Vice President of Experience

Job description

Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average? If yes, then this is the job you're looking for,the employer is Saudi's 1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales. Position Overview 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: Strategic Leadership • 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 Team Management • 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

Requirements

• Create and maintain a unified experience framework
• Establish and track key experience metrics and KPIs
• Create and maintain experience guidelines across platforms
• Drive personalization strategies
• Champion voice-of-customer programs
• Customer Support Operations
• Develop and manage customer care strategies
• Establish customer service standards and policies
• Monitor and improve customer satisfaction metrics
• Create and maintain support documentation
• Lead support innovation initiatives
• Technical ImplementationSupport Tools & Technologies
• Design and deploy AI-powered chatbot solutions
• Implement automated ticket routing systems
• Develop self-service knowledge bases
• Integrate omnichannel support platforms
• Optimize CRM and help desk systems
• Advanced Support Technologies
• Create conversational AI strategies
• Deploy intelligent virtual assistants
• Implement sentiment analysis tools
• Develop proactive support mechanisms
• Integrate support analytics systems
• Journey Mapping Expertise
• Map and maintain B2B and B2C journey maps

Skills