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customer excellence journey design manager

AlJazira Bank | بنك الجزيرة

<div>
 
 
 Responsibility:
 
 
 <ul>
 <li>
 Recommend CX Journey Design strategy and roadmap for different customer segments/products and support its implementation
 </li>
 <li>
 Support the implementation of the Strategic initiatives related to Customer Journey design in alignment with different Stakeholders
 </li>
 <li>
 Map the current customer journey and design the target customer journeys for different customer segments/products across the touch points in alignment with stakeholders.
 </li>
 <li>
 Facilitate journey design thinking sessions and work together with customers and internal stakeholders to redesign the customer journey for different customer segments &amp; products
 </li>
 <li>
 Optimize, test and validate customer journeys, using voice of customer insight and data to define new customer experiences.
 </li>
 <li>
 Align with IT/Technology and Digital Transformation department on the automation of Customer Journey related requirements to ensure its proper implementation
 </li>
 <li>
 Participate in the Retail &amp; Corporate Products &amp; Services value chain (product design, product development, life cycle management etc.) to define the customer experience requirements and its implementation to achieve Product Excellence.
 </li>
 <li>
 Own and manage all CX Journey design related policies and processes and make sure it is up to date based on business requirements
 </li>
 <li>
 Performs other responsibilities and tasks as directed by the reporting manager in order to meet organizational objectives.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Requirements:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Marketing or a relevant major.
 </li>
 <li>
 Around +4 years of experience with a preference 2 years of experience in a relevant role.
 </li>
 <li>
 Prior experience in Customer Experience Management or a relevant field.
 </li>
 </ul>
</div>

Customer Excellence Journey Design Manager

NICE ONE

<div>Niceone, a leading force in e-commerce innovation and diversity, is experiencing rapid growth and is dedicated to maintaining operational and commercial excellence across all its markets. As part of this expansion, we are seeking a highly motivated and strategic professional to join our leadership team in the pivotal role of Area Manager. This role is central to shaping successful operations, driving sales, and building high-performing local teams. If you&rsquo;re passionate about operational management, sales growth, and delivering outstanding customer value in a dynamic environment, Niceone is the platform for you to grow your career.<h2 class="jobSectionHeader">
Key Responsibilities &ndash; Area Management, Sales Growth, and Operational Excellence</h2><ul>
<li>Multi-location Leadership: Oversee operations and sales activities across assigned geographic areas, ensuring consistent execution of company standards, policies, and brand values.</li>
<li>Sales and Performance Management: Develop and implement area-specific strategies to achieve sales goals, maximize profitability, and enhance customer satisfaction.</li>
<li>Team Recruitment and Development: Hire, lead, and coach diverse teams to foster a collaborative, high-achieving work culture focused on operational excellence and customer-centricity.</li>
<li>Operational Efficiency: Streamline processes and resource utilization to optimize productivity, accuracy, and profitability in each location.</li>
<li>Market Analysis and Expansion: Monitor local trends and competitors, identifying opportunities to expand business reach and improve market share.</li>
<li>Customer Experience Enhancement: Champion superior service standards, addressing customer feedback and ensuring consistent brand experiences throughout the area.</li>
<li>Compliance and Risk Management: Uphold all organizational, legislative, and safety requirements within regional operations.</li>
<li>Reporting and Communication: Prepare regular area performance reports and relay actionable insights to senior management, supporting informed decision-making.</li>
<li>Cross-functional Collaboration: Work closely with marketing, logistics, HR, and other departments to coordinate initiatives that drive overall business success.</li>
</ul><h3 class="jobSectionHeader">Required Skills and Qualifications &ndash; Area Manager Leadership in E-Commerce and Retail</h3><ul>
<li>Bachelor&rsquo;s degree in Business Management, Operations, Retail, or a related field (Master&rsquo;s or certification is a plus).</li>
<li>Minimum of 4&ndash;6 years&rsquo; experience in area, regional, or multi-site management, preferably within e-commerce, retail, or FMCG sectors.</li>
<li>Strong leadership and organizational skills with a proven ability to manage multiple locations and large teams.</li>
<li>Demonstrated success in driving sales, operational excellence, and process improvement.</li>
<li>Excellent communication, coaching, and interpersonal skills to engage and develop team members from diverse backgrounds.</li>
<li>Analytical problem-solving abilities and proficiency in using digital management tools and reporting systems.</li>
<li>High attention to detail with an adaptable and proactive attitude in a fast-paced, evolving environment.</li>
<li>Fluency in Arabic is required; proficiency in English is an asset.</li>
</ul><h4 class="jobSectionHeader">Core Competencies &ndash; Succeeding as an Area Manager at Niceone</h4><ul>
<li>Customer-focused with a commitment to delivering value and service quality.</li>
<li>Empowering leadership style, accountability, and a drive for team achievement.</li>
<li>Strategic mindset with adaptability to shifting business demands.</li>
<li>Upholds integrity, confidentiality, and aligns with company values.</li>
<li>Openness, inclusivity, and cultural sensitivity within a diverse team.</li>
</ul><h5 class="jobSectionHeader">What Niceone Offers &ndash; Advance Your Area Manager Career</h5><ul>
<li>A collaborative and inclusive workplace culture valuing innovation and professional growth for everyone.</li>
<li>Robust onboarding, ongoing training, and clear opportunities for advancement in a fast-growing digital retail environment.</li>
<li>Competitive compensation structure, performance bonuses, and unique employee benefits.</li>
<li>Flexible work arrangements and a supportive approach to work-life balance.</li>
<li>Access to wellness programs and engaging company events.</li>
</ul><h6 class="jobSectionHeader">How to Apply &ndash; Begin Your Area Manager Journey at Niceone</h6>
If you are an ambitious, strategic professional ready to oversee multi-site operations and drive commercial success, we invite you to apply for the Area Manager role at Niceone. We welcome applications from all genders, backgrounds, and perspectives, and are dedicated to building a vibrant and equitable workplace. Be part of a team that is shaping the future of e-commerce&mdash;submit your application today and embark on your career journey with Niceone!</div>

Area Manager

Supertech Group

<div>Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?
If yes, then this is the job you're looking for ,webook.com is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales. webook.com is part of the Supertech Group also consisting of UXBERT Labs, one of the best digital and user experience design agencies in the GCC, along with Kafu Games, the largest esports tournament platform in MENA.
Job Overview
The Director of Experience will lead the design, delivery, and continuous improvement of customer and user experiences across all webook.com touchpoints. This role blends strategy, design thinking, and operational excellence to ensure seamless, engaging, and consistent experiences for both B2B and B2C audiences.
You will collaborate closely with all relevant departments to translate user insights into impactful experience improvements that drive satisfaction, loyalty, and business growth.
Key Responsibilities:
Experience Strategy &amp; Execution<ul>
<li>
Translate the company&rsquo;s customer experience vision into actionable plans and measurable outcomes.</li>
<li>Lead initiatives to enhance end-to-end customer and user journeys across digital and service channels.</li>
<li>Stay ahead of experience trends, best practices, and emerging technologies to guide innovation.</li>
<li>Develop and manage the experience roadmap and related budgets.</li>
</ul>
Team Leadership &amp; Development<ul>
<li>
Collaborate with multidisciplinary team of UX designers, researchers, and journey specialists.</li>
<li>Manage The customer support leads to enhance service standards and ensure alignment with experience goals.</li>
<li>Foster a culture of empathy, collaboration, and innovation within the experience function.</li>
</ul>
Experience Design &amp; Research<ul>
<li>
Lead customer journey mapping, persona development, and service blueprinting activities.</li>
<li>Oversee research programs to uncover user needs, pain points, and opportunities for improvement.</li>
<li>Define and monitor experience KPIs and customer satisfaction metrics (CSAT, NPS, CES).</li>
</ul>
Customer Support &amp; Operations<ul>
<li>
Manage the Support team to enhance self-service capabilities and streamline customer interactions.</li>
<li>Support implementation of new tools and automation to improve efficiency and response times.</li>
<li>Ensure consistent communication standards and escalation processes are in place.</li>
</ul>
Technology &amp; Experience Tools<ul>
<li>
Partner with IT and Product teams to implement and optimize CX and UX tools (CRM, chatbots, analytics, feedback systems).</li>
<li>Support the integration of AI-driven customer support tools, personalization, automation, and sentiment analysis tools.</li>
<li>Champion data-informed decision-making by leveraging experience analytics and insights.</li>
</ul>
Cross-functional Collaboration<ul>
<li>
Work closely with Product, Marketing, and Operations to ensure experience strategy aligns with business priorities.</li>
<li>Translate customer insights into actionable recommendations that influence product and service design.</li>
<li>Establish feedback loops across departments to ensure continuous improvement.</li>
</ul>
Requirements<ul>
<li>
8+ years of experience in customer or user experience, service design, or related field.</li>
<li>3&ndash;5 years of leadership experience managing cross-functional or design-focused teams.</li>
<li>Proven record of improving customer experience within digital platforms (SaaS, e-commerce, or tech-driven organizations).</li>
<li>Strong understanding of UX, journey mapping, and design thinking methodologies.</li>
<li>Experience implementing experience measurement frameworks (NPS, CSAT, CES, VOC).</li>
<li>Solid grasp of omnichannel experience management and digital experience technologies.</li>
<li>Excellent stakeholder management, communication, and presentation skills.</li>
<li>Bachelor&rsquo;s degree required; Master&rsquo;s in a related field preferred.</li>
<li>Familiarity with agile delivery environments.</li>
<li>Experience working in fast-paced, high-growth environments is a plus.</li></ul></div>

Director of Experience

Keeta

<div>
 
 
 🚀 We&rsquo;re Hiring:
 
 
 Customer Service Manager of Business Process Innovation!
 
 🚀
 
 !
 
 
 
 
 
 
 Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong and now Saudi Arabia.
 
 
 
 
 
 Are you passionate about revolutionizing customer service in the takeaway industry? Do you have a knack for designing seamless service journeys that cater to users, merchants, and riders alike? If so, we have an exciting opportunity for you!
 
 
 
 
 
 
 What You&rsquo;ll Do
 
 
 <ul>
 <li>
 Output service rules for the takeaway industry, including the user side, merchant side and rider side, to ensure a balanced experience on all three sides.
 </li>
 <li>
 Design the whole chain service journey from AI customer service to manual customer service, including service routing, service layering, service risk control and etc..
 </li>
 <li>
 Design takeaway journeys and scenarios in line with Saudi customers' habits, and output applicable service processes, solutions and communication tactics.
 </li>
 <li>
 The design targets frontline customer service in the customer service center, ensuring that the process is clear, concise and easy to operate, and optimizing the process to improve customer service resolution.
 </li>
 <li>
 Analyze service data and customer voices, continuously discover user pain points, and feedback to business improvement to reduce the occurrence of problems.
 </li>
 </ul>
 
 
 
 
 
 Why Keeta?
 
 
 <ul>
 <li>
 Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
 </li>
 <li>
 Fast-Growing &amp; Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
 </li>
 <li>
 Global Impact: Join a company that&rsquo;s transforming the way people enjoy food, impacting communities around the world.
 </li>
 </ul>
 
 
 
 
 
 What We&rsquo;re Looking For
 
 
 <ul>
 <li>
 Understand the takeaway industry and the current market demand, know the service rules of customer, merchant and rider.
 </li>
 <li>
 Experienced in service process design, and have insignt in full service journey customer experience management
 </li>
 <li>
 Have strong data analysis ability, problem insight and communication and collaboration skills, clear thinking, can accurately recognize the problem and propose improvement programs.
 </li>
 <li>
 Have a sense of service, able to think customer-centered.
 </li>
 <li>
 Have rigorous and practical work attitude, strong sense of responsibility, can accept cross-country travel.
 </li>
 <li>
 Possess experience in the Middle Eastern market, with proficiency in Mandarin, English/ Arabic.
 </li>
 </ul>
 
 
 
 
 🚀 Ready to make an impact? Apply now &amp; let&rsquo;s shape the future together!
 
 
 📍
 
 Location:
 
 Riyadh, Saudi Arabia
 
 
 📩 Interested? Apply now
 
</div>

Customer Service Manager of Business Process Innovation

Qiddiya Investment Company

<div>At Qiddiya Investment Company, we are on a journey to redefine the landscape of entertainment and leisure in Saudi Arabia. We are seeking a highly motivated Senior Manager - Customer Experience to lead our initiatives in creating unforgettable experiences for our visitors and stakeholders.
Key Responsibilities:<ul>
<li>
Design and oversee the execution of comprehensive customer experience strategies, ensuring alignment with overall business goals and branding.</li>
<li>Analyze customer feedback and behavior to derive insights for improving service delivery and customer engagement initiatives.</li>
<li>Lead cross-functional teams in implementing customer experience enhancement projects from ideation to execution.</li>
<li>Develop customer experience metrics, KPIs, and benchmarks to track performance and identify areas for improvement.</li>
<li>Foster a customer-centric culture throughout the organization by training and mentoring staff on best practices in customer service and engagement.</li>
<li>Stay abreast of industry trends and emerging technologies that can enhance customer experiences and integrate them into our offerings.</li>
</ul>
Requirements
Qualifications &amp; Experience:<ul>
<li>
Bachelor&rsquo;s degree in Business Administration, Marketing, or a related field.</li>
<li>A minimum of 9 years of experience in customer experience management, preferably in hospitality, tourism, or large-</li>
</ul>
Benefits
Comprehensive benefits package</div>

Senior Manager - Customer Experience

<div>Niceone is a dynamic, industry-leading e-commerce retailer celebrated for our operational excellence, dedication to diversity, and relentless pursuit of innovation. As part of our continued growth, we are excited to invite an experienced, solutions-oriented professional to join our operations team as an Operations Excellence Manager. In this role, you will be instrumental in driving process optimization, continuous improvement, and high-performance standards across our organization. If you are passionate about operations, efficiency, and collaborative problem-solving, Niceone is the ideal environment to elevate your career in digital retail.<h2 class="jobSectionHeader">
Key Responsibilities &ndash; Operations Excellence and Process Improvement</h2><ul>
<li>Process Optimization: Lead the identification, analysis, and redesign of operational processes to improve efficiency, effectiveness, and quality across all functional areas.</li>
<li>Continuous Improvement Initiatives: Design and deploy Lean, Six Sigma, and other process improvement methodologies to enhance productivity and reduce operational waste.</li>
<li>Project Leadership: Manage cross-functional projects from inception through execution, ensuring timely delivery and alignment with organizational goals.</li>
<li>Performance Measurement: Define and track key process metrics (KPIs) to assess impact, uncover improvement opportunities, and report progress to leadership.</li>
<li>Change Management: Foster a culture of operational excellence by championing best practices, engaging team members, and supporting seamless change adoption.</li>
<li>Collaboration &amp; Training: Work closely with department heads and teams to deliver training, share process improvements, and align operational objectives companywide.</li>
<li>Customer Experience Enhancement: Partner with customer-facing teams to streamline service delivery and elevate overall customer satisfaction.</li>
</ul><h3 class="jobSectionHeader">Required Skills and Qualifications &ndash; Operations Excellence Leadership</h3><ul>
<li>Bachelor&rsquo;s degree in Business Administration, Operations Management, Industrial Engineering, or a related field (Master&rsquo;s is an advantage).</li>
<li>Minimum of 5 years&rsquo; experience in operations excellence, process improvement, or operations management, preferably within e-commerce, retail, or FMCG sectors.</li>
<li>Strong understanding of Lean, Six Sigma, and other process improvement frameworks (certification is a plus).</li>
<li>Demonstrated expertise in leading cross-functional teams and delivering successful improvement projects.</li>
<li>Exceptional analytical, problem-solving, and organizational skills.</li>
<li>Proficiency with process mapping tools, data analysis, and project management software.</li>
<li>Excellent communication, presentation, and stakeholder engagement abilities.</li>
<li>A collaborative, adaptable approach with a commitment to diversity, equity, and continuous learning.</li>
<li>Fluency in Arabic is required; English proficiency is an asset.</li>
</ul><h4 class="jobSectionHeader">Core Competencies &ndash; Excelling as an Operations Excellence Manager at Niceone</h4><ul>
<li>Strategic thinking with an ability to translate vision into actionable initiatives.</li>
<li>Team empowerment, inclusive leadership, and strong interpersonal skills.</li>
<li>Resilient, results-oriented mindset and ability to drive change in a fast-paced environment.</li>
<li>High ethical standards and respect for confidentiality and company values.</li>
<li>Open-mindedness and cultural sensitivity within a diverse, collaborative team.</li>
</ul><h5 class="jobSectionHeader">What Niceone Offers &ndash; Join Our Operations Excellence Team</h5><ul>
<li>An inclusive, supportive company culture dedicated to diversity and equal opportunity for all team members.</li>
<li>Comprehensive onboarding, ongoing training, and clear career advancement paths within a rapidly growing organization.</li>
<li>Competitive salary, performance incentives, and exclusive staff discounts.</li>
<li>Flexible work arrangements and a healthy work-life balance in a thriving industry.</li>
<li>Access to wellness initiatives and engagement in meaningful team activities.</li>
</ul><h6 class="jobSectionHeader">How to Apply &ndash; Advance Your Operations Excellence Career with Niceone</h6>
If you are a motivated, innovative professional eager to make a measurable impact and advance operational excellence, apply today for the &quot;Operations Excellence Manager&quot; role. Niceone welcomes applicants from all genders, backgrounds, and experiences, and is committed to cultivating an equitable and vibrant workplace. Join us to shape the future of operational excellence in digital retail&mdash;apply now and grow your career with Niceone!</div>

Operations Excellence Manager

<div>Niceone, a forefront leader in e-commerce innovation, is committed to delivering outstanding customer experiences throughout our digital marketplace journey. We are thrilled to introduce a new opportunity for early-career professionals to become a Tamheer Customer Care Coordinator. This position is perfect for individuals who are passionate about customer service excellence, effective communication, and continuous process improvement within a dynamic, expanding e-commerce company. Join Niceone and shape memorable interactions that advance our brand&rsquo;s commitment to customer satisfaction and operational excellence.<h2 class="jobSectionHeader">
Key Responsibilities &ndash; Customer Care Excellence, Issue Resolution, and Customer Experience</h2><ul>
<li>Customer Support: Respond promptly and professionally to customer inquiries through various channels including email, chat, and phone, ensuring a positive interaction every time.</li>
<li>Issue Resolution: Identify, investigate, and resolve customer concerns, order issues, or service requests by collaborating with internal departments such as logistics, sales, and product teams.</li>
<li>Service Quality Monitoring: Track and document customer feedback, escalation reasons, and recurring themes to contribute to ongoing service improvements and meet customer satisfaction goals.</li>
<li>Knowledgebase Maintenance: Assist in maintaining and updating the customer care knowledgebase and frequently asked questions to enhance first-contact resolution rates.</li>
<li>Process Compliance: Follow company customer care procedures and privacy guidelines to handle all customer data with integrity, confidentiality, and in compliance with relevant regulations.</li>
<li>Reporting: Prepare regular summaries of customer service metrics, trends, and improvement suggestions for team leads and management review.</li>
<li>Cross-functional Collaboration: Work closely with data entry, logistics, and marketing teams to ensure seamless communication and timely resolution of customer-related queries.</li>
<li>Continuous Improvement: Identify gaps in current service processes and actively suggest enhancements to increase quality, efficiency, and overall customer experience.</li>
</ul><h3 class="jobSectionHeader">Required Skills and Qualifications &ndash; Customer Service, Communication, and Problem Solving</h3><ul>
<li>Bachelor&rsquo;s degree or diploma in Business Administration, Communications, Marketing, or a related field.</li>
<li>Strong verbal and written communication skills in English; Arabic proficiency is an advantage.</li>
<li>Proven customer-centric mindset and a genuine interest in helping others solve their challenges.</li>
<li>Basic analytical ability to understand customer trends and provide actionable insights.</li>
<li>Organizational and multitasking abilities to manage competing priorities effectively in a high-volume environment.</li>
<li>Proficiency with Microsoft Office applications (including Excel, Outlook, and Word), and an ability to learn new customer care platforms quickly.</li>
<li>Attention to detail and commitment to upholding high standards of professionalism and process integrity.</li>
<li>Eligible for the Tamheer program as per Labor Laws in Saudi Arabia.</li>
</ul><h4 class="jobSectionHeader">Core Competencies &ndash; Successful Customer Care at Niceone</h4><ul>
<li>Empathy, patience, and active listening skills in customer interactions.</li>
<li>Adaptability and willingness to learn new digital tools and service techniques.</li>
<li>Problem-solving initiative and accountability in addressing issues.</li>
<li>Reliability, punctuality, and consistency in meeting performance goals.</li>
<li>Collaboration and respect for diversity and inclusivity in every professional relationship.</li>
<li>Open-mindedness to feedback and dedication to continuous personal and team growth.</li>
</ul><h5 class="jobSectionHeader">What Niceone Offers &ndash; Develop Your Customer Care Career</h5><ul>
<li>A collaborative and inclusive workplace dedicated to your personal and professional development.</li>
<li>Hands-on experience and mentorship from experienced professionals in customer service, operations, and e-commerce management.</li>
<li>Exposure to the latest technologies and best practices in digital customer experience.</li>
<li>Opportunities for full-time employment based on your performance and demonstrated potential.</li>
<li>Flexible work arrangements to promote balance, wellness, and productivity.</li>
</ul><h6 class="jobSectionHeader">How to Apply &ndash; Start Your Tamheer Journey with Customer Care at Niceone</h6>
If you are ready to deliver exceptional customer experiences and help grow one of the most innovative e-commerce companies, we invite you to apply for the Tamheer Customer Care Coordinator role at Niceone. We strongly encourage candidates of all genders, backgrounds, and experiences to submit their applications. Join us and be part of a supportive, equitable environment that values your contributions and empowers you to thrive. Take the next step in your career by applying to Niceone today!</div>

Tamheer Customer Care Coordinator

Explore 1556+ Customer excellence journey design manager in Riyadh Saudi Arabia this November. Find roles across top companies and apply now to boost your career.