Location: Riyadh, Saudi Arabia
Function: Marketing / Customer Experience
We are looking for a BU’s Experience & Excellence Lead to drive customer experience and service excellence across assigned Business Units.
Key Responsibilities:
- Monitor CX performance and identify customer experience gaps and improvement opportunities.
- Analyze customer feedback, complaints, surveys, and reviews to identify recurring issues.
- Review customer journeys and service touchpoints to improve the overall customer experience.
- Translate corporate CX strategies and standards into practical initiatives across Business Units.
- Lead CX improvement initiatives and monitor their implementation and impact.
- Collaborate with operational teams and BU stakeholders to promote customer-centric practices.
- Prepare performance reports, insights, and recommendations to support continuous improvement.
Requirements:
- Bachelor’s degree in Business Administration, Marketing, Hospitality, Operations, or a related field.
- 3–5 years of relevant experience in Customer Experience, Customer Service, Service Quality, Operations, or a related field.
- Practical experience in Customer Journey Mapping, Voice of Customer (VoC), and CX performance monitoring.
- Strong analytical, reporting, communication, and stakeholder management skills.
- Experience working across multiple Business Units or customer-facing locations is an advantage.
- Strong written and verbal English communication skills.
