Customer Experience Manager
Dammam, Saudi Arabia
Full timeHybrid
Job description
Role Overview
As a Customer Experience Manager, you will own the end-to-end customer journey, from first quote through renewal and claims, and lead the team responsible for keeping customers informed, supported, and satisfied. Based at our Eastern Region office, you'll work closely with cross-functional teams in a HYBRID environment to raise satisfaction scores, reduce friction across touchpoints, and drive service excellence within our organization.
Responsibilities
- Manage the customer service and support team's daily activities across phone, WhatsApp, email, chat, and in-app channels.
- Own key service metrics, including first response time, resolution time, CSAT, NPS, and complaint volumes, and drive continuous improvement against each.
- Map and improve the customer journey across quotation, issuance, endorsements, renewals, and claims, identifying and removing friction points.
- Handle escalated cases and sensitive complaints personally, coordinating with claims, underwriting, and operations to reach fair and fast resolutions.
- Manage the formal complaints process end to end, including regulatory complaint handling, root cause analysis, and corrective actions.
- Build and maintain service scripts, knowledge base content, FAQs, and self-service tools.
- Design and deliver team training on products, systems, tone of voice, and service standards.
- Analyse customer feedback, call drivers, and contact reasons to identify recurring product and process issues, and feed these back to the relevant teams.
- Support the rollout of digital self-service, automation, and chatbot capabilities to reduce contact volume and improve resolution speed.
- Manage workforce planning, shift coverage, and capacity against demand peaks such as renewal cycles and accident seasonality.
- Prepare detailed reports and analytics on service performance and customer sentiment for management review.
Must have requirements
- Proven experience managing a customer service, customer experience, or contact centre function.
- Experience in insurance, financial services, or another regulated consumer-facing industry.
- Demonstrated ability to lead, coach, and motivate a service team in a dynamic environment.
- Strong track record of improving measurable service outcomes such as CSAT, NPS, or resolution times.
- Solid understanding of complaint handling requirements and consumer protection obligations.
- Strong analytical and problem-solving skills, with comfort working from contact and satisfaction data.
- Outstanding communication and interpersonal abilities, with genuine empathy for customers.
- Arabic and English fluency.
Nice to have requirements
- Experience implementing or managing CRM, ticketing, or contact centre platforms such as Zendesk, Freshdesk, Salesforce, or Genesys.
- Background in deploying chatbots, self-service journeys, or AI-assisted support.
- Experience with voice of customer programmes, survey design, and journey analytics.
- Exposure to motor claims or policy servicing processes specifically.
- Familiarity with the latest insurance technology trends and digital transformation.
- Experience scaling a service function in a high-growth startup.
Perks and Benefits
- Flexible hybrid work arrangements.
- Opportunities for career growth and professional development.
- Collaborative, innovative work culture.