Head of Customer Experience Department - Urgent Hire

We are searching for a confident Head of Customer Experience Department to join our all-star team at Saudi Authority for Intellectual Property in Riyadh.
Growing your career as a Full Time Head of Customer Experience Department is a fantastic opportunity to develop exceptional skills.
If you are strong in project management, cooperation and have the right mindset for the job, then apply for the position of Head of Customer Experience Department at Saudi Authority for Intellectual Property today!

Riyadh, Saudi Arabia Posted 6 days ago Expires in 2 months

• Review internal and external analysis of IP ecosystem, customer experience components and roadmap and establish standards for implementation.
• Review research and benchmark studies analysis and identify areas to improve and optimize customer journey.
• Review customer experience identified inefficiencies and challenges, studies, historical trends and changes in national IP strategy and identify areas for improvement.
• Review SAIP customers surveys analysis results related to previous experiences, highlight issues and provide recommendations to improve customer experience.
• Develop customer experience management approach including potential initiatives, methods, objectives and work plan ensuring alignment with SAIP overall strategy.
• Develop guidelines and schedules for key clients visits to gather feedback and identify customer satisfaction trends.
• Segment target audience for customer experience programs based on impact, specialized characteristics, location, academic level and needs (i.e., judges, patent attorneys, private corporations, SMEs, research institutes, teachers and student) to customize customer experience initiatives for each segment.
• Identify, assess and recruit key talent for Customer Experience Department.
• Manage and assist subordinates to perform their functional operations in accordance with set policies and procedures.
• Guide, mentor and develop the Customer Experience Department’s team as part of their continuous development through on-the-job training, mentoring and coaching.
• Set performance objectives, provide necessary support, evaluate and appraise the team and provide regular feedback on performance.
• Generate commitment, motivation and enthusiasm to team goals and guide team members through periods of change or uncertainly.
• Provide clear direction, prioritize tasks, assign and delegate responsibility and monitor the workflow.
• Provide opportunities for team members to suggest, participate in and contribute to improvement, innovation and knowledge sharing initiatives.

Job Qualifications and Requirements

• 7 years of experience in Customer Experience field with a least 4 years of experience in a managerial position
• Bachelor’s degree in business administration or equivalent is required.
• Master’s degree in business administration or equivalent is preferred.

Benefits of working as a Head of Customer Experience Department in Riyadh:

● Company offers great benefits
● Advancement opportunities
● Attractive package