CEx Strategy Formulation Expert

Job description

the employer is seeking a CEx Strategy Formulation Expert for Riyadh. Responsibilities: lead formulation, alignment, and execution of long‑term CEx strategies in line with stc strategy; map, analyze, and optimize end‑to‑end customer journeys from awareness to churn management; ensure roadmap initiatives align with profitability, NPS targets, and digital transformation; design next‑generation CEx KPIs using AI/ML algorithms such as dynamic NPS forecasting and predictive churn scores; extract deep insights from AI‑driven KPI telemetry to identify friction causes and guide decisions; translate KPI trends into concrete business use cases for process re‑engineering and ROI growth; collaborate with Analytics team to build predictive models and analyze real‑time behavior; establish automated feedback loops that monitor KPI deviation and recommend corrective actions; embed CEx standards into BAU workflows; drive a customer‑centric culture through actionable guidelines, training, and performance‑linked metrics

Requirements

• proficient in CRM systems
• Git
• effective communication
• 10+ years of experience
• expertise in AI/ML and predictive algorithms
• knowledge of Medallia, Qualtrics, Sprinklr platforms
• understanding of Telecom BSS/OSS architecture
• ability to translate KPI data into business use cases
• proven success in improving NPS, CSAT, CLV or reducing churn

Skills