer Satisfaction Measurement and Enhancement
• Performance Analysis

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. The role requires a leader with over 10 years of experience in relevant fields, including significant experience in customer experience and leadership.