Customer Experience Manager

The Customer Experience Manager will oversee and improve all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. You understand the impact you’ll create on customer experience and, therefore, the bottom line, playing a vital role in the Company.

The Customer Experience Manager will lead customer feedback research strategies to uncover insights and develop and coordinate service improvements with senior leadership across Maximus KSA. You will also be responsible for strategic advice in the management of customer helpdesk enquiries, including the review, implementation, and monitoring of customer service standards across Maximus KSA.

Reporting to the Head of Contact Centre and Customer Experience, you will plan and lead the delivery of the Customer Experience work stream within Maximus KSA’s improvement journey, supporting the Director of Quality & Customer Experience, and Quality Managers.

Key Responsibilities

• Co-ordinating, planning, delivering, and embedding the programme of change required to achieve Maximus KSA’s ambitions, specifically in regard to Customer Experience, acting as the champion for our customers, ensuring they are central to decision making in all customer facing projects.
• Working closely with Digital Transformation & Innovation Department to ensure synergy between the Digital Strategy and the Improvement Journey, ensuring activities are sequenced effectively and resourced appropriately.
• Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels.
• Identifying and developing the data and information sources and analytical products which will provide Maximus KSA with the necessary insight to allow us to improve customer experience.
• Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience.
• Collaborating with cross-functional teams, such as marketing, employer services, operations, contact center, and the quality team, to align customer experience efforts with business goals and objectives.
• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
• Inspiring and helping to lead senior managers across Maximus KSA to achieve the Improvement Journey outcomes.
• Working with the Director of Quality & Customer Experience to develop and then lead upon the strategic objectives, tactical priorities and operational plans which will underpin the Customer Experience work stream, in order to ensure that the identified outcomes, improvements and benefits for Maximus KSA and its customers are realized.
• Communicating to the business, the changes that are necessary to deliver the Improvement Journey.
• Working with SLT to ensure that the business change requirements, external and internal factors which influence and impact on Customer Experience are identified, analysed, understood and reflected in the Customer Experience and Improvement Journey plans.
• Developing new, innovative and agile approaches which will help to drive change in Maximus KSA and specifically, improvements in Customer Experience.
• Developing and leading co-design opportunities with staff, change agents and key stakeholders including service users and customers.
• Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
• Manage budgets associated with the Customer Experience work stream and associated activity.
• Identify, record, manage and report on the risks associated with the Customer Experience work stream.
• Always act ethically and in line with Maximus KSA values and policies.
• Any other duties that may be required and assigned by management

• Bachelor’s Degree in any discipline is preferred.
• Significant experience of leading customer-facing change and executing effective plans to time, on budget and to a high standard to improve Customer Experience.
• Experience in Voice of Customer programs, CSAT and other customer metric management.
• Experience of leading or significantly contributing to the achievement of the COPC Customer Experience Standard for Contact Centers.
• Engaging, guiding, and influencing senior managers within the area of responsibility.
• Experience of leading, inspiring and motivating teams to drive services forward, achieving high quality delivery.
• Experience of working across services outside of the area of responsibility to ensure delivery of corporate objectives.
• Experience of working across services within multidisciplinary teams; managing projects and teams outside of direct line management.
• Strong analytical and problem-solving skills, with the ability to interpret and analyze complex data.
• Excellent written, oral communication and presentation skills, including experience in creating high quality management reports for senior management targeted to meet the recipient’s needs.
• Track record of good stress management under stressful environment and be able to multitask in a fast-paced environment.