Customer Experience Lead Specialist

Job Objective

This role is designed for experienced professionals who, following broad guidelines, develop solutions for challenges involving analytical problem-solving, especially those escalated from less experienced levels.

The position involves complex operational tasks such as setting indicators to measure customer feedback, overseeing survey design for service satisfaction, analyzing survey results, and suggesting improvements. Additional responsibilities include creating awareness programs, planning media and digital campaigns across various platforms (events, conferences, workshops, press releases), managing social media accounts, supervising the development and regular review of content for media and awareness materials, ensuring content compliance and updates through website and social media channels. Coordination with external service providers and stakeholders ensures unified efforts aligned with established policies for media outreach and dissemination.

Responsibilities

• Keep abreast of modern trends and practices to define current and future customer journey perspectives.
• Align strategies with customer experience directives in coordination with all relevant departments.
• Design, distribute, collect, and analyze customer satisfaction surveys to assess satisfaction and identify improvement areas.
• Support defining cross-departmental metrics for measuring customer intelligence and feedback, and continuously prepare reports.
• Develop comprehensive plans to enhance customer experience based on analysis of existing weaknesses and gaps.
• Recommend quality measurement standards for services delivered by the Secretariat of the Zakat, Tax, and Customs Committees and their branches.
• Identify methods to update services via the Secretariat's electronic platform in collaboration with departmental representatives.
• Collaborate with agile teams to coordinate cross-departmental customer experience improvement initiatives.
• Select external companies offering optimum pricing and services to meet awareness and institutional communication goals while minimizing costs and monitor outcomes.
• Develop awareness programs to boost public knowledge about the Secretariat’s work, committees, and the rights and obligations of all parties involved.
• Create and maintain publishing policies in alignment with general regulations and coordinate with external authorities, ensuring their periodic update and publication.
• Establish and update methodologies for both external and internal communication consistent with policies and in coordination with external entities.
• Plan and execute annual awareness and communication plans, providing periodic performance reports to department heads including observations and corrective actions.
• Maintain relationships with press and various media partners to support the Secretariat’s communication strategies, including preparing and publishing articles and press releases.
• Develop and design content tailored for dissemination through diverse awareness and media products ensuring their suitability.
• Create educational products as per targeted publication plans aligned with intended programs (events, conferences, workshops, press releases, etc.).
• Manage awareness campaigns ensuring they effectively convey the Secretariat’s message.
• Maintain continuous awareness through social media accounts (e.g., Twitter, LinkedIn) and the website, managing related accounts accordingly.
• Ensure the published and prepared content complies with the Secretariat’s approved publishing policies, particularly for social media channels regarding content appropriateness for the target audience and platform type.

Qualifications and Requirements

• Minimum of four years’ experience in the relevant field.
• Bachelor’s degree in Communications, Marketing, or Public Administration.