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Manager – Ecommerce CX Excellence
TASC Outsourcing
Jeddah, KSA
Full-time
Mid-Senior
Onsite
Discovered 3 weeks ago
Customer journey mappingEnd-to-end pain point analysisCustomer experience managementDesign thinkingCX KPI managementNPS and CSAT analysis
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Customer journey mappingEnd-to-end pain point analysisCustomer experience management
Role Overview
The Manager – Ecommerce CX Excellence owns the business view of the customer journey across the ecommerce lifecycle from acquisition to renewal.
The role governs CX delivery by sales and service teams and ensures customer touchpoints support satisfaction, loyalty, and operational success.
Key Skills for This Role
Customer journey mappingEnd-to-end pain point analysisCustomer experience managementDesign thinkingCX KPI managementNPS and CSAT analysis
Full Job Posting
Role Overview
The Manager – Ecommerce CX Excellence owns the business view of the customer journey across the ecommerce lifecycle from acquisition to renewal.
The role governs CX delivery by sales and service teams and ensures customer touchpoints support satisfaction, loyalty, and operational success.
Core Responsibilities
- Own the business view of the customer journey across all ecommerce lifecycle stages.
- Govern how sales and service teams deliver on customer experience expectations.
- Ensure customer touchpoints drive satisfaction, loyalty, and operational success.
- Partner with UX Research and Design, which owns user journey and interface design.
- Partner with digital performance teams to translate customer feedback, Voice of Customer, and CX metrics into prioritized business actions.
- Continuously improve CX delivery in line with organizational goals.
Requirements
- At least five years of experience in CX journey management or digital experience leadership is required.
- Experience in the insurance or medical industry is mandatory.
- Experience with end-to-end journey mapping and pain point analysis is required.
- A strong customer empathy and design thinking mindset is required.
- Ability to define and track NPS, CSAT, drop-off, and other CX KPIs is required.
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