Customer Experience Senior Expert

Job purpose

This position is responsible for driving customer experience improvements across Specialized’s services. The role focuses on tracking CX performance, interpreting customer feedback and insights, and working closely with Commercial and Technology teams to strengthen customer satisfaction and service quality.

Key responsibilities

• Help roll out customer experience measurement frameworks and tools to track service quality and satisfaction across Specialized services.
• Build and oversee Customer Experience Index (CEI) measures, targets, and reporting dashboards that support corporate performance goals.
• Review customer experience data, survey results, and service feedback to surface improvement areas across Specialized’s services.
• Assist in shaping and refining customer journeys so that interactions across touchpoints are smooth and easy to use.
• Set up and maintain feedback channels that collect timely input on customer concerns and service performance.
• Perform root-cause analysis on CX issues and coordinate with Commercial and Technology stakeholders on corrective actions.
• Prepare regular performance updates on customer experience, including trends, findings, and opportunities for improvement.
• Support programs designed to lift customer satisfaction and service quality across Mission-Critical and Business-Critical services.
• Work with internal teams to convert customer insights into process improvements and service enhancements.
• Make sure CX initiatives stay aligned with corporate strategy and customer-focused service standards.

Requirements

• A minimum of 6 years of relevant experience in customer experience or a related field.
• Bachelor’s degree is required.
• Preferred education background includes Business Administration, Marketing, or a closely related discipline.

Additional information

This role is based in Riyadh, Saudi Arabia and is a full-time onsite position.