Customer Experience Expert

The company plays a pivotal role in the development of the Saudi airports sector. The company manages and operates airports, including domestic and international airports. The company aims to build an advanced network of airports that supports tourism and enhances services quality and operational efficiency to achieve the Saudi Vision 2030 by developing airports and enhancing the investment opportunities.Operational ResponsibilitiesDesign and implement customer satisfaction surveys and feedback forms.Conduct in-depth interviews and focus group discussions with passengers.Utilize social media channels and electronic platforms to collect customer feedback in real time.Analyze customer feedback data to identify trends, issues, and areas for improvement.Prepare detailed reports on customer experience metrics, including Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).Present findings and results to senior management and relevant departments.Collaborate with design teams to create user-friendly customer touchpoints (such as signage, websites, and mobile applications).Develop customer journey maps to identify improvement opportunities and enhance the overall customer experience.Propose enhancements to airport facilities and services based on customer insights.Work with operational teams to streamline processes, reduce waiting times, and improve service delivery.Develop and update Standard Operating Procedures (SOPs) for customer-facing roles.Implement quality assurance protocols to ensure consistent service standards.Organize and facilitate training workshops for frontline employees, focusing on customer interaction techniques.Monitor employee performance and provide guidance to improve customer engagement skills.Act as the voice of the customer within the organization and advocate for customer-centric policies and practices.Respond to customer complaints and inquiries in a timely and professional manner and ensure resolution.Create and maintain a knowledge base of frequently asked questions and service-related issues.Partner with marketing teams to promote customer experience initiatives and programs.Collaborate with Information Technology teams to enhance technological solutions that improve customer engagement (such as chatbots and mobile applications).Coordinate with Facilities Management to ensure a clean and welcoming airport environment.Review and evaluate the effectiveness of customer experience initiatives on a regular basis.Establish standards and targets for customer experience metrics.Organize customer engagement activities, such as passenger appreciation days and feedback forums.Build relationships with community stakeholders to strengthen airport reputation and customer satisfaction.Collaborate with local businesses to create joint initiatives that benefit airport customers.Qualifications & ExperienceEducational QualificationsBachelor’s degree in Business Administration, Hospitality Management, or a related field.Work Experience+6 years of experience in a similar field.Language RequirementsProficiency in both Arabic and English.