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.
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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
