Senior Customer Experience Manager

About the Role:
Kuwait City is rapidly becoming a regional hub for digital transformation, and at AsesoTran Gulf Operations Company, we are building customer-centric enterprise platforms that combine operational efficiency with modern digital experience. We believe customer experience is not a support function but a core product discipline. We are looking for a Senior Customer Experience Manager (m/f/d) who will own the end-to-end customer journey across all digital and operational touchpoints. You will shape how clients interact with our services, turning complex workflows into simple, intuitive, and reliable experiences. You will lead a growing CX team and work closely with product, engineering, and operations leadership to ensure customer satisfaction drives every decision.

Why Work With Us?
The Environment: Our office in Sharq Business District, Kuwait City offers a modern and professional workspace designed for focus, collaboration, and high performance.
Customer First Culture: We prioritize real user outcomes over internal assumptions. Decisions are backed by data and customer insights.
Cross Functional Impact: You will work directly with senior leadership and influence product and operational strategy.
Growth Opportunity: As the company scales across the GCC region, this role will expand into regional CX leadership responsibilities.
Modern Tools: We use leading CRM, analytics, and UX research platforms to continuously improve customer journeys.

Key Responsibilities:
Customer Journey Ownership: Design and optimize the full end-to-end customer experience across digital platforms and service operations.
CX Strategy Development: Build and execute customer experience frameworks aligned with business goals and regional expansion.
Team Leadership: Lead and mentor CX specialists, ensuring high performance and consistent service standards.
Voice of Customer Programs: Establish feedback systems, surveys, and analytics to capture actionable customer insights.
Cross Functional Collaboration: Work closely with product, operations, IT, and sales teams to resolve customer friction points.
Service Quality Improvement: Identify gaps in customer experience and implement measurable improvements across processes.
Stakeholder Communication: Present CX insights, performance reports, and strategic recommendations to senior leadership.

What We Are Looking For:
Experience: 6 plus years in Customer Experience, Service Design, UX, or Operations, including at least 2 years in a leadership role.
Background: Experience in B2B services, logistics, technology, or enterprise operations is highly preferred.
Customer Focus: Strong ability to translate customer needs into scalable service improvements.
Analytical Thinking: Comfortable working with data, KPIs, and customer behavior insights.
Leadership Skills: Proven ability to manage teams and drive cross functional initiatives.
Communication: Strong presentation and stakeholder management skills in both English and Arabic preferred.
Mindset: Strategic thinker who balances operational execution with long term customer experience vision.

Pay: KD2,000.000 - KD2,900.000 per month

Work Location: In person