Customer Journey Assistant Manager

About the Role

stc is seeking a Customer Journey Assistant Manager to join their team in Riyadh, Saudi Arabia. This full-time role is responsible for leading the planning, design, and optimization of customer journeys across sales and fulfillment channels to enhance the overall customer experience. The role holder will oversee journey roadmaps, evaluate process effectiveness, and implement journey innovations in alignment with business strategies, adhering to stipulated business policies and procedures.

Key Responsibilities

• Lead the development of strategic customer journey experiences for sales and fulfillment phases.
• Oversee the creation and ongoing enhancement of journey design roadmaps aligned with strategic business objectives.
• Design, evaluate, and continuously refine end-to-end sales and fulfillment journeys for business customers.
• Collaborate with relevant journey owners to build integrated frameworks and maintain an enterprise-level journey library.
• Assess and approve major sales processes to ensure alignment with customer-centric experience standards.
• Conduct journey performance evaluations and identify optimization opportunities across touchpoints.
• Drive cross-functional initiatives to implement enhancements and innovation within the journey framework.
• Support the experience-related design of sales initiatives raised by business units, ensuring consistency with journey design principles.
• Define journey-related KPIs and apply analytics to measure experience quality and operational efficiency.
• Manage the policy framework and documentation related to journey design, ensuring alignment with evolving business needs.
• Define and monitor KPIs for journey performance and propose actionable insights.
• Maintain and update all journey-related processes and documentation.

Experience and Qualifications

Candidates should possess 5-10 years of relevant experience in customer journey design, optimization, or a related field. The role requires a strong understanding of sales and fulfillment processes and the ability to drive customer experience enhancements.

Location

This position is based in Riyadh, Riyadh, Saudi Arabia.