Customer Experience Officer

Established in 2008, Geidea epitomises customer focused empowerment and commercial success through continuous innovation

Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market

Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.

Our technology mirrors our people - Smart, Innovative & Forward Thinking

www.geidea.net

To maintain competitive advantage as we grow, we are currently looking for new Customer Experience Officer

Job purpose:

The Customer Experience (CX) Officer is responsible for monitoring, assessing, and improving the overall merchant experience across all customer journey touchpoints. The role focuses on collecting and analyzing merchant feedback, measuring CX performance metrics, identifying experience gaps, and recommending practical improvements to enhance service quality and reduce customer effort.

Responsibilities:

• Conduct structured merchant surveys after POS installation to gather feedback on sales, onboarding, and installation experience.
• Support the collection and basic analysis of merchant feedback to highlight key observations.
• Assist in monitoring merchant experience across different journey stages, including sales, onboarding, provisioning, usage, and support.
• Track CX metrics and KPIs using available data sources such as tickets, orders, and transactions.
• Identify and report common issues or gaps that may affect merchant experience.
• Support internal teams in implementing process improvements and enhancing merchant communication.
• Help prepare regular CX reports and dashboards summarizing key findings and trends.

Must have technical/professional qualifications:

• 0-2 years experience in continuous improvement, customer service, or customer experience.
• Bachelor's degree in business, Marketing, Industrial Engineering, or related field.
• Fintech, payments, or B2B SaaS industry experience strongly preferred
• Fluency in Arabic and English (written and spoken)
• Intermediate Excel skills and data visualization tools experience.

Our values guide how we think and act - They describe what we care about the most

Customer first - It's embedded in our design thinking and customer service approach

Open - Openness allows us to constantly improve and evolve

Real - No jargon and no excuses!

Bold - Constantly challenging ourselves and our way of thinking

Resilient – If we fail, we bounce back stronger than before

Collaborative - We know that we can achieve a lot more as a team

We are changing lives by constantly striving for a better solution

Click apply below and become part of the Geidea story