Customer Experience Management Specialist

Job Purpose

The Customer Experience Management (CXM) Specialist is responsible for building and leading KAUSTIT’s customer experience measurement and improvement program. This role ensures IT services are evaluated, reported, and continuously improved based on user insights, positioning IT as a trusted, user-centric partner to the KAUST community.

The role requires a rare combination of analytical skill, technical capability, and stakeholder engagement , ensuring that customer voice is not only heard but acted upon at the highest levels of decision-making.

The role also supports the team’s Service Performance Management function by providing data analytics expertise in KPI reporting for the department.

Major Accountabilities

Customer Experience Strategy & Measurement

• Design and implement IT’s CXM framework, including CSAT, CES,and NPS.
• Manage platforms and systems that collect, track, and analyze user feedback.
• Establish feedback loops that translate measurement into improvement initiatives.

Governance &Reporting

• Provide regular CXM reporting to the CIO,IT Leadership, and Strategic Management Office (SMO).
• Ensure transparency of service satisfaction levels through dashboards and scorecards.
• Define escalation processes with the IT Helpdesk, ensuring user complaints and service failures are systematically addressed.

Service Improvement

• Partner with IT service owners to translate user insights into action plans.
• Track adoption and satisfaction improvements resulting from CXM initiatives.
• Collaborate with team members in UI/UX, Technology Experience Enablement, Engagement, Change Management to address systemic service issues.

Stakeholder Engagement

• Act as the advocate of the KAUST user community within IT.
• Facilitate workshops, surveys, and focus groups to deepen understanding of user needs.
• Support institutional reporting by providing consolidated customer experience metrics.

CXM Platform Management

• Manage the full lifecycle of the CXM platform, including survey design and deployment (CSAT, CES, NPS), workflow configuration, integrations with IT systems (ITSM, service catalog, identity tools), and ongoing platform administration, reliability and governance.

• Build dashboards, automated reports, and analytics pipelines that consolidate feedback data, apply AI-driven insights (text mining, sentiment analysis), and provide real-time visibility into user experience trends and service performance.

• Ensure data quality, privacy compliance, and seamless data flow across all CXM touchpoints, maintaining a scalable and user-centric platform that supports continuous improvement initiatives.

Dimensions of the Role

• Scope: Owns all IT customer experience measurement and reporting mechanisms.
• Decision-Making Authority: Defines CXM metrics, platforms, and reporting standards.
• Institutional Impact: Directly influences user trust in IT services and overall IT reputation.
• Reporting: Regularly presents findings to CIO and IT leadership, with downstream impact on service investment and prioritization.

Key Stakeholders

• Internal:CIO, IT Leadership, IT Service Owners,IT Helpdesk.
• University-Wide: Faculty, researchers, students, and staff who rely on IT services.
• External:Vendors providing CXM tools or benchmarking services.

SFIA Skills(Indicative Levels)

• CNSL – Consultancy (Level 5): Advises service owners on improving user satisfaction.
• MEAS – Measurement (Level 5): Defines and manages metrics for service quality.
• USUP – Customer Service Support (Level5): Oversees complaint resolution and escalation frameworks.
• DTAN – Data Analysis (Level 5): Interprets feedback and service data into actionable insights.
• RLMT – Stakeholder Relationship Management (Level 4–5):Builds trust by communicating user insights clearly to leadership.

Performance Measures

• Delivery of accurate and timely CXM reports to CIO and SMO.
• Improvement in CSAT, CES,and NPS scores across IT services.
• Reduction in unresolved complaints and escalations.
• Documented service improvements linked directly to CXM data.
• Positive recognition of ITs responsiveness and accountability by KAUST stakeholders.

Personal Requirements

Competencies

Customer Experience & Service Excellence

• Strong understanding of CX frameworks (CSAT, CES, NPS)and user-centric service principles.
• Ability to convert feedback and data into actionable service improvements.
• Effective stakeholder management and communication skills.

Data &Analytics

• Ability to analyze quantitative and qualitative feedback using dashboards and analytics tools.
• Skilled in identifying trends and insights through structured analysis and data storytelling.
• Working knowledge of statistical concepts (sampling, weighting, margins of error) to ensure accurate analysis of CXM data.
• Supports the team’s service performance management function by providing expertise in analytics and KPI reporting at a department level

CXM Platform & Technical Skills

• Hands-on experience with CXM platforms (survey building, workflow configuration, integrations).
• Ability to use AI tools,text analytics, and sentiment analysis to deepen insights.
• Familiarity with ITSM systems, APIs, and dataflows.

Process &Governance

• Knowledge of ITIL and service improvement practices.
• Strong documentation, structure, and reporting discipline.

Qualifications

• Bachelor's degree in Information Systems, Business, Customer Experience, Quality Assurance, Data Analytics, or related field.
• ITIL certification preferred; CX or analytics certifications are a plus.

Experience

• 6+ Years of experience in CXM, service excellence, analytics, Service quality, performance management or IT service management.
• Experience with CXM platforms (Qualtrics, Medallia, etc.)and data visualization tools (Power BI, Tableau).
• Experience in technology, highereducation, or service-driven environments preferred.