Customer Experience Principal

Job Summary

As the Principal, Customer Experience at Salasa, you will be the owner of the entire customer experience strategy and execution. Initially, this will be an individual contributor role focused on designing, measuring, and improving the customer journey across all touchpoints. As the team grows, this role may evolve into a managerial position.

You will lead initiatives across service design, satisfaction measurement, quality control, research, and customer insight. This role is ideal for a customer-obsessed, data-driven leader with a deep understanding of service design and operational improvement. You’ll ensure that both offline service and digital products are aligned to create a seamless and engaging user experience for merchants, couriers, and co-assignees.

Key Responsibilities

 Customer Experience Strategy & Leadership

• Develop and implement a customer experience roadmap aligned with Salasa’s strategic goals.
• Champion a customer-first culture by embedding user empathy and insight across all teams.
• Ensure a cohesive experience between offline services and digital platforms throughout the customer journey.
• Support special projects to ensure customer experience is considered across operational and digital changes.

 Service Design & Journey Mapping

• Design and optimize user journeys for merchants, couriers, and co-assignees, ensuring they are seamless and scalable.
• Identify service gaps and design new interactions to improve satisfaction and retention.
• Collaborate cross-functionally with Product, Tech, Operations, Sales, Marketing, and Support teams.

 Satisfaction Measurement & Insight

• Define and track satisfaction metrics (e.g., CSAT, NPS) for merchants, couriers, and co-assignees.
• Partner with data analysts to contextualize pain points and identify key drivers of dissatisfaction.
• Build and maintain dashboards to monitor and report on customer experience KPIs across all user groups.

 User Research & Feedback Loops

• Lead both quantitative and qualitative user research, including surveys, interviews, and field studies.
• Develop and prioritize a research agenda focused on high-impact problem areas.
• Work with Product and Marketing to build and manage user communities for fast, cost-efficient user discovery and feedback.

 Process Optimization & Continuous Improvement

• Establish SLAs for critical customer-facing and internal processes.
• Redesign workflows using customer insights to reduce friction and increase efficiency.
• Apply methodologies like Lean, Six Sigma, or Kaizen to drive structured, sustainable improvement.

 Quality Control & CX Standards

• Define, implement, and monitor customer experience standards and KPIs.
• Conduct quality audits across touchpoints and share actionable feedback with stakeholders.
• Design and deliver training to ensure consistency and excellence across service teams.

Qualifications

• Bachelor’s degree in Marketing, Business, Service Design, Industrial Engineering, Communications, or a related field.
• 4–6 years of experience in customer experience, service design, or CX operations—ideally in logistics, fulfillment, or tech.
• Proven ability to map and optimize complex customer journeys across multiple personas.
• Experience in satisfaction metrics design, research methodologies, and actionable insight generation.
• Strong collaboration skills with experience working across functions (especially Product, Marketing, and Ops).
• Proficiency in CRM systems (e.g., HubSpot, Salesforce), CX tools (e.g., Zendesk), and process mapping tools (e.g., Lucidchart, Miro).
• Strong analytical and problem-solving capabilities with a data-driven mindset.
• Comfortable working in a startup or fast-moving environment.
• Bilingual proficiency in Arabic and English is required.