Manager Customer Experience

About the Role

Banque Saudi Fransi (BSF) is a major financial institution that combines Saudi leadership with global standards. The bank describes its approach as going beyond traditional banking to support ambition, encourage growth, and create enduring impact. This role sits within a team focused on advancing progress for individuals, businesses, and the wider community.

About BSF

BSF positions itself around strong values that guide how it works with people, customers, shareholders, and society. The culture emphasizes honesty, teamwork, simplicity, ambition, and fast decision-making.

• Putting the needs of people, customers, shareholders, and society ahead of personal interests.
• Being straightforward and honest, even when it creates short-term discomfort.
• Prioritizing collective ideas and expertise over individual ego.
• Keeping processes simple and enabling employees to succeed with minimal friction.
• Striving to lead in the minds and hearts of customers, people, and shareholders.
• Thinking with a long-term view while acting quickly and decisively.

What You Will Do

The Manager Customer Experience will lead customer experience insights, reporting, and cross-bank execution in Riyadh. The role is responsible for developing dashboards, analyzing customer and operational data, coordinating market research and mystery shopping, and supporting the delivery of CX initiatives across banking channels and business lines.

• Own customer experience insight reporting, including internal KPI tracking and external customer feedback.
• Develop and maintain CX dashboards for different organizational audiences.
• Run ad hoc analysis and research to highlight customer satisfaction trends and operational insights.
• Create dashboards and analyses from the ground up using data analytics tools and methods.
• Lead market research and mystery shopping initiatives across personal and wholesale banking.
• Design surveys and questionnaires for different customer groups and personas.
• Act as the main contact for CX Champions across the bank and support their execution of responsibilities.
• Work with business lines to shape initiatives that improve customer experience and support closed-loop feedback processes such as huddles, callbacks, and escalations.
• Maintain consistency and quality across dashboards, research, and CX reporting.
• Track CX change initiatives and ensure delivery across the bank.
• Monitor CX improvement actions across all banking channels.
• Keep initiatives on schedule, remove blockers, or escalate issues to the CX Committee when needed.
• Present progress updates in CX forums and report status to senior leadership.
• Coordinate health checks for the CX program and ongoing initiatives.
• Measure business line progress against CX targets, success measures, and advocacy outcomes.
• Support inner-loop and outer-loop processes with consistent follow-up and escalation handling.
• Review callback reports and assist with huddles and coaching as required.
• Drive cross-functional collaboration and help resolve roadblocks.
• Oversee development of the global CX training program.
• Create training and motivational initiatives that strengthen customer advocacy among employees.
• Work with HR to incorporate NPS into onboarding training.
• Share bank goals, CX news, and success stories related to NPS.
• Support front-line teams in effective closed-loop feedback management and recognition of CX champions.
• Partner with business line leaders to identify and meet professional development needs.
• Deliver tailored CX training for branch teams.
• Distribute CX-related memos and updates based on team input.
• Lead and manage the team’s operations, motivation, and performance.

Qualifications and Experience

The role requires a bachelor’s degree in business administration or a similar administrative discipline, along with at least five years of experience in a comparable banking-related position. Prior banking experience is considered helpful but is not mandatory.

Skills and Knowledge

The ideal candidate should bring strong customer experience knowledge, data analysis capability, communication strength, and the ability to manage multiple initiatives at once. The role also requires fluency in English, with Arabic seen as a strong advantage.

• Solid understanding of customer experience strategy and objectives
• Ability to manage multiple programs and projects with strong organization
• Clear and persuasive communication skills
• Strong analytical thinking and a data-led mindset
• Good business judgment and the ability to prioritize competing demands
• Planning and coordination skills
• Customer-focused mindset with a commitment to service quality
• High integrity and professional conduct
• Collaborative working style
• Strong work ethic and drive to deliver customer outcomes
• Advanced reporting and visualization knowledge using Tableau and Power BI
• Experience with VOC tools, Excel, SPSS, and related software

Additional Information

This opportunity is based in Riyadh, Saudi Arabia. The role is full-time and onsite. No salary, stipend, number of vacancies, or start date has been specified.

Application Note

Applicants are encouraged to move forward if they are motivated to shape customer experience outcomes and contribute to a high-performing banking environment.