Customer Experience Lead Specialist
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Key skills for this role
About the Role
Zakat, Tax and Customs Authority seeks a Customer Experience Lead Specialist in Riyadh. The role involves analyzing customer feedback, designing satisfaction surveys, preparing awareness programs, and managing social media content.
Key Skills for This Role
Responsibilities
- Monitor current and future customer journey trends
- Align strategies with customer experience directives across departments
- Prepare, distribute, collect, and analyze customer satisfaction surveys
- Support in defining multi departmental metrics for customer intelligence
- Prepare comprehensive plan to improve customer experience based on gap analysis
- Recommend service quality measurement standards
- Coordinate with agile teams for customer experience improvement initiatives
- Identify external companies for best pricing and services for awareness goals
- Prepare awareness programs to increase public awareness
- Develop and update publishing policy
- Prepare and execute annual awareness and communication plan
- Build and maintain relationships with press and media partners
Requirements
- Bachelor's degree in Communications, Marketing, or Public Administration
- At least 4 years of experience in the field
Full Job Posting
Job Objective
- Professional level capable of working with general guidance
- Responsible for solving challenges requiring analysis
- Includes operational activities: identifying metrics, designing surveys, preparing awareness programs, managing social media
Tasks and Responsibilities
- Monitor current and future customer journey trends
- Align strategies with customer experience directives
- Prepare, distribute, collect, and analyze customer satisfaction surveys
- Support in defining multi departmental metrics for customer intelligence
- Prepare comprehensive plan to improve customer experience
- Recommend service quality measurement standards
- Identify methods to update services via electronic platform
- Work with agile teams for improvement initiatives
- Identify external companies for best pricing and services
- Prepare awareness programs
- Develop and update publishing policy
- Prepare and execute annual awareness and communication plan
Qualifications and Requirements
- At least 4 years of experience in the field
- Bachelor's degree in Communications, Marketing, or Public Administration
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