Manager – Ecommerce CX Excellence

Role: Manager – Ecommerce CX ExcellenceLocation: JeddahExp: 5+ years of experience in CX journey management or digital experience leadership.Exp in insurance or Medical industry is mustJob Role:The Manager – Ecommerce CX Excellence owns the business view of the customer journey across all stages of the eCommerce lifecycle — from acquisition to renewal. This role governs how sales and service teams deliver on CX expectations and ensures customer touchpoints drive satisfaction, loyalty, and operational success. It partners with UX Research & Design (who own the user journey and interface design) and with digital performance teams to translate customer feedback, Voice of Customer, and CX metrics into prioritized business actions. The role does not lead user journey design or usability testing, but ensures that customer experience delivery is aligned to organizational goals and continuously improved.Requirement:• Journey mapping and pain point analysis (end-to-end).• Strong customer empathy and design thinking mindset.• Proven ability to define and track CX KPIs (NPS, CSAT, drop-offs).• Ability to translate data into actionable insights.• Experience leading VoC programs and closing feedback loops.• Strong cross-functional leadership and collaboration.• Excellent communication and stakeholder management skills.• Proactive, self-driven, and accountable role ownership.