Customer Experience Unit Manager

Job purpose

We are looking for a leader to shape and strengthen the customer experience function by improving service journeys, raising satisfaction levels, and ensuring a consistent experience across every customer touchpoint. This position serves as the customer’s advocate inside the organization and helps drive service improvements using feedback, complaints, survey findings, and operational performance data.

Key responsibilities

The role includes building customer journey maps for different audience groups, reviewing all customer touchpoints across channels, and spotting opportunities to improve the experience. You will also help define shared customer experience standards and coordinate with the relevant teams to close experience gaps.

On the customer satisfaction side, you will run satisfaction research such as NPS and other feedback tools, interpret complaints and customer comments, and turn findings into clear reports, trends, and performance indicators. Based on those insights, you will recommend ways to improve service quality and customer satisfaction.

You will also lead improvement initiatives with internal stakeholders, help standardize service practices across the organization, encourage a customer-first mindset, and train frontline employees on customer service and positive engagement.

In addition, you will guide the customer experience team, set objectives, monitor performance, provide ongoing support, and help maintain a strong, high-performing work environment aligned with organizational values.

Qualifications and experience

A bachelor’s degree in Public Relations, Corporate Communication, Business Administration, or a related discipline is required.

Candidates should have at least 7 years of overall experience, including a minimum of 4 years in Customer Experience and at least 2 years in a leadership position. Strong hands-on experience with customer journey mapping, touchpoint analysis, NPS, survey design and review, complaints analysis, CX reporting, and service improvement is expected.

Additional information

This is a full-time, on-site role based in Riyadh, Saudi Arabia.