| Job Location | Riyadh, Saudi Arabia |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Other Business Support Services |
| Functional Area | Not Mentioned |
Customer Experience Sr. SpecialistCooperate with various company stakeholders (Product & Customer Support in particular, but also UX, Product Management, Brand, Global Communication etc.) and the CX Manager in order to build a voice of customer platform.Work with all available customer feedback data, identify the top burning customers? issues, suggest improvements, fixes & other recommendations to the CX task force audience;Participate in re-designing of customer-facing surveys across the customer journey in order to maximize the response rates and relevant feedback volumes which will serve as a base for improvements suggestions;Execute mystery shopping activities for the targeted branches across the kingdom regions to improve the customers? journey within SPL branches.Participate in focus group sessions with SPL customers in order to see their pain points and what are the recommendations to enrich their experience.Master the CX analytics tools & continuously bringing improvements suggestions for respective teams on how to gain the best-added value;Work across the organization, help to break down data silos and develop customer journey based (in cooperation with experience or service designers), multi-channel (front office data, surveys, social media, ticketing ? helpdesk data etc.) insights. By bringing the insights & assisting / advising / cooperating with other cross-company teams, the Customer Experience Lead has a direct impact on CX metrics (improvement);Report to the Manager of CX Journey and functions as her full back up (meetings + any other agenda) during her absence, incl. the decision-making duties.Work on the day to day operations of a front line support team, including scheduling, training, knowledge management, etc.Collaborate with other CX leads and cross-functional partners (e.g., product, engineering and design) to iterate on internal toolingSkillsCustomer FocusCollaboratesInstil TrustDrives ResultsJob Location Riyadh, Saudi Arabia Job Role Other Years of Experience Min: 2 Residence Location Riyadh, Saudi Arabia
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