Customer Experience Lead Specialist

Role Purpose

This position is intended for an experienced professional who can work with broad guidance and tackle issues that require analysis, sound judgment, and resolution of escalated challenges from less experienced levels.

Job Overview

The role focuses on operating several complex customer-experience and communications activities. These include defining metrics to measure customer feedback, overseeing the design of customer satisfaction surveys, analyzing survey results and recommending improvements, and preparing awareness programs and media/ digital campaign plans across different channels and formats such as events, conferences, workshops, and press releases.

The specialist will also manage social media accounts, contribute to the creation and design of content for awareness and media outputs, review website and social content regularly to ensure accuracy and timely updates, and coordinate with external service providers and stakeholders to align awareness and publishing efforts with approved policies.

Responsibilities

• Stay current with modern approaches and practices used to shape existing and future customer journeys.
• Align customer experience strategies with organizational guidance in coordination with relevant departments.
• Prepare, distribute, collect, and analyze customer satisfaction surveys to assess service quality and identify improvement opportunities.
• Support the definition of cross-department metrics for customer intelligence and feedback, and prepare ongoing reports.
• Develop a comprehensive improvement plan for customer experience based on identified weaknesses, gaps, and service shortcomings.
• Recommend quality standards for services delivered by the General Secretariat of the Zakat, Tax and Customs Committees and its branches.
• Identify ways to improve services on the organization’s electronic platform in coordination with departmental representatives.
• Work with agile teams to coordinate cross-department customer experience improvement initiatives.
• Identify external companies offering the best combination of cost and service to support awareness and institutional communication goals while reducing expenses, and follow up on their outcomes.
• Design awareness programs that strengthen public understanding of the organization’s work, the committees’ responsibilities, and the rights and obligations of stakeholders.
• Develop a publication policy in line with public regulations and policies, in coordination with relevant external bodies, and update and publish it regularly.
• Create external and internal communication methodologies aligned with policies and regulations, coordinating with relevant external entities and keeping them updated.
• Prepare and execute an annual awareness and communication plan, and provide periodic reports to senior management on performance, observations, corrective actions, and follow-up.
• Build and maintain relationships with the press and media partners to support communications plans, including preparing and publishing articles and press news.
• Create, prepare, and design content for publication through multiple awareness and media products, ensuring suitability for the intended audience and channel.
• Develop awareness materials based on planned publishing schedules and tailored to the target program, including events, conferences, workshops, and press news.
• Manage awareness campaigns and ensure they reflect the organization’s message accurately.
• Continuously publish awareness content through social media channels such as Twitter and LinkedIn, as well as the website, and handle related accounts.
• Ensure all prepared and published content is appropriate and regularly reviewed so that it complies with approved publishing policies for social media channels, including suitability for the target audience and platform type.

Requirements

• At least 4 years of experience in the field.
• Bachelor’s degree in Communications, Marketing, or Public Administration.

Additional Information

This role requires regular coordination with internal departments, external service providers, and external stakeholders. It also includes ongoing reporting, content oversight, policy alignment, and support for both awareness and customer experience improvement initiatives.