وصف الوظيفة
Role Overview
Vice President of Experience at webook.com, Saudi Arabia's #1 event ticketing and experience booking platform. The company serves some of the largest mega events in the Kingdom with over 2 billion in sales.
Role Purpose
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.
Experience Framework & Standards
- 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 Implementation
- 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.
- Create conversational AI strategies.
- Deploy intelligent virtual assistants.
- Implement sentiment analysis tools.
- Develop proactive support mechanisms.
- Integrate support analytics systems.
Journey Mapping & Experience Design
- Map and maintain B2B and B2C journey maps.
- Optimize touchpoints across customer journeys.
- Conduct multi-stakeholder journey orchestration.
- Implement journey analytics frameworks.
- Create experience flows and service blueprints.
Cross-functional Collaboration
- Partner with Product, Engineering, Marketing, and Operations teams.
- Align experience strategy with business objectives.
- Implement feedback loops across the organization.
- Translate journey maps into business improvements.
Qualifications & Experience
- 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.
- Experience with experience measurement tools and methodologies.
- Strong background in user research, journey mapping, and service design.
- Deep understanding of omni-channel digital platforms, particularly in SaaS and ecommerce.
- Experience with experience optimization and personalization technologies.
- Demonstrated success in driving organizational change.
- Track record of building and scaling experience teams.
- Bachelor's degree required; Master's degree preferred in relevant field.
- Experience in highly regulated industries is a plus.
Skills & Competencies
- Strong analytical skills with ability to translate data into actionable insights.
- Excellence in stakeholder management and executive communication.
- Strong presentation and public speaking abilities.
- Experience with agile methodologies and design thinking approaches.
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