Director of Beneficiary Experience

Director of Beneficiary Experience

Location: Riyadh, Saudi Arabia

The Saudi Authority for Accredited Valuers (TAQEEM) is seeking an experienced and strategic leader to join the organization as Director of Beneficiary Experience. This role will lead the establishment and management of a dedicated function responsible for enhancing and standardizing the beneficiary experience across the Authority's services and digital platforms.

The Director will oversee the design and management of the beneficiary journey, supervise support channels, measure satisfaction and service performance, analyze feedback and insights, and lead improvement initiatives that enhance service quality and operational efficiency.

Key Responsibilities

Develop and implement the Beneficiary Experience strategy and operational plan aligned with the Authority's strategic objectives.

Establish governance frameworks and define performance indicators to measure beneficiary experience (e.g., satisfaction levels, responsiveness, Net Promoter Score).

Oversee beneficiary support channels, including email, contact center, and ticketing systems, ensuring consistent service standards and timely responses.

Monitor and analyze the beneficiary journey across services and digital platforms to identify opportunities for improvement and enhance usability.

Lead the collection and analysis of beneficiary feedback, complaints, and suggestions, identifying trends and prioritizing improvement initiatives.

Translate insights and performance data into continuous service improvement initiatives in collaboration with relevant departments.

Coordinate with IT and operational teams to ensure service reliability and prompt resolution of technical issues affecting beneficiaries.

Develop and maintain knowledge resources such as FAQs and user guidance to enhance self-service capabilities.

Lead and develop the department team, set performance objectives, and promote a culture of service excellence and beneficiary focus.

Qualifications

Bachelor's degree in Business Administration, Information Systems / Information Technology, or equivalent.

Proficiency in English (spoken and written).

Professional certifications in the field such as (CXPA, CCXP, CCXD, or XM Professional Certification), or equivalent.

Experience

912 years of relevant professional experience, including at least 4 years in a leadership or managerial role.

Demonstrated experience in beneficiary/customer experience management, service improvement, or digital service operations.

Core Competencies

Strategic thinking and vision

Leadership and team development

Effective communication and stakeholder engagement

Beneficiary-centric mindset

Analytical thinking and data-driven decision making

Accountability and professionalism