Customer Experience Lead

3 weeks ago

Muscat, Muscat, Oman Thawani Pay Full time

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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.
  • 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:
  • 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)

Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time

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