Customer Experience Specialist

Lead customer experience improvement initiatives across Al-Rossais Real Estate by analyzing the customer journey, identifying operational gaps, uncovering root causes, and designing and implementing practical solutions in collaboration with cross-functional teams to deliver measurable improvements and continuously enhance the customer experience.

This role goes beyond measuring customer satisfaction; it is responsible for driving continuous improvement initiatives across the organization.

• Map and analyze the end-to-end customer journey from the first interaction through the entire customer lifecycle.
• Identify all customer touchpoints.
• Identify customer pain points throughout each stage of the journey.
• Conduct interviews with customers and employees to understand the root causes of issues.
• Analyze customer complaints and feedback collected across all communication channels.

• Regularly review operational processes and customer-facing procedures.
• Identify the causes of delays, complexity, recurring issues, and service gaps.
• Analyze operational and customer data to identify trends and recurring problems.
• Prioritize improvement opportunities based on customer impact and business value.

• Propose data-driven customer experience improvement initiatives.
• Prepare business cases for each initiative, including the problem, root cause, proposed solution, expected impact, and implementation plan.
• Lead the implementation of improvement initiatives in coordination with relevant departments.
• Monitor execution until initiatives are fully completed and objectives are achieved.

• Simplify customer-facing processes and reduce unnecessary steps.
• Improve service turnaround times.
• Eliminate non-value-added activities and improve operational efficiency.
• Develop and optimize operational procedures and service workflows to enhance the customer experience.

• Evaluate customer experience across the company website, customer self-service portal, WhatsApp, and digital platforms.
• Recommend UI/UX improvements in collaboration with the Digital Transformation team.
• Participate in the development of digital services to create a more seamless and user-friendly customer experience.

• Prepare periodic reports highlighting customer experience issues and improvement opportunities.
• Measure the impact of completed initiatives and report outcomes to management.
• Monitor customer experience metrics and provide recommendations for continuous improvement.

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 3–5 years of experience in Customer Experience Improvement.
• Previous experience in real estate development, property management, or the real estate industry is preferred.
• Excellent verbal and written communication skills in both Arabic and English.

• Customer Journey Mapping
• Customer Experience Improvement
• Process Improvement
• Root Cause Analysis
• Design Thinking
• Data Analysis
• Power BI or other Data Analytics tools
• Microsoft Excel
• Project Management
• Change Management
• Excellent presentation and communication skills
• Ability to lead cross-functional improvement initiatives