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customer experience specialist

سواعد للتوظيف | Sawaid Recruitment

<div>
 
 
 Role Overview
 
 
 
 You will be responsible for designing, analyzing, and improving end-to-end customer journeys across all touchpoints. This role focuses on identifying pain points, optimizing processes, and driving initiatives that enhance overall customer satisfaction and loyalty.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Design and maintain customer journey maps across key products and services.
 </li>
 <li>
 Analyze customer data, feedback, and behavioral insights to identify improvement opportunities.
 </li>
 <li>
 Identify pain points, service gaps, and moments of truth in the customer journey.
 </li>
 <li>
 Collaborate with cross-functional teams to implement CX improvements.
 </li>
 <li>
 Develop and standardize customer experience frameworks, guidelines, and best practices.
 </li>
 <li>
 Monitor and report on CX performance metrics and trends.
 </li>
 <li>
 Lead or support CX transformation initiatives and projects.
 </li>
 <li>
 Conduct workshops and stakeholder sessions to align on customer-centric strategies.
 </li>
 <li>
 Ensure consistency of experience across all customer touchpoints.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Requirements:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Marketing, or a related field.
 </li>
 <li>
 2-5 years of experience in Customer Experience, Quality, or similar roles.
 </li>
 <li>
 Practical understanding of customer journey mapping methodologies and tools.
 </li>
 <li>
 Knowledge in measuring and analyzing customer satisfaction metrics (CSAT - NPS - CES).
 </li>
 <li>
 Strong analytical skills with ability to interpret data and insights.
 </li>
 <li>
 CCXP or Lean Six Sigma (Green Belt) certification is highly preferred.
 </li>
 </ul>
</div>

Customer Experience Quality Specialist

Gathern | جاذر إن

<div>
 Serve as a subject matter expert within the Host Experience team, leading specific initiatives such as loyalty program deployment, claims resolution and professional host engagement. Support the manager in driving host happiness and retention.
 
 
 
 Accountabilities :
 
 
 
 <ul>
 <li>
 Design and implement the Host Loyalty Program in partnership with the manager
 </li>
 <li>
 Manage the claims process, ensuring fair and timely compensation for hosts
 </li>
 <li>
 Coordinate the Host Advisory Board, organizing sessions and tracking action items
 </li>
 <li>
 Analyze host feedback and usage metrics to identify areas for app enhancements
 </li>
 <li>
 Develop tailored experiences and support packages for professional hosts (5+ units)
 </li>
 <li>
 Support onboarding and ongoing training for new hosts, ensuring consistent engagement
 </li>
 <li>
 Track host happiness and retention metrics, reporting insights to leadership
 </li>
 <li>
 Partner with the guest experience team on policy reviews and unified service initiatives
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in Business, Hospitality or related field
 </li>
 <li>
 4+ years' experience in customer/host experience or operations roles
 </li>
 <li>
 Experience in program management or product management
 </li>
 <li>
 Proficiency in analyzing data and using CRM/digital tools
 </li>
 <li>
 Strong interpersonal and communication skills
 </li>
 </ul>
</div>

Customer Experience Senior Specialist

Gathern

<div>Serve as a subject matter expert within the Host Experience team, leading specific initiatives such as loyalty program deployment, claims resolution and professional host engagement. Support the manager in driving host happiness and retention.
Accountabilities :
<ul><li>Design and implement the Host Loyalty Program in partnership with the manager.</li><li>
Manage the claims process, ensuring fair and timely compensation for hosts.</li><li>
Coordinate the Host Advisory Board, organizing sessions and tracking action items.</li><li>
Analyze host feedback and usage metrics to identify areas for app enhancements.</li><li>
Develop tailored experiences and support packages for professional hosts (5+ units).</li><li>
Support onboarding and ongoing training for new hosts, ensuring consistent engagement.</li><li>
Track host happiness and retention metrics, reporting insights to leadership.</li><li>
Partner with the guest experience team on policy reviews and unified service initiatives.</li></ul> 

Requirements 
<ul><li>
Bachelor&rsquo;s degree in Business, Hospitality or related field.</li></ul><ul><li>
4+ years&rsquo; experience in customer/host experience or operations roles.</li><li>
Experience in program management or product management.</li><li>
Proficiency in analyzing data and using CRM/digital tools.</li><li>
Strong interpersonal and communication skills.</li></ul></div>

HungerStation | هنقرستيشن

<div>
 HungerStation is part of the Delivery Hero Group, the world&rsquo;s pioneering local delivery platform, our mission is to deliver an amazing experience&mdash;fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
 
 
 
 Purpose
 
 
 
 
 Job Description
 
 
 
 To effectively monitor the customer experience, collect feedback, measure satisfaction levels, track key customer experience metrics and analyze customer touchpoints throughout their lifetime with HS
 
 
 
 Key Accountability Areas
 
 
 
 
 Customer Experience
 
 
 
 <ul>
 <li>
 Identify touch points during customer experience and analyze the current state of these touch points and how to improve them.
 </li>
 <li>
 Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters
 </li>
 <li>
 Conduct customer interviews and surveys and report on insights
 </li>
 <li>
 Regular communication with internal stakeholders such as customer care and other customer-facing teams to identify gaps and opportunities.
 </li>
 <li>
 Raising red flags wherever the business process &ndash; billing, installation, or anything pre or post sales &ndash; needs correction to ensure the customer has a seamless experience with the company
 </li>
 <li>
 Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes
 </li>
 <li>
 Work with the product and the technology teams to ensure seamless brand and buying experience with technology- be it the brand website or a self-service app
 </li>
 <li>
 Design and implement customer retention programs to minimize churn and enhance long-term customer engagement.
 </li>
 <li>
 Oversee customer service metrics, including response time, resolution rate, and CSAT, to drive continuous improvement.
 </li>
 <li>
 Monitor competitor strategies and industry trends to ensure Hungerstation remains a leader in customer experience
 </li>
 <li>
 Analyze internal company&rsquo;s performance data and find out patterns that might affect the customer experience.
 </li>
 <li>
 Prepare weekly, monthly, and annually data-based insights and report them to internal stakeholders.
 </li>
 <li>
 Support internal stakeholders with data analytics when needed to help them improve areas that affect customer experience.
 </li>
 <li>
 Lead and manage projects and programs with internal stakeholders to improve customer experience.
 
 
 </li>
 </ul>
 
 Strategy &amp; Planning
 
 
 
 <ul>
 <li>
 Contribute to the development and execution of the Division&rsquo;s ABCs and OKRs, while ensuring alignment with other Functions' heads.
 </li>
 <li>
 Make critical decisions that support the Division's strategic and tactical direction.
 </li>
 <li>
 Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.
 
 
 </li>
 </ul>
 
 Governance and Resilience
 
 
 
 <ul>
 <li>
 Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
 </li>
 <li>
 Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
 </li>
 <li>
 Uphold a high-performance working environment and promote HS&rsquo;s Values.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 Knowledge and Experience
 
 
 
 <ul>
 <li>
 8 - 10 years of experience in customer experience, customer service, or operations,
 </li>
 <li>
 Strong analytical skills with experience in customer feedback analysis, retention management, and process improvement.
 </li>
 <li>
 Proficiency in CX tools, CRM software, and customer support platforms.
 </li>
 <li>
 Excellent communication and leadership skills, with the ability to influence stakeholders.
 </li>
 <li>
 Knowledge of food delivery or e-commerce industries is a plus.
 </li>
 <li>
 Ability to work in a fast-paced, dynamic environment and drive results.
 </li>
 <li>
 Strong project management skills with the ability to execute multiple initiatives simultaneously.
 </li>
 <li>
 Experience in data-driven decision-making, customer segmentation, and personalization strategies.
 
 
 </li>
 </ul>
 
 Education and Certifications
 
 
 
 Bachelor&rsquo;s degree in Business Administration, or a relevant field is required.
</div>

Customer Experience Senior Manager

Chalhoub Group

<div>INSPIRE | EXHILARATE | DELIGHT
For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.
Every step at Chalhoub Group is taken to build a future where luxury dreams become reality &mdash; bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse &mdash; the Group&rsquo;s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.
Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work certification in several markets.
Sustainability is at the core of the Group&rsquo;s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women&rsquo;s Empowerment Principles, and to have pledged to reach Net Zero by 2040. 
What you'll be doing
Our Fashion Consultant is responsible for delivering an outstanding customer experience and driving our business through sales. They demonstrate a strong understanding of the omnichannel aspects of the role using physical and digital channels to connect with the customers anywhere and anytime and deliver a seamless and consistent high level of service. They act as brand ambassadors through their strong knowledge of the brand and their expertise in fashion and style.
Drive the business
Represent the brand by communicating its values and philosophy though all activities and interactions with customers and other team members
Collaborate with team members and maintain positive relationships to develop a constructive work environment
Achieve individual and collective sales targets and ensure all sales and operational policies and procedures are followed and maintained.
Maintain and understand customer purchasing patterns and behaviors, and utilize this database to engage and build strong relationships with customers to encourage future selling opportunities Promote the Group&rsquo;s loyalty program (MUSE) and increase enrollment rate and new customer
acquisition
Stay abreast of latest fashion trends, social media campaigns, products and competitor, the brand&rsquo;s different online (website, app and social media) offerings and activities and promote them with customers
Participate to the brand&rsquo;s events when required inside or outside the store Customer Centricity
Take ownership of the customer&rsquo;s experience by delivering an exceptional service and bringing to life the brand&rsquo;s customer journey at all different touchpoints (physical and digital) through building rapport, sharing product knowledge and expert&rsquo;s advice, proactively catering to customers&rsquo; needs, interests and preferences
Use impactful storytelling with customers to maximize their experience through education and entertainment
Communicate with customers to assess their needs, provide assistance in satisfying those needs and meeting or surpassing customers&rsquo; expectations.
Use clienteling techniques and tools to connect virtually with customers, build a one-on-one relationship based on trust and human touch and drive loyalty. Such techniques and tools include messaging, (virtual) shopping appointments, etc.
Operational Excellence
Prepare and process e-commerce orders&rsquo; fulfillment from the store within the set SLAs in terms of time and quality
Managing and creating effective and efficient clientele data reporting and analytics, while also maintaining accuracy of data collection.
Maintain all operating standards by ensuring stock replenishment and organising display as per the brand&rsquo;s VM guidelines
Demonstrate a strong understanding and leverage available technology tools when available to support customer experience in and outside of store (Clienteling app, CRM, OMS, etc.)
What you&rsquo;ll need to succeed
Minimum Experience: 2&ndash;3 years in fashion retail
Communication Skills
Styling &amp; Product Knowledge
Technical &amp; Operational Skills
What we can offer you
With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.
We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.
We Invite All Applicants to Apply
It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.
We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.</div>

Fashion Consultant - Marina Rinaldi - Kingdom Center

Eli Lilly

<div>At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We&rsquo;re looking for people who are determined to make life better for people around the world.<div>
Job Overview</div> 
We are seeking an ambitious and execution-focused Consumer Experience Associate to play a hands-on role in delivering Lilly Saudi Arabia&rsquo;s consumer engagement across the cardiometabolic portfolio. This role is accountable for the end-to-end execution of consumer journeys, media campaign delivery, content production coordination, and performance tracking across digital, social, paid media, and traditional channels.
Working alongside the Consumer Experience Manager and at the intersection of brand, digital, medical, and agency partners, this role is designed for a detail-oriented marketer with a consumer-first mindset, strong project management skills, and a genuine passion for improving the patient and consumer experience through creative, compliant, and measurable engagement.<div> 
Key Responsibilities</div><ul><li>
Consumer Journey Execution Own the day-to-day execution of consumer journeys across therapeutic areas &ndash; ensuring each journey is delivered end-to-end with consistency, quality, and alignment to the consumer experience strategy set by the Consumer Experience Manager. Coordinate campaign timelines, deliverables, and approval processes across internal stakeholders and agency partners, ensuring on-time and in-full delivery of all consumer-facing assets.</li><li>
Media Buying Execution &amp; Campaign Management Execute media buying plans across digital, social, programmatic, search, and traditional channels as directed by the Consumer Experience Manager. Manage day-to-day media agency coordination &ndash; trafficking assets, monitoring campaign delivery, tracking spend against budget, and flagging performance issues. Optimize in-flight campaigns based on performance data, adjusting targeting, creative rotation, and budget allocation to maximize reach and ROI.</li><li>
Content Production &amp; Creative Coordination Coordinate the production of consumer-facing creative content across all channels &ndash; managing agency briefs, review cycles, and delivery timelines for digital assets, social media content, video, educational materials, and campaign visuals. Support the development, localization, and rollout of consumer-facing materials, adapting global frameworks to KSA market needs while maintaining brand compliance and SFDA regulatory alignment. Manage day-to-day collaboration with creative, digital, and media agencies &ndash; providing clear briefs, tracking deliverables, and ensuring quality and compliance standards.</li><li>
Performance Tracking &amp; Reporting Own the tracking and reporting of consumer campaign performance &ndash; developing regular performance summaries that capture KPIs across reach, engagement, conversion, and consumer experience quality. Maintain structured performance dashboards for all active consumer initiatives, providing the Consumer Experience Manager and stakeholders with clear visibility into what is working and where adjustments are needed. Analyze campaign data, social listening outputs, and consumer insights to generate actionable recommendations for optimization.</li><li>
Consumer Insights Support the collection and synthesis of consumer insights &ndash; including social listening, market research, and digital analytics &ndash; to inform both in-flight optimization and future campaign planning. Identify opportunities to strengthen disease awareness and consumer engagement through innovative approaches, bringing ideas and execution recommendations to the Consumer Experience Manager.</li><li>
Compliance &amp; Cross-Functional Coordination Ensure all consumer-facing assets and campaigns comply with SFDA guidelines, Lilly&rsquo;s global compliance standards, and applicable advertising regulations. Work cross-functionally with Marketing, Brand, Medical, Legal, Compliance, and Global teams to ensure smooth and compliant execution of all consumer initiatives.</li></ul><div> 
Qualifications</div>
Education<ul><li>
Bachelor&rsquo;s degree in Marketing, Business Administration, Communications, or a related field.</li><li>
MBA or relevant postgraduate degree is a plus.</li></ul>
Experience<ul><li>
3+ years of experience in consumer marketing, brand management, media campaign execution, or agency coordination.</li><li>
Experience in FMCG, healthcare, digital health, media, technology, or other consumer-driven industries is valued.</li><li>
Experience working in cross-functional and project-based environments.</li><li>
Hands-on experience with media buying execution, content production, or digital campaign management is preferred.</li></ul> 
Core Competencies<ul><li>
Strong execution orientation with attention to detail and the ability to manage multiple initiatives simultaneously.</li><li>
Solid understanding of media buying mechanics across digital, social, and traditional channels.</li><li>
Strong project management skills with experience coordinating agency deliverables and campaign timelines.</li><li>
Analytical skills with the ability to translate campaign data into clear, actionable insights.</li><li>
Experience with performance analytics tools and social listening platforms is a plus.</li><li>
Excellent written and verbal communication skills in Arabic and English.</li></ul><div>
Working Conditions</div><ul><li>
Travel: Occasional domestic travel for campaign activations and agency meetings.</li><li>
Environment: Primarily office-based with regular engagement with external agency partners.</li></ul>
Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.
Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.
#WeAreLilly</div>

Associate / Senior Associate - Consumer Experience, KSA

InterSystems Corporation

<div>The Application Support Specialist will contribute to the successful and timely support and deployment of the TrakCare product by providing application knowledge in the functional areas of product support, requirements scoping, field design documentation and change request testing. The Applications Support Specialist will act as an ''expert'' product resource for our partners.

As Application Support Specialist, you must creative, motivated, and energetic problem-solvers. You will have the opportunity to work with some of the world's leading organizations in healthcare. This position will also encourage and prepare you to take on other growth opportunities within the organization.

A mentor will help you identify and develop your application skills, professional, and personal skills for a successful career. Depending on your level of experience the training program can include: classroom learning, e-learning, projects, and external courses. Your mentor will also help you familiarize you with the InterSystems environment.

Responsibilities:
<ul>
<li>Ready to work in the Support team.</li>
<li>Provide immediate response to customer inquiries in accordance with service standards.</li>
<li>Provide support to current installed based customers.</li>
<li>Provide the link between our customers and the InterSystems Global Support organization.</li>
<li>Liaise with customers in order to understand the work processes and requirements that are required to be addressed by the TrakCare application.</li>
<li>Provide application support for the TrakCare Hospital Management System.</li>
<li>Support the TrakCare application in a manner that will suit the business requirements of the customer and follow the methodologies and processes of InterSystems.</li>
<li>Escalate Open (unresolved) problems in accordance with current policies and procedures.</li>
<li>Conduct individual and group training, product demonstrations and workshops as required.</li>
<li>Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to management.</li>
<li>Be a Subject Matter Expert (SME) for TrakCare.</li>
<li>Improve response time to customer inquiries by continuously improving communication, analytical, and learning skills.</li>
<li> If required, work with our partners to identify potential changes within the parameters of the product.</li>
<li>Participate in on-site support if required.</li>
<li>Participate in the on call 24-hour roster service.</li>
</ul>
Qualifications:
<ul>
<li>General aptitude for solving problems and using technology to improve processes.</li>
<li>Understanding and experience in product solutions support.</li>
<li>Understanding and experience with Hospital Information Systems.</li>
<li>Proven ability to think laterally and come up with innovative solutions for software product Support.</li>
<li>Experience working in software not limited to a Developer, Quality Engineer and/or Solutions Architect.</li>
<li>An ability to handle multiple tasks simultaneously and within tight time constraints.</li>
<li>Proven ability to work through problems with different customer groups achieving positive outcomes.</li>
<li>Understanding and experience with Hospital Information, Patient Administration (PAS), Billing, and Revenue cycle management Systems</li>
<li>Understanding of the importance of Health Informatics standards, reporting requirements and legislative controls</li>
</ul>
Education and Training:
<ul>
<li>BS or MS in Computer Science (or equivalent) or business as announced in the vacancy.</li></ul> 


<div>About InterSystems

InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24&times;7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.</div></div>

RCM Application Support Specialist

Explore 1059+ Customer experience specialist in Riyadh this April. Find roles across top companies and apply now to boost your career.

1059 customer experience specialist jobs In Riyadh

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Fashion Consultant - Marina Rinaldi - Kingdom Center

Associate / Senior Associate - Consumer Experience, KSA

RCM Application Support Specialist