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Customer Experience Lead

Sector:  Land Mobility
Division:  Land Mobility

Customer Experience Lead

 

Position: Customer Experience Lead

Reports to: Commercial Director

Sector: Land Mobility

Job Location: Sharma, NEOM

 

 

Role Purpose:

 

Land Mobility of NEOM is responsible for planning, design, procurement, delivery, operation and maintenance of a multi-modal mobility network to provide integrated and seamless mobility services to NEOM.  The mobility network will include rail systems, urban mobility solutions (e.g. electric buses, cars, scooters, etc.), electric ferries and eVTOL, etc.  The Land mobility sector is looking for a customer experience professional to be responsible for the following:

  • Define and ensure a seamless customer journey from first and last miles, leading change through projects definition, design and implementation
  • Ensures consistency across all multi-modal mobility services and act as a customer gateway to Land Mobility’s initiatives and enhance long term strategic focus on customer centricity
  • Support the fully integrated multi-modal transit strategy by implementing products, services and customer journeys to continue improvement of customer services based upon our customers’ feedbacks and expectations
  • Define and implement standards/procedures in our digital platform/assets and within the network for ensuring optimal customer experience

 

  

Key Accountabilities & Activities:

 

  • Define physical and digital customer journey across all mobility modes for NEOM (cross-regions and operators) and deploy relevant projects through working closely with all mobility teams in the Land Mobility sectors
  • Lead and manage the end-to-end customer journey definition, design and implementation by working closely together with the LM team leading to successful delivery of different mobility assets including infrastructure, vehicles and inter-change facilities and digital platform etc. for a fully integrated mobility network.
  • Take proactive initiative to support the development of a new digital ecosystem for multi-modal mobility services deployed in NEOM.
  • Drive the delivery of shared/personalized and seamless propositions by working closely together with all internal and external key stakeholders
  • Steer the implementation of customer journeys and define business case and requirements
  • Ensure the proper implementation and roll-out of new services and products in the network working closely with the technology application/asset development teams as well as relevant stakeholders such as consultant, regulators etc. during the customer journey development process
  • Understand the key interactions in the customer lifecycle and drive relevant change management processes for our customers and other stakeholders 
  • Identify and develop solution to resolve customer pain points and answering to customers behaviours and act as a voice of customers
  • Be the "Gatekeeper" to analyse issues and develop solution to mitigate impacts over customer journey
  • Collect, analyse, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience and defining quick wins
  • Be a champion and advocate NEOM’s mobility philosophy

 

 

Knowledge and Experience

 

  • 5-10 years in the field of customer experience, with ideally domain expertise in the mobility, vehicle rental or leasing industries. Project / Program management, Team management.
  • Customer oriented
  • A self-starter
  • Ability to identify and drive resolution of issues
  • Ability to work in international environment
  • Flexibility to adapt to changing workload demands and new challenges
  • An analytical mind with attention to detail, with particular focus on qualitative data when reviewing performance.
  • A strong, clear communicator with people at all levels and backgrounds.
  • Ability to present and discuss information clearly and to different audiences.
  • Team and collaborative spirit
  • Capacity to animate a community

 

 

 Education and Certifications

 

  • Graduate degree, preferably post-graduate degree, in a relevant transportation discipline or equivalent with focus on customer services desirable.
  • Fluency in English 

 

 

Benefits:

  • Free Accommodation.
  • Free Laundry and housekeeping.
  • Free transportation.
  • 2 flights per month domestic round trip.
  • 1 Annual Travel Allowance.
  • Relocation Flight.
  • Free Meals ( breakfast, lunch, dinner ).
  • Schooling - 60K SAR per child up to 3 children.
  • Bonus 20-30% annual (performance based).
  • Savings Plan ( Long-term incentive plan ).
  • Medical insurance ( VVIP health coverage), for Employee, Family & Parents.
  • Annual Leave 30 working days annual.
  • Remote Working 24 working days annual.

 

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