Customer Experience Expert

About the Company

This organization plays a crucial role in developing the aviation sector within Saudi Arabia, managing and operating both domestic and international airports. Their mission aligns with the Saudi Vision 2030 to establish a modern airport network that enhances tourism, service quality, and operational performance, while expanding investment avenues.

Operational Responsibilities

• Design, develop, and deploy customer satisfaction surveys and feedback mechanisms.
• Conduct comprehensive passenger interviews and focus group discussions to gather qualitative insights.
• Leverage social media and digital platforms to obtain real-time customer feedback.
• Analyze collected data to detect patterns, identify issues, and find improvement opportunities.
• Generate thorough reports on customer experience indicators like Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).
• Communicate findings and recommendations to senior leadership and various departmental teams.
• Collaborate with design teams to enhance customer interaction points such as signage, websites, and mobile apps for ease of use.
• Create and employ customer journey maps to highlight areas for elevating the overall customer experience.
• Recommend facility and service enhancements inspired by customer insights.
• Partner with operations to optimize processes, minimize waiting times, and upgrade service delivery.
• Develop and maintain Standard Operating Procedures (SOPs) for roles involving customer interaction.
• Implement quality assurance measures to uphold consistent service excellence.
• Organize and lead training sessions aimed at improving frontline staff’s customer engagement skills.
• Monitor employee performance and provide constructive feedback to boost customer relations.
• Serve as the customer advocate within the organization, promoting customer-centric policies.
• Address and resolve customer complaints promptly and professionally.
• Create and manage an informational knowledge base addressing FAQs and service concerns.
• Collaborate with marketing to highlight customer experience initiatives.
• Work with IT professionals to enhance technology solutions like chatbots and mobile applications that improve customer engagement.
• Coordinate with facilities management to ensure airports remain clean and inviting.
• Periodically assess the impact and success of customer experience programs.
• Set benchmarks and goals for key customer experience metrics.
• Organize customer engagement events such as passenger appreciation days and feedback sessions.
• Build and maintain relationships with community partners to bolster the airport's reputation and customer satisfaction.
• Collaborate with local businesses on initiatives that offer benefits to airport customers.

Requirements

• Possess a Bachelor's degree in Business Administration, Hospitality Management, or a related discipline.
• A minimum of six years’ relevant experience in customer experience or a comparable field.
• Fluency in both Arabic and English languages is mandatory.