Customer Experience Officer

2171 - Customer Experience Officer Company Samara Job Family Operations City KSA - Riyadh Department Not Applicable Closing Date 01-Dec-2026 Main Job Purpose Enhancing the overall customer journey by combining frontline support with a strong focus on back-office operations, reporting, and performance analysis. This role ensures service excellence through data-driven insights, process improvements, and efficient handling of customer interactions and internal workflows. Improve all aspects of the customer journey in a region, ensuring satisfaction and loyalty throughout the customer lifecycle. Improve Incremental Sales, drives revenue growth through promoting value-added products that meet customers’ requirements and maintaining a pleasant journey He/she will understand the impact of creating customer experience and, therefore, the bottom line, playing one of the most vital roles in the Company. Accountabilities Back-Office Operations & Reporting (Primary Focus – ~60%) Prepare daily, weekly, and monthly customer experience reports (SES, Ancillary sales analyses, complaint trends). Analyze customer feedback data to identify patterns, recurring issues, and improvement opportunities. Coordinate with internal departments (fleet, operation, customer service) to resolve systemic issues. Monitor filed reporting through SIXT book and produce exception reports. Document and improve standard operating procedures (SOPs) for customer service processes. Audit customer interactions and transactions to ensure quality and compliance. Support automation initiatives (CRM tools, reporting systems). Handle escalated cases requiring investigation and detailed follow-up. Maintain accurate records of complaints, resolutions, and corrective actions. Customer Interaction & Support (~40%) On-hand training and monitoring at counters for SIXT customer service standards and ancillary sales improvement. Resolve complaints efficiently while maintaining high service standards. Analyzing customer feedback and data to identify improvement opportunities. Escalate complex cases to relevant departments when needed. Follow up with customers to ensure satisfaction and closure of issues. Uphold SIXT brand standards in all customer communications. Qualification Bachelor’s degree in business administration, hospitality, tourism, sales, or any related field. Excellent communication skills - strong verbal and written interpersonal and communication skills, which are used to effectively interact with customers, collaborate with internal teams, and convey ideas and feedback Analytical skills - part of the daily role includes analyzing customer data, feedback, and metrics to derive meaningful insights and make data-driven decisions to enhance customer journey Customer service skills - experienced in placing the customer at the center of decision-making and continuously striving to exceed their expectations by staying on top of customer support and customer complaints, creating a powerful customer experience strategy Problem-solving skills - can identify and address customer issues, resolve conflicts, and find creative solutions to pain points Leadership abilities - leadership qualities are essential to lead the customer experience team, driving consumer-centric initiatives, and influencing positive change within the organization Adaptability - can proactively respond to evolving customer needs, industry trends, and shifting business dynamics Emotional intelligence - a high level of emotional intelligence enables you to navigate the emotions of both customers and team members, showing empathy when needed Proficient in Arabic and English. Benefits Basic Salary Housing Allowance Transportation Allowance Medical Insurance Bonus as per company policy Note: you will be required to attach the following: Resume/CV I agree with the Privacy Statement Back