customer experience leader

VVP Healthcare Evolution Pvt Ltd

<p><b>The Role</b><br/><b>You are the Guardian of the Doctor&rsquo;s Experience. You will wear two hats: </b></p><p><b>1.</b> The Ops Architect: Ensuring the kit reaches the doctor on time without errors.<br/><b>2.</b> The CX Leader: Managing the Support Team to ensure that when a Customer (Doctor) calls, they feel heard, respected, and resolved immediately.</p><p><b>You will build a &quot;Zero-Ego&quot; support culture. Non-Negotiable Requirements (The Knock out Criteria) </b><br/><b>1. </b>The &quot;Builder&quot; DNA: Must have proven experience setting up a process from scratch (Zero-to-One).<br/><b>2</b>. End-to-End Operations Mastery: Must have hands-on experience managing the full lifecycle: Order Receipt &rarr; Kit Preparation &rarr; Quality Check (QC) &rarr; Logistics/Dispatch &rarr; Delivery. You must be comfortable working in the warehouse to ensure &quot;First Time Right&quot; deliveries.<br/><b>3.</b> Process Re-Engineering (The &quot;Fixer&quot;): Must have a track record of identifying &quot;Broken Processes&quot; (e.g., kits returning due to missing items, calls going unanswered) and fixing them permanently using Root Cause Analysis.<br/><b>4. </b>Tech Stack &amp; Automation: Must be proficient in setting up and managing: Support Tools: Zoho Desk / Freshdesk / Zendesk. etc Cloud Telephony: Exotel / MyOperator (IVR flows, call recording). etc Communication Automation: WhatsApp Business API (Interakt/Wati) &amp; SMS Gateways to reduce manual query volume.<br/><b>5</b>. Data Analytics &amp; Reporting: Ability to extract raw data and use Excel (Pivot Tables) to analyze trends. You must drive the team using KPIs (NPS, FCR, TAT) and KRAs, not just &quot;gut feeling.&quot;<br/><b>6.</b> Cross-Functional Spine: Proven ability to coordinate with Finance (for payment clearance before dispatch) and Sales (for setting realistic delivery expectations). You must understand the &quot;Pulse of the Doctor&quot; and handle High-Net-Worth Individuals (HNIs).<br/><b>7.</b> Hybrid Expertise: Must have handled Physical Operations (Inventory/QC) AND Customer Support (Team Management/Quality).<br/><b>8.</b> Team Leadership: Must have experience hiring, training, and managing a team of Tele-callers / Support Executives. You must know how to audit calls and improve call quality.<br/><b>9.</b> Performance Management (KPIs &amp; KRAs): Must have experience defining KRAs (Key Result Areas) for subordinates and tracking KPIs (NPS, FCR, TAT) daily. You should know how to incentivize a support team.<br/><b>10.</b> Doctor-Centric Mindset: Experience dealing with High-Net-Worth Individuals (HNIs) or B2B clients.</p><p><b>Key Responsibilities</b></p><p><b>A. Customer Experience (The &quot;Voice&quot; &amp; Support)</b></p><p><b>&bull; Team Management: </b>Hire, train, and manage a team of Support Executives. Conduct daily huddles to review &quot;Ticket Backlog&quot; and &quot;Urgent Escalations.&quot;<br/><b>&bull; Quality Assurance (QA):</b> Implement a Call Audit Process. Listen to random call recordings daily to ensure executives are polite, empathetic, and not sounding robotic.<br/><b>&bull; Scripting &amp; SOPs:</b> Create &quot;Standard Response Scripts&quot; for common issues (e.g., &quot;Device Not Syncing&quot;). Ensure the team speaks the language of a &quot;Medical Professional,&quot; not a &quot;Call Center Agent.&quot;<br/><b>&bull; Escalation Desk:</b> Act as the final point of contact for Angry Customers. You must have the maturity to de-escalate a heated situation and turn a frustrated doctor into a happy one.</p><ul><li>Voice of Customer (VoC): Analyze weekly support data. If 50 doctors complain about &quot;Login Issues,&quot; you must force the Tech Team to fix the bug rather than just closing tickets.</li></ul><p><b>B. Operations (The &quot;Body&quot; &amp; Logistics)</b></p><p><b>&bull; Process Architecture: </b>Map out the &quot;Order-to-Delivery&quot; workflow. Identify bottlenecks and fix them.<br/><b>&bull; Logistics &amp; QC: </b>Oversee the &quot;Kit Preparation&quot; team. Ensure 0% error rate in hardware/consumables sent to doctors.<br/><b>&bull; Cross-Functional Guts: </b>Stop a dispatch if Finance hasn't cleared payment. Hold Sales accountable for realistic promises.<br/><b>&bull; Data Command Center: </b>Create the &quot;Daily Ops Dashboard&quot; &ndash; Pending Orders, Dispatch TAT, Ticket Backlog, and NPS</p><p>Job Type: Full-time</p><p>Pay: ₹25,349.02 - ₹60,673.84 per month</p><p>Work Location: In person</p>

Manager – Customer Experience & Operations (CX & Ops)

Iberdrola

<div>
 <strong>
  Department:
 </strong>
 Product
 <br/>
 <br/>
 <strong>
  Reports To:
 </strong>
 Chief Product Officer
 <br/>
 <br/>
 <strong>
  Location:
 </strong>
 Doha
 <br/>
 <br/>
 <strong>
  Position Description
  <br/>
  <br/>
 </strong>
 We&rsquo;re seeking an empathetic, tech-savvy leader to supercharge our Product and Customer Center of Excellence. As the bridge between our AI-powered tools and real-world users, your north star is customer success. You&rsquo;ll own all product knowledge flows&mdash;using Confluence, rich asynchronous content, and multimedia&mdash;and turn them into impactful, self-serve experiences. But you&rsquo;ll also be in the trenches with customers: listening, guiding, and ensuring every partner and user achieves their business KPIs.
 <br/>
 <br/>
 You&rsquo;ll make sure our customers are never alone. From onboarding to mastery, your proactive outreach, responsive guidance, and open feedback channels guarantee every voice is heard, every challenge met, and every &ldquo;aha&rdquo; moment delivered.
 <br/>
 <br/>
 <strong>
  Jobs To Be Done
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Build a Center of Excellence that is both a digital knowledge hub (Confluence, multimedia, async learning) and a real-time connection point for customers to ask, share, and succeed
  </li>
  <li>
   Design and deliver asynchronous enablement (training videos, guides, FAQs)-but also lead live sessions and office hours for direct customer engagement
  </li>
  <li>
   Personally connect with customers and partners to understand needs, champion adoption, and help troubleshoot blockers
  </li>
  <li>
   Gather customer feedback through forums, surveys, and interactive sessions; close the loop fast by driving real product improvements
  </li>
  <li>
   Hold regular customer success check-ins to track progress, surface insights, and celebrate KPI wins
  </li>
  <li>
   Launch and nurture a vibrant customer community (forums, webinars, async Q&amp;A), spark peer-to-peer learning, and promote best practice sharing
  </li>
  <li>
   Act as an ambassador for empathy and customer-first communication-making every interaction supportive, clear, and genuinely valuable
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <strong>
  Education:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor's or Master's in Communication, Learning for Adults, Knowledge and documentation Management, Digital Media, or related field
  </li>
  <li>
   Certifications in Customer Success, SaaS Product Management, or Learning Experience Design are a strong plus
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor's or Master's in Communication, Customer Success, Knowledge Management, Digital Media, or related field
  </li>
  <li>
   Certifications in Customer Success, SaaS Product Management, or Learning Experience Design are a strong plus
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Skills And Competencies
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Deep Confluence expertise: structures content for maximum self-service and discoverability. Using advanced features to create templates that are easy to use across the organization
  </li>
  <li>
   Advanced in asynchronous and multimedia content: makes learning on-demand, engaging, and accessible
  </li>
  <li>
   Natural communicator and facilitator-connects personally with users from onboarding to power usage
  </li>
  <li>
   Expert in relationship building, empathy, and problem-solving for customer success
  </li>
  <li>
   Skilled in running feedback loops, interactive forums, community events, and live webinars
  </li>
  <li>
   Data- and outcome-focused: tracks and improves customer satisfaction, engagement, and self-serve metrics
  </li>
  <li>
   Thrives when combining tech, storytelling, and human connection to create customer delight
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Key Performance Indicators (KPIs)
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Rates of customer-reported business KPI achievement and product adoption
  </li>
  <li>
   Rates of customer-reported business KPI achievement and product adoption
  </li>
  <li>
   Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence
  </li>
  <li>
   Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence
  </li>
  <li>
   Rates of customer-reported business KPI achievement and product adoption
  </li>
  <li>
   Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence
  </li>
  <li>
   Engagement rates with Confluence, multimedia content, and live customer-facing activities
  </li>
  <li>
   Customer satisfaction (NPS, CSAT) with enablement, training, and ongoing success interactions
  </li>
  <li>
   Onboarding time and customer time-to-value achieved through combined knowledge and personal support
  </li>
  <li>
   Community participation and customer-driven best practice sharing
  </li>
  <li>
   Continuous improvement score: percentage of product or process changes driven by direct customer feedback
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Why Join Us?
  <br/>
  <br/>
 </strong>
 As the Product and Customer Center of Excellence Lead, you will have the unique opportunity to shape the future of AI for sustainability and drive meaningful impact on a global scale. You will work alongside a passionate, mission-driven team and play a pivotal role in building a technology-led organization that delivers innovative solutions to some of the world&rsquo;s most pressing challenges.
 <br/>
 <br/>
 <strong>
  Informaci&oacute;n Movilidad
  <br/>
  <br/>
 </strong>
 Tenga en cuenta que cualquier solicitante que no sea ciudadano del pa&iacute;s de la vacante estar&aacute; sujeto al cumplimiento de los requisitos de inmigraci&oacute;n aplicables para trabajar legalmente en ese pa&iacute;s.
 <br/>
 <br/>
 January-31-2026
</div>


Product and Customer Center of Excellence Lead

<div><div>Product and Customer Center of Excellence Lead</div><div></div><div>
Department: Product<br>
Reports To: Chief Product Officer<br>
Location: Doha</div><div></div><div>
Position Description:</div><div></div><div>
We&rsquo;re seeking an empathetic, tech-savvy leader to supercharge our Product and Customer Center of Excellence. As the bridge between our AI-powered tools and real-world users, your north star is customer success. You&rsquo;ll own all product knowledge flows&mdash;using Confluence, rich asynchronous content, and multimedia&mdash;and turn them into impactful, self-serve experiences. But you&rsquo;ll also be in the trenches with customers: listening, guiding, and ensuring every partner and user achieves their business KPIs.</div><div>
You&rsquo;ll make sure our customers are never alone. From onboarding to mastery, your proactive outreach, responsive guidance, and open feedback channels guarantee every voice is heard, every challenge met, and every &ldquo;aha&rdquo; moment delivered.</div><div></div><div>
Jobs to Be Done:</div><ul><li><div>
Build a Center of Excellence that is both a digital knowledge hub (Confluence, multimedia, async learning) and a real-time connection point for customers to ask, share, and succeed</div></li><li><div>
Design and deliver asynchronous enablement (training videos, guides, FAQs)-but also lead live sessions and office hours for direct customer engagement</div></li><li><div>
Personally connect with customers and partners to understand needs, champion adoption, and help troubleshoot blockers</div></li><li><div>
Gather customer feedback through forums, surveys, and interactive sessions; close the loop fast by driving real product improvements</div></li><li><div>
Hold regular customer success check-ins to track progress, surface insights, and celebrate KPI wins</div></li><li><div>
Launch and nurture a vibrant customer community (forums, webinars, async Q&amp;A), spark peer-to-peer learning, and promote best practice sharing</div></li><li><div>
Act as an ambassador for empathy and customer-first communication-making every interaction supportive, clear, and genuinely valuable</div></li></ul><div></div><div>
Requirements:</div><div></div><div>
Education:</div><div></div><ul><li><div>
Bachelor's or Master's in Communication, Learning for Adults, Knowledge and documentation Management, Digital Media, or related field</div></li><li><div>
Certifications in Customer Success, SaaS Product Management, or Learning Experience Design are a strong plus</div></li></ul><div></div><div>
Experience:</div><ul><li><div>
Bachelor's or Master's in Communication, Customer Success, Knowledge Management, Digital Media, or related field</div></li><li><div>
Certifications in Customer Success, SaaS Product Management, or Learning Experience Design are a strong plus</div></li></ul><div></div><div>
Skills and Competencies</div><div></div><ul><li><div>
Deep Confluence expertise: structures content for maximum self-service and discoverability. Using advanced features to create templates that are easy to use across the organization</div></li><li><div>
Advanced in asynchronous and multimedia content: makes learning on-demand, engaging, and accessible</div></li><li><div>
Natural communicator and facilitator-connects personally with users from onboarding to power usage</div></li><li><div>
Expert in relationship building, empathy, and problem-solving for customer success</div></li><li><div>
Skilled in running feedback loops, interactive forums, community events, and live webinars</div></li><li><div>
Data- and outcome-focused: tracks and improves customer satisfaction, engagement, and self-serve metrics</div></li><li><div>
Thrives when combining tech, storytelling, and human connection to create customer delight</div></li></ul><div></div><div>
Key Performance Indicators (KPIs):</div><div></div><ul><li><div>
Rates of customer-reported business KPI achievement and product adoption</div></li><li><div>
Rates of customer-reported business KPI achievement and product adoption</div></li><li><div>
Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence</div></li><li><div>
Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence</div></li><li><div>
Rates of customer-reported business KPI achievement and product adoption</div></li><li><div>
Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence</div></li><li><div>
Engagement rates with Confluence, multimedia content, and live customer-facing activities</div></li><li><div>
Customer satisfaction (NPS, CSAT) with enablement, training, and ongoing success interactions</div></li><li><div>
Onboarding time and customer time-to-value achieved through combined knowledge and personal support</div></li><li><div>
Community participation and customer-driven best practice sharing</div></li><li><div>
Continuous improvement score: percentage of product or process changes driven by direct customer feedback</div></li></ul><div></div><div>
Why Join Us?</div><div></div><div>
As the Product and Customer Center of Excellence Lead, you will have the unique opportunity to shape the future of AI for sustainability and drive meaningful impact on a global scale. You will work alongside a passionate, mission-driven team and play a pivotal role in building a technology-led organization that delivers innovative solutions to some of the world&rsquo;s most pressing challenges.</div><div></div><div>
Mobility Information</div><div>
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.</div><div></div><div>
Job Posting End Date:</div>
January-31-2026</div>

Defence Housing Australia

Director of Service Operations - Customer Service Centre <p><b>Job no:</b> 493668<br/><b>Work type:</b> Full Time, Full Time / Part Time<br/><b>Location:</b> Adelaide<br/><b>Classification:</b> Executive Level 2</p> About us <p>DHA was established in 1988 following passage of the Defence Housing Australia Act 1987 (DHA Act) to provide adequate and suitable housing for, and housing related services to, members of the Australian Defence Force (ADF) and their families. We remain committed to our purpose of providing housing, and housing related services, to ADF members and their families to support Defence's operational needs.</p> <p>DHA manages an expanding portfolio of housing solutions and provides housing for over 17,200 ADF members and their families and administers rent allowance for more than 16,000 ADF members and their families in private rental accommodation. DHA provides housing related services advising on eligibility, providing posting support, and managing bookings and allocation services for all DHA provisioned housing and on base accommodation to approximately 60,000 ADF members.</p> <p>The Service Delivery Group is responsible for providing all housing and customer services to contractors, landlords, ADF members and their families. This includes managing DHA's housing portfolio, administering housing benefits and providing property care services to landlords.</p> <p>The Service Delivery Group are responsible for supporting DHA to meet its strategic outcomes through:</p> <ul> <li>Operational delivery of tenancy, landlord and property management functions across regions.</li> <li>Administration of housing benefits in accordance with Defence policy.</li> <li>Provision of DHA's asset management function, delivery of upgrades work, Defence construction projects and contract management functions.</li> <li>Provision of operational training content for Service Delivery staff.</li> <li>Provision of specialised customer service and property management.</li> <li>Provision of high level contract management and tender support to a national panel of repairs and maintenance contractors.</li> <li>Ensuring property repairs, maintenance and asset management are planned, co ordinated and standardised.</li> </ul> About the role <p>In this role, you will be a strategic leader within the Customer Experience branch, dedicated to achieving strong operational performance outcomes for the Customer Service Centre. You will be responsible for meeting operational and financial performance targets, effective workforce planning, and ensuring all contractual requirements are fulfilled.</p> <p>You will lead a geographically diverse team, ensuring that business outcomes align with corporate objectives. Through supportive coaching and performance management, you will empower your team to deliver exceptional customer service to all stakeholders. You will provide clear guidance and direction to foster a high performing and engaged team. Building strong and honest relationships with high profile stakeholders, based on an ethical foundation, will be a key aspect of your role.</p> Benefits for working at DHA include: <ul> <li>15.4% superannuation</li> <li>Generous leave entitlements, including 18 days personal leave and 20 days annual leave per year</li> <li>Work life balance and flexible working options (including part time arrangements)</li> <li>A positive workplace culture where you can bring your whole self to work</li> <li>Opportunities to broaden your industry knowledge and experience</li> <li>Career progression and opportunities</li> <li>A dedicated Employee Assistance Program for you and your family to access in times of need</li> <li>ADF partner employment conditions when posting to a new location</li> </ul> <p>This is a Non ongoing Engagement for a period of up to 12 months with possibility of extension or permanency.</p> <p>All successful applicants are required to be eligible to complete a Baseline Vetting security clearance for consideration of the Australian Government Security Vetting Agency (AGSVA).</p> How to apply <p>To apply, click the <b>Apply Now</b> button below with your current resume and a 500-word pitch, addressing the requirements of the role. For more information about the role, click <b>View Candidate Information Pack</b> button below.</p> <p>Please contact Meagan Jaunutis, Head of Customer Experience.</p> <p>RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: </p> <p>Employment with DHA is conditional on successful applicants demonstrating that they are an Australian citizen and can obtain and maintain a security clearance at the required level.</p> Inclusion and Diversity <p>DHA is committed to building an inclusive and diverse workforce. We welcome applications from across our community including, Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, ex defence members, mature aged employees and carers.</p>

Director of Service Operations - Customer Service Centre

Johnson & Johnson

<div><p>At Johnson &amp; Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com</p><p><b>
Job Function:
</b></p>Technology Product &amp; Platform Management<p><b>
Job Sub Function:
</b></p>Technical Product Management<p><b>
Job Category:</b></p>
People Leader<p><b>
All Job Posting Locations:</b></p>
Dubai, United Arab Emirates<p><b>
Job Description:</b></p><p>
The Director, IM Supply Chain Technology Product Group Leader &ndash; Cx - is responsible for the overall strategic direction for technology supporting our Customer Order Experience capabilities globally. This leader will align product strategy, roadmap, technical capabilities, and delivery in support of current and future business goals. This role is remote eligible on a case by case basis.</p><div><p>
Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):<br>
</p><p>United States - Requisition Number: R-049557</p><p>
Belgium and Singapore - Requisition Number: R-050970</p><p>
United Kingdom - Requisition Number: R-050972</p><p>
Switzerland - Requisition Number: R-050973<br>
</p><p>Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.</p><p>
The role will collaborate with Senior Business and Technology Leaders to identify, prioritize, and ensure consistent product delivery with quality across our Deliver organization. This individual will require a strong mix of leadership skills with business and technical acumen to drive measurable value aligned to business strategy. Driving a culture of innovation with a focus on developing talent will be key to ensure team members are in tune with emerging industry and technology trends. There will be a heavy focus on modernizing the technology used to enable an integrated customer experience in line with our autonomous supply chain strategy.</p><p>
This role will partner across the Supply Chain and Commercial organizations with a deep focus in understanding customer needs and problems as input into developing our technology product roadmap. By implementing user centric industry leading strategies in areas of design and rapid prototyping, we will deliver Minimal Viable Products with speed and agility to meet the needs of the customers and patients we serve.</p><p>
Qualifications:</p><ul><li>
Must have a Bachelor's Degree or equivalent work experience.</li><li>
Experience in digital and emerging technology with demonstrated results required.</li><li>
7+ years of IT product management including process improvement, customer centric design thinking, technical solutioning is required</li><li>
Strong Business Acumen &amp; Communication skills. Demonstrated ability to work with business partners to understand business requirements and define a data and analytics strategy and the associated capabilities.</li><li>
Strong leadership experience in building highly effective, collaborative teams with strong track record of successful delivery.</li></ul><p>
Preferred:</p><ul><li>
Prior experience managing and leading global technology teams is preferred</li></ul><p>
#LI-Remote</p><p>
#JNJTech<br>
</p><p>Johnson &amp; Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
</p><p>Johnson &amp; Johnson is committed to providing an interview process that is inclusive of our applicants&rsquo; needs. If you are an individual with a disability and would like to request an accommodation, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.</p></div><p><b>
Required Skills:
</b></p><p><b>Preferred Skills:</b></p>
Analytical Reasoning, Cost Management, Developing Others, Fact-Based Decision Making, Human-Computer Interaction (HCI), Inclusive Leadership, Leadership, New Program Development, Performance Measurement, Product Development, Product Strategies, Project Management Methodology (PMM), Research and Development, Software Development Management, Stakeholder Management, Strategic Supply Chain Management</div>

Director-Customer Order Experience PGL

Salt

<div>
 <p>
  <strong>
   Job Title: Customer Experience (CX) Director
  </strong>
 </p>
 <p>
  <strong>
   Location:
  </strong>
  Riyadh, Saudi Arabia
 </p>
 <p>
  <strong>
   Industry:
  </strong>
  Professional Services / Management Consulting
 </p>
 <p>
  <strong>
   Seniority:
  </strong>
  Director
 </p>
 <p>
  <strong>
   Role Overview
  </strong>
 </p>
 <p>
  My client is seeking an experienced
  <strong>
   Customer Experience (CX) Director
  </strong>
  to lead large-scale CX transformation programs for clients across Saudi Arabia. The ideal candidate brings
  <strong>
   deep knowledge of the Saudi market
  </strong>
  , a proven track record in designing and delivering customer-centric strategies, and strong leadership capabilities within a consulting environment. This role will shape the CX vision for major public and private sector organizations and oversee multidisciplinary teams to drive measurable business impact.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <p>
  <strong>
   Client Leadership &amp; Delivery
  </strong>
 </p>
 <ul>
  <li>
   Lead end-to-end CX transformation programs, from diagnostic and strategy design to implementation and value realization.
  </li>
  <li>
   Serve as a trusted advisor to senior client stakeholders, including C-level executives and government leaders.
  </li>
  <li>
   Oversee the development of customer journeys, service blueprints, personas, and experience design frameworks.
  </li>
  <li>
   Ensure delivery excellence across engagements, maintaining high-quality standards and adherence to project timelines and budgets.
  </li>
 </ul>
 <p>
  <strong>
   Strategy &amp; Thought Leadership
  </strong>
 </p>
 <ul>
  <li>
   Develop CX strategies aligned with Vision 2030 priorities, local customer expectations, and sector-specific dynamics.
  </li>
  <li>
   Drive thought leadership on emerging CX trends, digital experience, data-driven personalization, and service design innovation.
  </li>
  <li>
   Contribute to internal capability building, including frameworks, methodologies, and CX tools.
  </li>
 </ul>
 <p>
  <strong>
   Business Development
  </strong>
 </p>
 <ul>
  <li>
   Identify and cultivate new business opportunities within the Saudi market.
  </li>
  <li>
   Lead proposal development, pitch presentations, and commercial negotiations.
  </li>
  <li>
   Build and maintain strong relationships across key client accounts and government entities.
  </li>
 </ul>
 <p>
  <strong>
   Team Leadership
  </strong>
 </p>
 <ul>
  <li>
   Manage and mentor multidisciplinary teams including CX strategists, service designers, analysts, and delivery managers.
  </li>
  <li>
   Foster a collaborative, high-performance culture and support professional development of team members.
  </li>
  <li>
   Coordinate with cross-functional teams such as digital, data analytics, customer service, and operations.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications &amp; Experience
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    10+ years of experience
   </strong>
   in Customer Experience, Service Design, Customer Strategy, or related fields.
  </li>
  <li>
   <strong>
    Saudi market experience is essential
   </strong>
   , with strong understanding of local customer behavior, regulatory environments, and sector landscape (e.g., government, financial services, telco, retail, or tourism).
  </li>
  <li>
   Experience working in a
   <strong>
    top-tier consulting firm
   </strong>
   or leading CX transformations in large organizations.
  </li>
  <li>
   Demonstrated ability to manage senior stakeholders and executive-level engagement.
  </li>
  <li>
   Track record of delivering large-scale CX, digital transformation, or omnichannel strategy programs.
  </li>
  <li>
   Strong commercial acumen and experience with business development.
  </li>
  <li>
   Fluent in English;
   <strong>
    Arabic proficiency strongly preferred
   </strong>
   .
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Competencies
  </strong>
 </p>
 <ul>
  <li>
   CX strategy &amp; journey design
  </li>
  <li>
   Service design &amp; customer insights
  </li>
  <li>
   Digital experience &amp; omnichannel transformation
  </li>
  <li>
   Data-driven decision making &amp; VOC programs
  </li>
  <li>
   Stakeholder management and executive communication
  </li>
  <li>
   Leadership, coaching, and team development
  </li>
  <li>
   Structured problem solving and analytical thinking
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  *** Only successful candidates will be contacted ***
 </p>
</div>


Director Customer Experience

Lytegen

<div>
 <strong>
  Role Overview
  <br/>
  <br/>
 </strong>
 We are hiring a
 <strong>
  customer facing Project Manager
 </strong>
 with strong
 <strong>
  US voice and retention experience
 </strong>
 to manage
 <strong>
  pre install homeowner communication
 </strong>
 for a US based solar company.
 <br/>
 <br/>
 In this role, you will act as the
 <strong>
  single point of contact
 </strong>
 for customers during the critical
 <strong>
  survey and pre installation phase
 </strong>
 , ensuring schedules stay intact and customers remain committed through confident, controlled communication.
 <br/>
 <br/>
 This is
 <strong>
  not a support role
 </strong>
 .
 <br/>
 <br/>
 This is a
 <strong>
  customer retention and coordination role
 </strong>
 that requires ownership, judgment, and the ability to handle difficult conversations without escalation.
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Act as the Project Manager for assigned customers during the pre install phase
  </li>
  <li>
   Call US homeowners to confirm and reschedule site surveys and installations
  </li>
  <li>
   Proactively manage customer expectations around timelines and delays
  </li>
  <li>
   Handle frustrated or cancellation prone customers and retain projects before installation
  </li>
  <li>
   Communicate next steps clearly and confidently to maintain customer trust
  </li>
  <li>
   Coordinate internally with operations, scheduling, and field teams
  </li>
  <li>
   Document conversations and project updates accurately
  </li>
  <li>
   Ensure projects move forward without customer drop off
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <strong>
  equired Experience and Skills
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   3 to 6+ years of experience in US or UK voice process
  </li>
  <li>
   Prior experience in customer retention, save desk, escalations, renewals, or high ticket appointment setting
  </li>
  <li>
   Experience owning customer communication end to end
  </li>
  <li>
   Excellent spoken English with a neutral international accent
  </li>
  <li>
   Strong objection handling and de escalation capability
  </li>
  <li>
   Ability to communicate with authority while maintaining empathy
  </li>
  <li>
   Comfortable managing multiple customers and timelines simultaneously
  </li>
  <li>
   Stable work history in international BPO or customer facing roles
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What This Role Is NOT
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Not entry level
  </li>
  <li>
   Not back office or non voice
  </li>
  <li>
   Not basic customer support or script reading
   <br/>
   <br/>
  </li>
 </ul>
 This role requires
 <strong>
  tenure, maturity, and ownership mindset
 </strong>
 .
</div>


Customer Experience Project Manager

Search 10000+ Customer experience leader jobs near you this December. New roles added regularly across leading industries. Apply today.

10000 customer experience leader jobs NEAR_ME

Manager – Customer Experience & Operations (CX & Ops)

Product and Customer Center of Excellence Lead

Product and Customer Center of Excellence Lead

Director of Service Operations - Customer Service Centre

Director-Customer Order Experience PGL

Director Customer Experience

Customer Experience Project Manager