Customer Experience Specialist

This level includes incumbents of experienced professionals who are able to do the work through the use of general and key guidance, as they are primarily concerned with finding solutions to challenges that require some analysis in order to understand, solve and address problems that have been escalated from less experienced levels.

Their complex operational activities include identifying indicators to measure customer feedback, overseeing the process of designing service satisfaction questionnaires, analyzing customer satisfaction surveys and making recommendations, preparing awareness programs,  and planning media and digital campaigns, including various products and platforms (events, conferences, workshops, press releases...), and managing accounts with the Social media platforms, while supervising and participating in the process of preparing and designing content intended for publication through various awareness and media products, supervising the periodic review of the safety of the content published through the website and social media accounts to verify that it is updated as necessary and adapting it to business and tasks, and coordinating with external service providers and external stakeholders to unify efforts in the field of media awareness and publication in accordance with the policies followed.

Roles and Responsibilities

• Keeping abreast of modern trends and practices to prepare perspectives for both current and future customer journeys
• Aligning strategies with customer experience directives in coordination with all relevant departments
• Prepare, distribute, collect, and analyse customer satisfaction surveys to measure customer satisfaction and identify potential areas for improvement
• Support in identifying multi-departmental metrics to continuously measure customer intelligence and feedback and report
• Prepare a comprehensive, qualitative plan to improve customer experience based on an analysis of existing weaknesses, shortcomings, and gaps
• Recommending standards for measuring the quality of services provided by the General Secretariat of the Zakat, Tax and Customs Committees and their branches
• Determining the ways of updating services through the electronic platform of the General Secretariat of Zakat, Tax and Customs Committees in coordination with the representatives of the departments
• Work with agile teams to coordinate multi-departmental customer experience improvement initiatives

• Identifying the external companies that provide the best prices and services in order to meet the goals of awareness and organizational communication, reduce costs, and follow up on their results
• Preparation of awareness-raising programmes to raise public awareness of the work and functions of the General Secretariat and the Committees and the rights and obligations of all parties concerned
• Formulate and prepare the publication policy in accordance with public policies and regulations and in coordination with the concerned external parties, and work to update and publish it periodically
• Develop and prepare external/internal communication methodologies in accordance with public policies and regulations and in coordination with the concerned external parties, and work to update and publish them periodically
• Preparing and implementing an annual awareness and communication plan, and providing the Head of the Department Manager and the Director General of the Department with periodic reports on the level of performance, any observations during which they were monitored, the mechanism of treatment and what has been done about them.
• Preparing and maintaining relations with the press and various media partners to support the communication plans of the General Secretariat of the Zakat, Tax and Customs Committees, and preparing and publishing articles and press releases.
• Developing, preparing and designing content for publication across multiple awareness and media products, and ensuring its relevance
• Building and designing awareness products according to the targeted publication plans and in line with the targeted program (events, conferences, workshops, press releases...)
• Handling matters related to awareness campaigns and ensuring that they reflect the mission of the General Secretariat of the Zakat, Tax and Customs Committees
• Spreading awareness through social media accounts (e.g. Twitter and LinkedIn) and website in an ongoing manner and engaging with relevant accounts
• Ensuring the appropriateness of the content published and intended for publication and periodic review to ensure that it adheres to the publication policies adopted by the General Secretariat of the Zakat, Tax and Customs Committees related to social media channels (in terms of the suitability of the content for the target audience, and the type of site).

Qualifications and Job Requirements

At least 2 years of experience

Bachelor of Communications, Marketing, Public Administration, Public Relations Management, Graphic Design, or equivalent (required)