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Open nowPosted 54 days ago

Vice President of Experience

Workable (global search)107,990 open roles

Where
Riyadh, Riyadh Province, Saudi Arabia
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Your applicationOpen nowVice President of ExperienceWorkable (global search) · Riyadh, Riyadh Province, Saudi Arabia

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 6 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 54 days ago

Workable (global search) median: 6 days open

The posting

Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job you're looking for ,webook.com is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales.

Position Overview

The Vice President of Experience will lead the strategy and execution of exceptional customer experiences across all touchpoints, driving innovation, aligning cross-functional teams, and enhancing user satisfaction to solidify the company’s position as a customer-centric digital leader.

Key Responsibilities :

Strategic Leadership

  • Drive the overall customer experience strategy and vision across all touchpoints
  • Lead experience transformation initiatives across the organization
  • Build and maintain relationships with key stakeholders
  • Develop and manage experience-related budgets and resources
  • Stay current with industry trends and best practices

Team Management

  • Lead and develop teams of designers, researchers, and journey specialists
  • Build, lead and scale customer support teams across multiple channels
  • Create and maintain customer service training programs
  • Develop and oversee customer research initiatives

Experience Framework & Standards

  • Create and maintain a unified experience framework
  • Establish and track key experience metrics and KPIs
  • Create and maintain experience guidelines across platforms
  • Drive personalization strategies
  • Champion voice-of-customer programs

Customer Support Operations

  • Develop and manage customer care strategies
  • Establish customer service standards and policies
  • Monitor and improve customer satisfaction metrics
  • Create and maintain support documentation
  • Lead support innovation initiatives

Technical Implementation

Support Tools & Technologies

  • Design and deploy AI-powered chatbot solutions
  • Implement automated ticket routing systems
  • Develop self-service knowledge bases
  • Integrate omnichannel support platforms
  • Optimize CRM and help desk systems

Advanced Support Technologies

  • Create conversational AI strategies
  • Deploy intelligent virtual assistants
  • Implement sentiment analysis tools
  • Develop proactive support mechanisms
  • Integrate support analytics systems

Journey Mapping Expertise

  • Map and maintain B2B and B2C journey maps
  • Optimize touchpoints across customer journeys
  • Conduct multi-stakeholder journey orchestration
  • Implement journey analytics frameworks
  • Create experience flows and service blueprints

Cross-functional Collaboration

  • Partner with Product, Engineering, Marketing, and Operations
  • Align experience strategy with business objectives
  • Implement feedback loops across organization
  • Translate journey maps into business improvements

Requirements

  • 10+ years of experience in customer experience, user experience, or related field
  • 5+ years of executive leadership experience managing cross-functional teams
  • Proven track record of implementing successful experience excellence strategies in digital products
  • Experience with experience measurement tools and methodologies
  • Strong background in user research, journey mapping, and service design
  • Deep understanding of omni-channel digital platforms, particularly in SaaS and ecommerce
  • Experience with experience optimization and personalization technologies
  • Strong analytical skills with ability to translate data into actionable insights
  • Excellence in stakeholder management and executive communication
  • Track record of building and scaling experience teams
  • Bachelor's degree required, Master's preferred in relevant field
  • Experience in highly regulated industries is a plus
  • Demonstrated success in driving organizational change
  • Strong presentation and public speaking abilities
  • Experience with agile methodologies and design thinking approaches
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