Customer Experience Management Specialist

Job Purpose

Customer Experience Strategy and Measurement

• Design and implement the IT CXM framework, including CSAT, CES, and NPS.
• Manage systems that collect, track, and analyze user feedback.
• Establish feedback loops that translate measurement into improvement initiatives.

Governance and Service Improvement

• Report CXM results to the CIO, IT leadership, and Strategic Management Office.
• Create dashboards and scorecards showing service satisfaction levels.
• Define complaint and service-failure escalation processes with the IT Helpdesk.
• Partner with service owners to turn user insights into action plans and track improvements.

Stakeholder Engagement

• Represent the KAUST user community within IT.
• Facilitate workshops, surveys, and focus groups to understand user needs.
• Provide consolidated customer experience metrics for institutional reporting.

CXM Platform Management

• Manage survey design and deployment, workflow configuration, ITSM and identity-tool integrations, administration, reliability, and governance.
• Build dashboards, automated reports, and analytics pipelines using text mining, sentiment analysis, and AI-driven insights.
• Maintain data quality, privacy compliance, and scalable data flows across CXM touchpoints.

Personal Requirements

• Strong understanding of CX frameworks, including CSAT, CES, NPS, and user-centric service principles.
• Ability to convert feedback and data into actionable service improvements.
• Strong stakeholder management, communication, documentation, and reporting skills.
• Knowledge of statistical concepts used to analyze CXM data.
• Knowledge of ITIL and service improvement practices.

Qualifications and Experience

• Bachelor's degree in Information Systems, Business, Customer Experience, Quality Assurance, Data Analytics, or a related field.
• At least 6 years of experience in CXM, service excellence, analytics, service quality, performance management, or IT service management.
• Experience with CXM platforms such as Qualtrics or Medallia and data visualization tools such as Power BI or Tableau.
• Experience in technology, higher education, or service-driven environments is preferred.

Indicative SFIA Skills

• Consultancy at SFIA Level 5.
• Measurement at SFIA Level 5.
• Customer Service Support at SFIA Level 5.
• Data Analysis at SFIA Level 5.
• Stakeholder Relationship Management at SFIA Levels 4 to 5.

Performance Measures