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Job Description

ZAIN5105 - Customer Experience Insights Manager

About Zain Saudi Arabia:

Zain KSA is the newest player in Saudi Arabia’s mobile telecommunications market, having commenced commercial operations in August 2008. As of 30 September 2013, the operation served 8 million customers and had extended its network coverage to 92% of the population via a network of over 5,500 sites. Through its state-of-the-art 4G LTE network, the ever-evolving operator is striving to become the Kingdom’s preferred choice for voice, data and other telecommunications services. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Saudi Arabia the most dynamic products and services. The basis of Zain Saudi Arabia’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired majority-Saudi workforce, the company is committed to employing high caliber people as well as nurturing the finest Saudi talent. With a strong human resources and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain KSA please visit


The job holder is responsible for supervising the Experience Insights Section including tracking customer experience analysis and improvement initiatives in order to enhance customer experience.


Strategy Management:

  • Set related section performance objectives in terms of customer experience, in coordination with head of related division, and continuously monitor progress and development towards organizational and section strategic objectives and communicate periodic performance reports to provide evaluation results and recommend improvements

Function and Team Management:

  • Transform Customer insights into actions with impact and effort analysis to set priorities
  • Implement and suggest improvement to related section policies, process and standard operating procedures to ensure all relevant procedural/legislative requirements are fulfilled
  • Review key Customer Experience performance indicators results, suggest improvement and ensure corrective actions are implemented as needed

Touch Points Consistency Management:

  • Identify incidents affecting customer experience in various touch points (online, customer care, digital, retail, etc.)
  • Identify improvements to the processes of touch points (online, customer care, digital, retail, etc.) and/ or to defective products
  • Ensure consistency in customer touch points and channels via focused assessments and operational reviews on touch points

Customer Experience Tracking:

  • Lead Voice of Customer platform that is used for collection voice of customer through different channels upon transactions and provide the outside-in customer feedback  
  • Supervise PULSE  Dashboard , review Daily, monthly & quarterly surveys and commission mystery shopping to identify insights and develop quantitative and qualitative customer experience-related reports for decision-making purposes       
  • Develop and supervise the “Get in touch” with the customers on ground platforms and events in order to capture customer feedback

Issues Reporting:

  • Provide input to related Sectors on consolidated incident and issues impacting customer experience touch points

Targets Improvement:

  • Track set targets and initiatives and identify ways for improvement internally and against competition

People Management:

  • Act as a customer Advocate in all internal meetings and platforms
  • Act as a focal point between staff and head of related division to enhance internal communication
  • Motivate staff, assist in conducting the performance and conduct guidance on training programs to maximize employees' performance


  • Bachelor Degree in Business Administration, Marketing or equivalent
  • A minimum of 6 years of relevant experience with at least 2 years in a similar role
  • Saudi National

Zain Saudi Arabia

Job Group

Strategy and Business Development


Riyadh - Saudi Arabia

Contract Type

Full Time

Closing Date


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