director of user experience

Supertech Group

<div>Do you want to love what you do at work? Do you want to make a difference, an impact, and 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 are looking for , webook.com is Saudi&rsquo;s #1 event ticketing and experience booking platform in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion in sales.
The Director of End-User Experience &amp; Care is responsible for designing and executing a comprehensive customer care strategy that drives satisfaction, loyalty, and advocacy across all user touchpoints. This leader will oversee the customer service function globally, build and manage a high-performing multi-market care team, and implement scalable systems that ensure seamless end-to-end experiences for every user interacting with webook.com &mdash; from booking to event day and beyond.
This is not a traditional &ldquo;support&rdquo; role. It&rsquo;s about building a world-class care ecosystem that turns every customer interaction into an opportunity to strengthen the brand and grow lifetime value.
Key Responsibilities:<ul>
<li>
Develop and execute a global end-user care strategy that aligns with webook.com&rsquo;s vision and customer promise.</li>
<li>Establish measurable care KPIs including CSAT, NPS, first-contact resolution, and response time.</li>
<li>Build a multi-market care framework that accounts for regional differences (language, culture, event type, payment behavior).</li>
<li>Collaborate with marketing, operations, and tech to design consistent customer journeys across web, app, and offline experiences.</li>
<li>Oversee daily operations of customer care teams (in-house and outsourced), ensuring 24/7 coverage where needed.</li>
<li>Lead the implementation of CRM and CX management platforms (e.g., Zendesk, Freshdesk, or Salesforce Service Cloud).</li>
<li>Define and document SOPs, SLAs, and escalation flows across all care channels (chat, email, social, call center, and on-ground event support).</li>
<li>Ensure all communication &mdash; automated or human &mdash; reflects webook.com&rsquo;s tone of voice and values.</li>
<li>Partner with Product, Design, and Marketing to analyze friction points across the user journey and implement improvements.</li>
<li>Use data analytics and customer feedback loops to influence product and policy decisions.</li>
<li>Design and oversee proactive support systems (FAQs, help centers, chatbots, AI assistants) that empower users to self-serve effectively.</li>
<li>Introduce VOC (Voice of Customer) programs to continuously gather and act on insights.</li>
<li>Recruit, train, and mentor a global customer care leadership team.</li>
<li>Build a service culture that celebrates empathy, problem-solving, and accountability.</li>
<li>Design quarterly CX training programs for all front-facing departments.</li>
<li>Promote a &ldquo;care is marketing&rdquo; philosophy &mdash; transforming every service interaction into a retention and upselling opportunity.</li>
<li>Establish dashboards to track CX metrics and trends across markets.</li>
<li>Report regularly to the COO and C-suite on insights, patterns, and actionable improvements.</li>
<li>Own the customer care budget and resource allocation strategy.</li>
<li>Collaborate with finance and product teams to quantify the ROI of customer satisfaction and retention initiatives.</li>
<li>Own the restructuring and modernization of the customer care infrastructure to transform customer interactions into a reliable, decision-grade intelligence engine for leadership.</li>
<li>Establish a robust CX data architecture across all care tools including Zendesk, Exacall, CRM, and any telephony or chat systems, ensuring accurate, consistent, and automated data capture.</li>
<li>Design and enforce standardized reporting frameworks covering case volumes, resolution drivers, escalation patterns, agent productivity, backlog health, and recurring customer pain points across markets.</li>
<li>Build executive-level dashboards that translate raw care data into clear insights for leadership, highlighting systemic issues, product gaps, operational bottlenecks, fraud patterns, and experience risks.</li>
<li>Ensure leadership has real-time and periodic visibility into customer sentiment trends, incident root causes, and operational performance without dependency on manual reporting.</li>
<li>Partner with Product, Tech, Marketing, and Operations to ensure customer care data directly informs roadmap prioritization, policy changes, and experience improvements.</li>
<li>Introduce advanced analytics and tagging methodologies to classify cases by intent, severity, and business impact, enabling proactive interventions rather than reactive support.</li>
<li>Hold full accountability for data accuracy, reporting quality, and insight relevance, ensuring customer care is treated as a strategic intelligence function, not a reactive service desk.</li>
</ul>
Requirements<ul>
<li>
Bachelor&rsquo;s degree in Business, Communications, or a related field (MBA preferred).</li>
<li>10+ years of experience in customer experience, service operations, or digital support leadership, preferably in e-commerce, ticketing, travel, or super-app environments.</li>
<li>Proven record of building and scaling multi-market care operations.</li>
<li>Strong understanding of CRM tools, AI chat systems, and customer data analytics.</li>
<li>Exceptional communication and people-leadership skills.</li>
<li>Fluency in English required; Arabic and/or French is a plus.</li>
<li>Passion for entertainment, travel, and creating memorable experiences.</li></ul></div>

Director of End-User Experience & Care

State of South Carolina

JOB
 The Director of University Web Content and Experience leads the planning, design, and ongoing management of the University’s main website to ensure it effectively communicates the institution’s brand, supports student recruitment, and enhances users’ experience. Reporting to the AVP for University Marketing and Communications, the Director providing strategic direction, project prioritization, and staff supervision. The position focuses on content strategy, design standards, accessibility, and usability across marketing and communication web pages, ensuring accuracy, consistency, and alignment with institutional goals.
 
EXAMPLE OF DUTIES
 Bachelor's degree in web design, digital communications, information technology, or a related field. 5+ years of professional experience managing and maintaining websites, preferably in a higher education or marketing/communications setting.. A valid driver's license and safe driving history are required. Must have strong skills in providing excellent customer service and demonstrate strong ethics.
 
SUPPLEMENTAL INFORMATION
 Demonstrated expertise and experience with content management systems (CMS), preferably Cascade. Proficieny in HTML, CSS and basic knowledge of JavaScript or PHP. Familiarity with Google Analyticcs (GA4), SEO best practices, and web accessibility standards (WCAG 2.1). Must possess a strong eye for design and layout, with a commitment to maintaining brand integrity and visual consistency across digital platforms. Must be comfortable training and guiding university partners in content entry and CMS usage.

Director of University Web Content & Experience

Lucidya

<div>The Director of Customer Experience is a strategic leadership role responsible for defining and executing initiatives that enhance the entire customer journey, drive retention, and maximize customer lifetime value. This role bridges the gap between customer needs and business objectives, ensuring a customer-centric culture across the organization.<h3 class="jobSectionHeader">
Roles &amp; Responsibilities</h3><ul>
<li>Strategic Planning: Define and lead the overall CX strategy, focusing on driving product adoption, customer retention, and expansion opportunities (upsell/cross-sell).</li>
<li>Team Leadership &amp; Management: Build, mentor, and manage a high-performing team of Customer Success Managers (CSMs) and support professionals. Foster a culture of excellence and customer advocacy.</li>
<li>Customer Journey Optimization: Map and analyze the entire customer journey, from onboarding to renewal, to identify pain points and implement improvements for a seamless experience.</li>
<li>Data Analysis &amp; Performance Metrics: Own and monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLV), and Annual Recurring Revenue (ARR). Use data-driven insights to inform strategies and executive reporting.</li>
<li>Cross-Functional Collaboration: Collaborate closely with Product, Sales, Marketing, and Engineering teams to ensure a unified approach to customer interactions and advocate for product enhancements based on customer feedback.</li>
<li>Process &amp; Operational Excellence: Implement scalable processes and systems, including automation and AI-driven support, to optimize customer experiences and operational efficiency.</li>
<li>Crisis Management &amp; Advocacy: Address complex customer issues and escalations promptly, while acting as the &quot;voice of the customer&quot; within the company to ensure customer needs are met and relationships are maintained.</li>
</ul>
Requirements<h3 class="jobSectionHeader">
Experience</h3><ul>
<li>Experience: 8-10+ years of experience in customer-facing or post-sales leadership roles within a B2B SaaS environment. Experience in scaling teams and operations during company growth is highly valued.</li>
<li>Education: A bachelor's degree in Business Administration, Marketing, or a related is required, with an MBA or relevant professional certifications (e.g., CCXP) is a plus.</li>
<li>Technical Skills: Proficiency with CRM software (e.g., Salesforce, HubSpot), customer success platforms (e.g., Gainsight), and data analytics and reporting tools (e.g., Tableau, Power BI).</li>
</ul><h3 class="jobSectionHeader">Soft Skills</h3><ul>
<li>Leadership &amp; Communication: Exceptional interpersonal, presentation, and team management skills.</li>
<li>Strategic &amp; Analytical Thinking: Ability to synthesize complex data and feedback into actionable strategies and make data-driven decisions.</li>
<li>Empathy &amp; Problem-Solving: A genuine obsession for the customer experience and the ability to identify and resolve root causes of issues.</li>
<li>Adaptability: The ability to navigate rapid technological shifts and evolving customer expectations is crucial.</li></ul></div>

Director of Customer Experience

Zupee

<div>
 
 
 Role:
 
 Associate Director- Digital Marketing
 
 
 
 Reports to:
 
 Vice President- Digital Marketing
 
 
 
 Location:
 
 Gurgaon
 
 
 
 
 
 
 About The Job:
 
 
 
 
 
 
 As the Associate Director- Digital Marketing, you will play a pivotal role in shaping and executing our digital marketing
 
 
 strategies to drive brand awareness, user acquisition, and engagement. This position requires a strategic
 
 
 thinker with a passion for the gaming industry, a deep understanding of digital marketing channels, and a
 
 
 proven track record of driving results in a fast-paced environment.
 
 
 
 
 
 
 Responsibilities:
 
 
 
 1. Develop and Execute Digital Marketing Strategies:
 
 
 &bull; Formulate comprehensive digital marketing strategies aligned with overall business goals.
 
 
 &bull; Oversee the execution of campaigns across various digital channels, including Google,
 
 
 Facebook, Programmatic DSP/SSP, affiliates, Publishers, influencer, growth partnerships,
 
 
 and other emerging platforms.
 
 
 2. User Acquisition and Retention:
 
 
 &bull; Lead initiatives to acquire new users through effective paid media campaigns, partnerships,
 
 
 and innovative marketing techniques.
 
 
 &bull; Develop and implement retention strategies to enhance user loyalty and engagement.
 
 
 3. Brand Building and Positioning:
 
 
 &bull; Drive brand awareness and positioning through creative and impactful digital campaigns.
 
 
 &bull; Collaborate with cross-functional teams to ensure brand consistency across all digital
 
 
 touchpoints.
 
 
 4. Analytics and Performance Tracking:
 
 
 &bull; Utilize analytics tools to monitor and analyze the performance of digital marketing
 
 
 campaigns.
 
 
 &bull; Make data-driven decisions to optimize campaigns, improve ROI, and achieve key
 
 
 performance indicators (KPIs).
 
 
 5. Team Leadership and Development:
 
 
 &bull; Build and lead a high-performing digital marketing team.
 
 
 &bull; Provide mentorship, guidance, and professional development opportunities for team
 
 
 members.
 
 
 6. Budget Management:
 
 
 &bull; Manage the digital marketing budget effectively, ensuring maximum ROI and efficiency.
 
 
 &bull; Identify cost-effective opportunities for growth and expansion.
 
 
 7. Innovation and Emerging Trends:
 
 
 &bull; Stay abreast of industry trends and emerging technologies in digital marketing and gaming.
 
 
 &bull; Innovate and incorporate new strategies to maintain a competitive edge.
 
 
 
 
 
 
 Qualifications
 
 
 
 &bull; Bachelor's or Master's degree in Marketing, Business, or a related field
 
 
 &bull; Proven experience of 10+ years in digital marketing, gaming industry preferred
 
 
 &bull; Demonstrated success in developing and executing digital marketing strategies that drive user
 
 
 acquisition and engagement.
 
 
 &bull; Proficiency in utilizing analytics tools to measure and optimize campaigns
 
 
 &bull; Strong understanding of GTM planning, performance marketing and creative/campaign
 
 
 development
 
 
 &bull; Excellent leadership and team management skills
 
 
 &bull; Exceptional communication and collaboration abilities
 
 
 &bull; Creative thinking, enterprising, can work with ambiguity and problem-solving skills.
 
 
 
 
 
 
 Good to Have:
 
 
 
 &bull; Experience of managing DM budget of 50Cr+/Year
 
 
 &bull; Experience of managing mobile app campaigns at scale
 
 
 &bull; Strong knowledge of Mobile attribution (Adjust, Appsflyer, Singulars, Branch etc&hellip;any one of them)
 
 
 &bull; Strong knowledge of Product marketing tools ( clevertap, webengage, moengage etc&hellip;any one of
 
 
 them)
 
 
 &bull; Super strong with marketing analytics and BI
 
 
 &bull; Experience with influencer marketing and partnerships
 
 
 &bull; Familiarity with gaming platforms, communities, and industry events
 
 
 &bull; Knowledge of SEO, ASO (App Store Optimization), and other relevant digital marketing techniques.
 
</div>

Associate Director- Digital Marketing

<div></div><div><div><div><div><ul><div>5 - 7 Years</div>
<div></div><div>1 Opening</div>
 <div>Hyderabad</div></ul></div><div> 
<div><div>
</div></div></div></div><div></div><div><h3 class="jobSectionHeader">Role description</h3>
<div>We're looking for a Senior UX Designer to join our dynamic SME Software team at Experian. This is a pivotal role where you'll shape the user experience across a suite of 
innovative products designed to empower small and medium-sized businesses. 
You'll work independently and collaboratively to modernise legacy designs, 
align with Experian's brand, and deliver intuitive, high-impact user 
experiences.
<ul>
<li>You will be based in Hyderabad, reporting to the Product Director.</li>
</ul><ul><li>What You'll Be Doing - Lead UX design for complex software 
applications, ensuring experiences are user-centric, accessible, and 
aligned with Experian's brand guidelines.</li>
</ul><ul><li>Collaborate cross-functionally with Product 
Managers, Business Analysts, Developers, and Marketing to translate 
business goals into elegant, usable designs.</li>
<li>Modernise and elevate legacy interfaces, applying 
creative-thinking and strong visual design skills to bring them in line 
with current UX best practices and Experian's design system.</li>
<li>Create and maintain UX documentation including 
wireframes, user flows, prototypes, interaction models, and design 
specifications.</li>
<li>Champion consistency by developing and evolving 
internal UX standards, templates, and reusable components.</li>
<li>Support implementation by working closely with 
development teams to ensure design fidelity and functionality.</li>
<li>Contribute to visual branding through the 
creation of style guides and design assets that support product and 
marketing needs.</li>
<li>Advocate for the user by participating in 
usability testing, gathering feedback, and iterating designs based on 
insights.</li>
</ul>
Qualifications
<ul>
<li>4+ years of experience in UX/UI design, ideally 
within web-based applications or SaaS platforms.</li>
<li>Proficiency in Figma, Axure, or similar tools for wireframing, 
prototyping, and design systems.</li>
</ul><ul><li>Expertise in Usability testing, user research, 
and iterative design processes.</li>
<li>Familiarity with Agile product development and 
collaboration in cross-functional teams.</li>
<li>Strong creative and visual design skills, with a 
portfolio that demonstrates modern, user-friendly interfaces.</li>
</ul></div>
<h3 class="jobSectionHeader">Skills</h3>
<div>ux design,figma,user research,prototyping,</div></div></div></div>
 <div><h3 class="jobSectionHeader">About UST</h3>
<div>UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world&rsquo;s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients&rsquo; organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact&mdash;touching billions of lives in the process.</div></div>

Lead I - UX Design

Parcelat | بارسلات

<div>
 The Product Manager / Product Owner is responsible for translating Parcelat's strategic initiatives and operational needs into clear, actionable product requirements. The role serves as the key link between leadership, development, operations, and external logistics partners &mdash; ensuring all stakeholders remain aligned on priorities, features, and delivery timelines.
 
 
 The objective is to manage the product backlog, drive integrations, and ensure each release effectively supports Parcelat's commercial and operational goals.
 
 
 Key Duties and Tasks:
 
 
 <ul>
 <li>
 Translating Vision into Action
 </li>
 <li>
 Convert leadership's strategic direction into product features, user stories, and acceptance criteria
 </li>
 <li>
 Maintain a clear and detailed product roadmap reflecting business priorities
 </li>
 <li>
 Collaborate with stakeholders to ensure alignment of what is being built and why
 </li>
 <li>
 Backlog Management &amp; Prioritization
 </li>
 <li>
 Own, organize, and prioritize the product backlog according to business value and urgency
 </li>
 <li>
 Facilitate sprint planning sessions with the development team
 </li>
 <li>
 Continuously refine requirements based on feedback, dependencies, and resource availability
 </li>
 <li>
 Cross-Functional Coordination
 </li>
 <li>
 Work closely with developers to ensure clear understanding of requirements and timely delivery
 </li>
 <li>
 Coordinate with operations to translate on-ground feedback into product improvements
 </li>
 <li>
 Support leadership and business teams by providing product progress reports, risks, and change summaries
 </li>
 <li>
 Partner &amp; Integration Management
 </li>
 <li>
 Liaise with external logistics partners to understand their system and integration requirements
 </li>
 <li>
 Translate partner requirements into clear technical tasks and documentation for the development team
 </li>
 <li>
 Oversee integration projects end-to-end &mdash; from requirement gathering and API alignment to testing and go-live
 </li>
 <li>
 Quality, Testing &amp; Delivery
 </li>
 <li>
 Validate developed features and integrations against acceptance criteria
 </li>
 <li>
 Coordinate user acceptance testing (UAT) with internal teams
 </li>
 <li>
 Document key product decisions, updates, and release notes
 </li>
 <li>
 Continuous Improvement
 </li>
 <li>
 Collect user and partner feedback to identify improvement opportunities
 </li>
 <li>
 Assist in tracking key product KPIs and reporting performance results
 </li>
 <li>
 Recommend and prioritize enhancement ideas that deliver measurable business value
 
 
 </li>
 </ul>
 
 Job Relations:
 
 
 
 
 Internal Relations:
 
 
 
 <ul>
 <li>
 Works closely with the Business Development Director for product direction and prioritization
 </li>
 <li>
 Coordinates with Development, Operations, and Project Management teams for feature execution and testing
 </li>
 <li>
 Collaborate with Finance and Customer Service as needed for feature validation and process alignment
 
 
 </li>
 </ul>
 
 Reporting Line:
 
 
 
 Reports directly to the Business Development Director.
 
 
 External Communications:
 
 
 <ul>
 <li>
 Communicate regularly with external logistics and e-commerce partners to gather integration requirements and technical specifications
 </li>
 <li>
 Coordinates with partner technical teams for API and system alignment
 </li>
 <li>
 Supports leadership in presenting new features or system capabilities to partners and key stakeholders
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in Business, Engineering, Computer Science, or related field
 </li>
 <li>
 Product Management or Agile certification is an advantage
 </li>
 <li>
 Minimum 3 years of experience in a Product Management or Product Owner role
 </li>
 <li>
 Proven track record in writing user stories, managing product backlogs, and coordinating cross-functional delivery
 </li>
 <li>
 Experience in logistics, SaaS, or startup environments preferred
 </li>
 <li>
 Hands-on exposure to system integrations or working with API-based products
 </li>
 <li>
 Strong organizational and prioritization skills
 </li>
 <li>
 Excellent communication and documentation abilities
 </li>
 <li>
 Analytical and problem-solving mindset with attention to detail
 </li>
 <li>
 Ability to translate business requirements into technical deliverables
 </li>
 <li>
 Comfortable working in a fast-paced, agile environment
 </li>
 <li>
 Proficiency with Agile tools (e.g., Jira, Trello, or Zoho Projects)
 </li>
 <li>
 Understanding of software development life cycle and agile methodologies
 </li>
 <li>
 Good knowledge of partner/system integration principles (APIs, data exchange formats, etc.)
 </li>
 <li>
 Fluent in English (required)
 </li>
 <li>
 Arabic proficiency (preferred)
 </li>
 </ul>
</div>

Product Manager

National Parcel Stations Network Co.

<div>The Product Manager / Product Owner is responsible for translating Parcelat&rsquo;s strategic initiatives and operational needs into clear, actionable product requirements. The role serves as the key link between leadership, development, operations, and external logistics partners &mdash; ensuring all stakeholders remain aligned on priorities, features, and delivery timelines.
The objective is to manage the product backlog, drive integrations, and ensure each release effectively supports Parcelat&rsquo;s commercial and operational goals.
Key Duties and Tasks:
A. Translating Vision into Action<ul>
<li>
Convert leadership&rsquo;s strategic direction into product features, user stories, and acceptance criteria.</li>
<li>Maintain a clear and detailed product roadmap reflecting business priorities.</li>
<li>Collaborate with stakeholders to ensure alignment of what is being built and why.</li></ul> 
B. Backlog Management &amp; Prioritization<ul>
<li>
Own, organize, and prioritize the product backlog according to business value and urgency.</li>
<li>Facilitate sprint planning sessions with the development team.</li>
<li>Continuously refine requirements based on feedback, dependencies, and resource availability.</li></ul> 
C. Cross-Functional Coordination<ul>
<li>
Work closely with developers to ensure clear understanding of requirements and timely delivery.</li>
<li>Coordinate with operations to translate on-ground feedback into product improvements.</li>
<li>Support leadership and business teams by providing product progress reports, risks, and change summaries.</li></ul> 
D. Partner &amp; Integration Management<ul>
<li>
Liaise with external logistics partners to understand their system and integration requirements.</li>
<li>Translate partner requirements into clear technical tasks and documentation for the development team.</li>
<li>Oversee integration projects end-to-end &mdash; from requirement gathering and API alignment to testing and go-live.</li></ul> 
E. Quality, Testing &amp; Delivery<ul>
<li>
Validate developed features and integrations against acceptance criteria.</li>
<li>Coordinate user acceptance testing (UAT) with internal teams.</li>
<li>Document key product decisions, updates, and release notes.</li>
</ul>
F. Continuous Improvement<ul>
<li>
Collect user and partner feedback to identify improvement opportunities.</li>
<li>Assist in tracking key product KPIs and reporting performance results.</li>
<li>Recommend and prioritize enhancement ideas that deliver measurable business value.</li>
</ul>
Job Relations:
Internal Relations:<ul>
<li>
Works closely with the Business Development Director for product direction and prioritization.</li>
<li>Coordinates with Development, Operations, and Project Management teams for feature execution and testing.</li>
<li>Collaborate with Finance and Customer Service as needed for feature validation and process alignment.</li>
</ul>
Reporting Line:
Reports directly to the Business Development Director.
External Communications:<ul>
<li>
Communicate regularly with external logistics and e-commerce partners to gather integration requirements and technical specifications.</li>
<li>Coordinates with partner technical teams for API and system alignment.</li>
<li>Supports leadership in presenting new features or system capabilities to partners and key stakeholders.</li>
</ul>
Requirements<ul>
<li>
Bachelor&rsquo;s degree in Business, Engineering, Computer Science, or related field.</li>
<li>Product Management or Agile certification is an advantage.</li>
<li>Minimum 3 years of experience in a Product Management or Product Owner role.</li>
<li>Proven track record in writing user stories, managing product backlogs, and coordinating cross-functional delivery.</li>
<li>Experience in logistics, SaaS, or startup environments preferred.</li>
<li>Hands-on exposure to system integrations or working with API-based products.</li>
<li>Strong organizational and prioritization skills.</li>
<li>Excellent communication and documentation abilities.</li>
<li>Analytical and problem-solving mindset with attention to detail.</li>
<li>Ability to translate business requirements into technical deliverables.</li>
<li>Comfortable working in a fast-paced, agile environment.</li>
<li>Proficiency with Agile tools (e.g., Jira, Trello, or Zoho Projects).</li>
<li>Understanding of software development life cycle and agile methodologies.</li>
<li>Good knowledge of partner/system integration principles (APIs, data exchange formats, etc.)</li>
<li>Fluent in English (required).</li>
<li>Arabic proficiency (preferred).</li></ul></div>

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