Customer Experience Lead

1 week ago

Muscat, Muscat, Oman Thawani Pay Full time

Location: Thawani Pay

Department: Products & Customer Experience

Reports to: Head of Products & Operations

Supervises: Customer Care Team (Call Center & Merchant Care)

Division: Customer Experience

Unit: Products & CXX

Overview

Thawani is seeking a dynamic and experienced Customer Experience Lead to oversee and elevate our customer service operations across all touchpoints — from end-user interactions to merchant support. This is a critical leadership role that drives our mission of delivering exceptional, efficient, and innovative service experiences across voice and digital channels.

Role Purpose:

As the Customer Experience Lead, you will manage end-to-end service delivery for both consumers and merchants. You'll lead the call center and merchant care teams, and optimize service across digital channels including chat, web, in-app, and social platforms. Success in this role demands a strong background in contact center operations, customer experience metrics, CRM systems, and automation tools.

Key Responsibilities:

1. Call Center Operations

  • Manage day-to-day contact center activities ensuring SLA, AHT, FCR, and CSAT targets are met.
  • Deploy technologies like skill-based routing, NBA (Next Best Activity), and speech analytics to optimize efficiency and experience.

2. Merchant Care Oversight

  • Supervise onboarding and issue resolution across multiple support channels.
  • Ensure merchant support aligns with lifecycle milestones to enhance satisfaction and minimize churn.

3. Digital Channel Optimization

  • Lead voice-to-digital deflection strategies by enhancing chatbot, web chat, in-app, and email/SMS support.
  • Scale automation and self-service to drive efficiency and reduce operational load.

4. Customer Insights & KPIs

  • Track and report CX metrics including CSAT, NPS, AHT, FCR, and response/resolution time.
  • Use insights to identify pain points and lead continuous improvement initiatives.

5. Cross-functional Collaboration

  • Work closely with Product, Tech, and Compliance teams to feed customer insights into product and service enhancements.
  • Participate in product launches, post-analysis reviews, and CX innovation cycles.

Qualifications & Experience:

Required:

  • Minimum 5 years in customer experience or contact center management.
  • At least 2 years in a leadership role managing CX teams.
  • Strong expertise in CRM, workforce management, and CX analytics tools.
  • Proven success managing voice and digital channels (chat, email, social).
  • Bachelor's degree in a relevant field.

Preferred:

  • Certification in CX (e.g., CCXP) or call center operations.
  • Arabic language proficiency.
  • Experience in fintech, telecom, or financial services.
  • Familiarity with Oman's regulatory environment in telecom or finance.

Key Performance Indicators (KPIs):

Operational:

  • SLA adherence, AHT, FCR, call deflection ratio, chatbot containment, ticket resolution time.
  • Customer-focused:
  • NPS, CSAT, app review ratings, repeat contact rate.
  • Cost & Efficiency:
  • Cost per contact, workforce utilization, ROI on automation.

The candidate should be Arabic speaker.

Sending mail to HR@thawani.om , Mail should have such subject (Customer Experience Lead)

#J-18808-Ljbffr

  • Customer Experience Lead

    4 days ago

    Muscat, Muscat, Oman Thawani Pay Full time

    1 week ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.Department: Products & Customer ExperienceReports to: Head of Products & OperationsSupervises: Customer Care Team (Call Center & Merchant Care)Division: Customer ExperienceUnit: Products & CXXOverviewThawani is seeking a dynamic and experienced Customer...

  • Customer Experience Director

    7 days ago

    Muscat, Muscat, Oman beBee Careers Full time

    Lead the charge in delivering exceptional customer experiences across multiple touchpoints. As a seasoned Customer Experience Director, you will be responsible for overseeing and elevating our customer service operations to drive business success.Role Purpose:This critical leadership role demands a strong background in contact center operations, customer...

  • Customer Experience Representative

    2 weeks ago

    Muscat, Muscat, Oman beBee Careers Full time

    Delivering Exceptional Customer ExperiencesThe Sales Associate role at our leading global off-price retailer is designed to captivate customers with exciting, designer pieces at significantly reduced prices – up to 80% off original retail.We strive to foster repeat visits and loyalty within our stores by offering an ever-changing selection of desirable...

  • Digital Customer Experience Architect

    5 days ago

    Muscat, Muscat, Oman beBee Careers Full time

    Job Title: Digital Customer Experience Architect**Overview:**As a Digital Customer Experience Architect, you will play a key role in shaping the customer experience strategy and implementing Adobe Experience Platform to drive business growth. The ideal candidate will have a strong understanding of data management, analytics tools, and marketing...

  • Customer Experience Specialist

    6 days ago

    Muscat, Muscat, Oman beBee Careers Full time

    About the Role:We are seeking a highly skilled and motivated Community Associate to join our team. The ideal candidate will be responsible for providing exceptional customer service, managing multiple tasks, and ensuring a positive experience for our customers.Key Responsibilities:Manage customer inquiries and resolve issues in a timely and professional...

  • Customer Experience Representative

    1 week ago

    Muscat, Muscat, Oman beBee Careers Full time

    Guest Service Agent - Front OfficeJob Description:In this role, you will serve as the primary point of contact for guests, providing exceptional reception services to ensure a seamless experience from check-in through check-out.You will be responsible for achieving positive outcomes from guest queries in a timely and efficient manner, ensuring an efficient...

  • Customer Experience Specialist

    2 weeks ago

    Muscat, Muscat, Oman beBee Careers Full time

    Job SummaryThis role is focused on delivering exceptional Guest experiences by attentively fulfilling their requests, anticipating their needs, and maintaining a high level of product knowledge.Key Responsibilities:Guest Services: Fulfill Guest requests promptly, and maintain a high level of knowledge about products and services to enhance the Guest...

  • Customer Experience Ambassador

    2 weeks ago

    Muscat, Muscat, Oman beBee Careers Full time

    Guest Service Agents play a vital role in delivering exceptional experiences to our guests. The primary objective of this position is to provide top-notch reception services, ensuring that guests feel welcome and valued from the moment they check-in to their departure.This dynamic role involves handling various tasks efficiently and effectively, including...

  • Customer Experience Manager

    6 days ago

    Muscat, Muscat, Oman beBee Careers Full time

    Key Performance IndicatorsThe successful Sales Executive will be measured on their ability to drive revenue growth, increase customer satisfaction, and maintain a high level of professionalism in all interactions.Main AccountabilitiesDrive revenue growth through strategic event negotiation and confirmation.Develop and maintain strong relationships with...

  • Customer Experience Specialist

    1 week ago

    Muscat, Muscat, Oman beBee Careers Full time

    Customer Service AmbassadorWe are seeking an enthusiastic and proactive individual to join our team as a Customer Service Ambassador. Your primary responsibility will be to provide exceptional customer service, ensuring that all clients feel welcome and valued.About the RoleYou will work closely with customers, addressing their queries and concerns in a...