Vice President of Experience

Do you want to love what you do at work?

Do you want to make a difference, an impact, transform people's 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. Our company is Saudi's number one event ticketing and experience booking platform in terms of technology, features, agility, and 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