Vice President of Experience

About this role

Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job you're looking for , webook.com is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales.

Position Overview

The Vice President of Experience will lead the strategy and execution of exceptional customer experiences across all touchpoints, driving innovation, aligning cross-functional teams, and enhancing user satisfaction to solidify the company’s position as a customer-centric digital leader.

Key Responsibilities

• Strategic Leadership
• Drive the overall customer experience strategy and vision across all touchpoints
• Lead experience transformation initiatives across the organization
• Build and maintain relationships with key stakeholders
• Develop and manage experience-related budgets and resources
• Stay current with industry trends and best practices
• Team Management
• Lead and develop teams of designers, researchers, and journey specialists
• Build, lead and scale customer support teams across multiple channels
• Create and maintain customer service training programs
• Develop and oversee customer research initiatives
• Experience Framework & Standards
• Create and maintain a unified experience framework
• Establish and track key experience metrics and KPIs
• Create and maintain experience guidelines across platforms
• Drive personalization strategies
• Champion voice-of-customer programs
• Customer Support Operations
• Develop and manage customer care strategies
• Establish customer service standards and policies
• Monitor and improve customer satisfaction metrics
• Create and maintain support documentation
• Lead support innovation initiatives
• Technical Implementation
• Support Tools & Technologies
• Design and deploy AI-powered chatbot solutions
• Implement automated ticket routing systems
• Develop self-service knowledge bases
• Integrate omnichannel support platforms
• Optimize CRM and help desk systems
• Advanced Support Technologies
• Create conversational AI strategies
• Deploy intelligent virtual assistants
• Implement sentiment analysis tools
• Develop proactive support mechanisms
• Integrate support analytics systems
• Journey Mapping Expertise
• Map and maintain B2B and B2C journey maps
• Optimize touchpoints across customer journeys
• Conduct multi-stakeholder journey orchestration
• Implement journey analytics frameworks
• Create experience flows and service blueprints
• Cross-functional Collaboration
• Partner with Product, Engineering, Marketing, and Operations
• Align experience strategy with business objectives
• Implement feedback loops across organization
• Translate journey maps into business improvements

Requirements

• 10+ years of experience in customer experience, user experience, or related field
• 5+ years of executive leadership experience managing cross-functional teams
• Proven track record of implementing successful experience excellence strategies in digital products
• Experience with experience measurement tools and methodologies
• Strong background in user research, journey mapping, and service design
• Deep understanding of omni-channel digital platforms, particularly in SaaS and ecommerce
• Experience with experience optimization and personalization technologies
• Strong analytical skills with ability to translate data into actionable insights
• Excellence in stakeholder management and executive communication
• Track record of building and scaling experience teams
• Bachelor's degree required, Master's preferred in relevant field
• Experience in highly regulated industries is a plus
• Demonstrated success in driving organizational change
• Strong presentation and public speaking abilities
• Experience with agile methodologies and design thinking approaches