Beneficiary Experience Director - Riyadh
منذ شهر
Job summary
+Oversee Beneficiary Engagement & Satisfaction function to ensure beneficiary-facing channels operate in line with approved experience principles and service expectations overseeing end-to-end experience of beneficiaries and families across special needs services ensuring services are accessible responsive and centered on beneficiary needs throughout the service lifecycle Managing call center CRMs systems developing communication channels with customers Monitoring customer satisfaction indicators related reports developing feedback mechanisms to enhance customer journeys Review consolidated beneficiary feedback satisfaction insights journey pain points to identify systemic experience risks improvement priorities Work with Operations & Service Delivery to ensure beneficiary needs experience expectations are reflected in service delivery approaches Work with Quality & Service Excellence to ensure experiencerelated standards issues are addressed through quality improvement mechanisms Providing training programs workshops for human resources Developing a diverse electronic educational resource library
- Bachelor's degree in Business Administration Quality Management or related field Master's degree preferred
- 8 – 10 years of experience in service delivery customer/beneficiary experience Minimum of 3 years in leadership role
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وصف الوظيفة
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