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Head of Customer Experience (CX) - Riyadh

Negotiable
  • Amazing opportunity to work for one of the fastest growing financial services startups in KSA
  • Diverse environment within a well segmented innovation driven organisation on a steep growth curve

Key responsibilities include:

  • The Head of Customer Experience (CX) will be responsible for developing a comprehensive CX vision, framework and strategy across entire product and consumer lifecycles whilst integrating new age digital customer initiatives
  • Responsible for the end to end delivery of customer interactions at highest CX standards
  • Work in a highly cross functional environment whilst collaborating with multiple segments such as Marketing, Sales, Development, Product to integrate and execute the right processes, technology and people to deliver an optimal customer experience and lay foundations for innovation
  • Implement a function that will upscale CX and enable meeting of organization goals
  • Execute quality driven sub-functions to ensure promised customer experience across all engagement
  • Ensure implementation of technology to be a core foundation and driver of innovation in Customer Service Experience
  • Collect and scrutinize customer feedback and analytics to ensure continuous improvement in service
  • Oversee all day to day operations of the solution center
  • Take full ownership of the customer value chain whilst ensuring continuous alignment of processes and strategies
  • Champion responsive improvements to downstream as well as upstream CX processes
  • Lead in the ownership and use of actionable customer data to drive impactful decision
  • Deliver excellent Business-to-customer (B2C) experiences whilst setting industry standards and best practices.

What the ideal candidate will have:

  • Over 10+ years within Customer Experience functions from a Startup, Telcom, Banking, Fintech or E-commerce background
  • Strong leadership capability within a highly Agile environment
  • Strong track record of improving customer outcomes and ensuring successful delivery of change initiatives
  • Strong experience in Customer Service or Customer Delivery background within managerial capacity
  • Familiarity with Design Thinking
  • Creative problem solving and strategic thinking abilities
  • Bachelor’s/Master’s degree in a relevant field

McGregor Boyall is an equal opportunity employer and do not discriminate on any grounds.

 

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