Head of Customer Journey & Experience

Position Overview

We are seeking a dedicated Head of Customer Journey & Experience to join our Customer Experience team in Al Khobar, Saudi Arabia. This leadership role focuses on developing and implementing comprehensive customer experience strategies across multiple service channels to elevate service quality and customer satisfaction.

Key Responsibilities

• Design and implement customer experience strategies across all customer service platforms.
• Lead initiatives aimed at improving the customer journey and maintaining excellence in service delivery.
• Set and oversee service standards, quality frameworks, and performance measurement systems.
• Utilize customer insights and operational data to discover areas for enhancement.
• Manage CRM governance, case handling, and processes to capture customer feedback effectively.
• Work closely with various departments to improve the complete customer experience cycle.
• Direct projects focused on customer experience and foster ongoing process improvements.
• Mentor and grow the Customer Experience team to meet organizational goals.

Required Qualifications and Skills

• Bachelor’s degree in Business Administration or related discipline.
• Advanced qualifications in Customer Experience, Operations, or Management are advantageous.
• Between 8 and 10 years of experience in Customer Service, Customer Experience, or Call Center environments.
• At least 3 to 5 years in leadership roles managing customer-facing teams.
• Proficient with CRM platforms and knowledgeable in service quality frameworks.
• Strong analytical abilities, stakeholder engagement, and decisive problem-solving skills.
• Fluency in Arabic and English with exceptional communication skills.
• A customer-centered approach combined with proven leadership and continuous improvement skills.