Governance & Quality Expert

Tadawul Group

Principal Duties and Responsibilities

1. Develop and implement customer experience strategies.

2. Monitor and analyze customer feedback and satisfaction metrics.

3. Lead initiatives to enhance overall customer satisfaction.

4. Implement and manage customer feedback mechanisms.

5. Collaborate with cross-functional teams to improve customer touchpoints.

6. Address and resolve customer concerns and escalations.

7. Conduct regular training for staff to enhance customer service skills.

8. Establish and maintain customer service standards and protocols.

9. Implement loyalty programs and customer retention strategies.

10. Prepare and present reports on customer experience performance.

Key Accountabilities

1. Manage and control the unit s projects to ensure project cycle completion and commitment to the company s guidelines and quality.

2. Guide, and assist employees by direct reports to perform their functional operations in accordance with set policies and procedures.

3. Oversee and manage all the unit s staff to ensure that they are appropriately motivated and trained and carry out their responsibilities to the required standards.

4. Set performance objectives, provide the necessary support, evaluate team(s), and offer regular feedback on performance.

5. Comply with communication and information sharing/handling policy to ensure confidentiality of the information and comply with all relevant risk and information security procedures to ensure operating within the acceptable risk levels.

6. Manage the development and implementation of the unit s policies, procedures, and processes covering all areas of the unit s activities to ensure the fulfillment of all work requirements.

7. Ensure compliance with all relevant policies, procedures, and processes throughout the unit in order to achieve the company s operational excellence.

Education and Certifications

Knowledge and Experience

Skills Required