Director of Customer Experience

Overview

A prominent semi-government organization in Saudi Arabia, headquartered in Riyadh, is hiring experienced professionals to strengthen its expanding team. The entity contributes to national development efforts and supports long-term progress across important sectors.

This opportunity is suited to professionals who want to build a career in an organization focused on sustainability, innovation, and high standards of performance.

The Director of Customer Experience will shape and execute initiatives that improve investor engagement and the broader stakeholder journey. The position supports investors and government stakeholders, identifies opportunities to add value through services, and helps deliver sustainable growth through an exceptional customer experience.

Customer Journey and Process Improvement

• Study and refine the full investor journey, including interactions with government bodies, to identify important contact points that can improve the overall experience.
• Create and deploy approaches that simplify workflows, remove friction, and deliver a uniform experience throughout the investor lifecycle.
• Set customer experience service-level expectations and track performance indicators together with the Planning & Performance team.

Customer Service Center Leadership

• Manage the Customer Service Center to ensure enquiries, concerns, and feedback are addressed quickly, accurately, and effectively.
• Supervise the correct assessment and transfer of issues to the appropriate Level 1 and Level 2 support teams.
• Put service benchmarks in place and maintain them to provide a prompt, reliable, and positive experience for investors, citizens, and government or legal entities.

Customer Engagement and Relationship Management

• Develop proactive engagement plans across multiple channels to build stronger relationships with investors and government stakeholders.
• Use customized communication and structured feedback loops to support lasting engagement and retention.
• Serve as the main relationship owner for key investor accounts.

Account Management and Regulatory Coordination

• Guide investors through licensing and application stages while acting as the primary link between investors and the relevant regulatory and compliance teams.
• Make sure required declarations are collected, follow up on unpaid dues or penalties, and keep investors updated on compliance matters.
• Improve awareness of regulatory obligations, policy changes, and application-specific guidance among investors.

Qualifications and Experience

• A bachelor’s degree in Business Administration, Marketing, Public Relations, or a closely related field is mandatory.
• A master’s degree, preferably an MBA or an advanced qualification in Strategy or Customer Experience Management, is strongly preferred.
• At least 11 years of experience in Customer Experience, Account Management, or Business Development is required, including a minimum of 5 years in a senior leadership position.

Additional Information

The role is based in Riyadh, Saudi Arabia, and is intended for a full-time, onsite professional.