Vice President of Experience

The Vice President of Experience will lead the strategy and execution of exceptional customer experiences across all touchpoints, driving innovation, aligning cross-functional teams, and enhancing user satisfaction to solidify the company’s position as a customer-centric digital leader.

Key Responsibilities

• Drive the overall customer experience strategy and vision across all touchpoints
• Lead experience transformation initiatives across the organization
• Build and maintain relationships with key stakeholders
• Develop and manage experience-related budgets and resources
• Stay current with industry trends and best practices
• Lead and develop teams of designers, researchers, and journey specialists
• Build, lead and scale customer support teams across multiple channels
• Create and maintain customer service training programs
• Develop and oversee customer research initiatives
• Create and maintain a unified experience framework
• Establish and track key experience metrics and KPIs
• Drive personalization strategies
• Champion voice-of-customer programs
• Develop and manage customer care strategies
• Establish customer service standards and policies
• Monitor and improve customer satisfaction metrics
• Design and deploy AI-powered chatbot solutions
• Integrate omnichannel support platforms
• Create conversational AI strategies

Requirements

• 10+ years of experience in customer experience, user experience, or related field
• 5+ years of executive leadership experience managing cross-functional teams
• Proven track record of implementing successful experience excellence strategies in digital products
• Strong background in user research, journey mapping, and service design
• Deep understanding of omni-channel digital platforms, particularly in SaaS and ecommerce
• Bachelor's degree required, Master's preferred in relevant field

Location
Riyadh, Saudi Arabia