Customer Experience Management Specialist

Overview

The Customer Experience Management (CXM) Specialist at KAUST is responsible for developing, leading, and executing the university IT department's customer experience measurement and enhancement strategy. This pivotal role ensures comprehensive evaluation and reporting of IT services through gathering user feedback and using insights to drive continuous improvements, cementing IT as a reliable, user-focused partner for the KAUST community.

Key Functions

• Develop and execute IT’s CXM framework, leveraging metrics such as CSAT, CES, and NPS to assess service quality.
• Operate and maintain platforms that collect, analyze, and track customer feedback data.
• Create feedback cycles that translate measurable data into actionable service improvements.
• Regularly report CXM outcomes to the CIO, IT leadership, and Strategic Management Office (SMO), ensuring service satisfaction transparency through dashboards and scorecards.
• Define and enforce escalation protocols with the IT Helpdesk, ensuring systematic handling of complaints and service failures.
• Collaborate with IT service owners to convert user insights into strategic action plans and monitor enhancements in user adoption and satisfaction resulting from CXM efforts.
• Engage with cross-functional teams including UI/UX, Technology Experience Enablement, Engagement, and Change Management to resolve overarching service issues.
• Advocate for the KAUST user community within IT by facilitating workshops, surveys, and focus groups to deepen understanding of user requirements.
• Manage the entire CXM platform lifecycle—designing surveys, configuring workflows, integrating with IT systems (such as ITSM, service catalogs, identity tools), and administering platform functions ensuring reliability, governance, and user privacy compliance.
• Develop dashboards, automated reports, and analytic workflows incorporating AI-enhanced techniques (like text mining and sentiment analysis) to provide real-time user experience insights and service performance tracking.

Scope and Impact

This role has full ownership of IT customer experience measurement and reporting processes and directly influences IT's reputation and user trust by presenting findings to senior leadership and impacting service investment decisions.

Stakeholders

• Internal: CIO, IT leadership teams, IT service owners, IT Helpdesk.
• University-wide: Faculty, researchers, students, and staff reliant on IT services.
• External: Vendors for CXM tools and benchmarking.

Qualifications & Experience

• Bachelor’s degree in Information Systems, Business, Customer Experience, Quality Assurance, Data Analytics, or related disciplines.
• Preferably certified in ITIL; additional CX or analytics certifications are advantageous.
• Over 6 years of professional background in CXM, service excellence, analytics, service quality, performance management, or IT service management.
• Relevant experience with popular CXM platforms (e.g., Qualtrics, Medallia) and data visualization software like Power BI or Tableau.
• Prior exposure to sectors such as technology, higher education, or other service-oriented domains favored.

Required Competencies

• Deep knowledge of CX methodologies including CSAT, CES, and NPS, coupled with a user-centered approach to service enhancement.
• Strong analytical capabilities to interpret quantitative and qualitative data, identify trends, and tell insightful data stories.
• Experience in statistical principles supporting accurate CX data analysis, such as sampling techniques, weighting, and error margins.
• Hands-on skills managing CXM platforms covering survey design, workflow setup, and system integration.
• Proficiency applying AI techniques for text and sentiment analysis to bolster insights.
• Familiarity with ITSM concepts, APIs, data integration flows, and ITIL process frameworks.
• Effective documentation skills and dedication to governance and consistent reporting standards.

Performance Indicators

• Timely delivery of accurate CXM reports to CIO and the Strategic Management Office.
• Demonstrable improvement in CX metrics such as CSAT, CES, and NPS across IT services.
• Decrease in unresolved issues and escalations.
• Documented service improvements stemming from CXM data analytics.
• Recognition from KAUST stakeholders reflecting IT’s proactive responsiveness and accountability.