Customer Experience Lead Expert

Job PurposeCustomer Experience Lead ExpertJobholders at this level may be regarded as a source of expertise and are responsible for developing frameworks, policies and operational plans. They also analyze complex issues, understand business needs, bring together multiple concepts and translate them into tangible actions and support to enhance performance of the function.Roles And Responsibilities Key Accountability Areas Key Activities Customer Experience Initiatives, Procedures and Guidelines Develop customer service guidelines to ensure all procedures are standardized and uniform across all areas and guarantee customers’ satisfaction Develop and prepare customer experience initiatives and events to tackle customer experience highlighted gaps and ensure customer satisfaction of ZATCA’s services Develop awareness materials related to customer experience such as brochures and trainings, provide support to relevant functions during implementation, and update data base based on new trends in the field Surveys and Mystery Shopping Prepare Mystery Shopping schedules and customer satisfaction surveys to assess the customer experience throughout the journey, highlight needs and ensure continuous improvement of customer experience Receive and filter raw data from customer satisfaction surveys and scheduled mystery shopping and update data base for future references Conduct detailed analysis based on the filtered data, document findings and results to ensure proper interpretation of results Identify gaps based on reports findings, report back improvement areas, and dispatch developed reports to relevant stakeholders KPIs and SLAs Coordinate with Monitoring and Quality Control and Complaints Management functions and provide support and enablers when needed to enhance customer experience skills Receive, document, and review Complaints Management KPIs, and SLAs to ensure proper interpretation of customers’ needs and expectations, highlight improvement areas, and suggest corrective actions Assess Complaints Management KPIs and dispatched reports, develop corrective and improvement plans, and ensure integration in customer experience strategy and objectives Develop periodical reports highlighting updated customer experience guidelines, survey and mystery shopping findings, areas of improvements, and dispatch to relevant stakeholders Organization and Operations Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner Escalate complex problems to the relevant person to ensure cases/issues are closed properly Perform other duties as requested Job Qualifications And Requirements Job Title Knowledge And Experience Education and Certifications Customer Experience Lead ExpertA minimum of 6 years of relevant experienceBachelor’s degree in Business Administration or equivalentMaster’s degree in Business Administration, or equivalent is preferred