Job Overview
CUSTOMER EXPERIENCE LEAD — DIGITAL FINANCIAL JOURNEYS
Location: Saudi Arabia — Remote / Regional Collaboration
Seniority Level: Lead / Customer Strategy
Employment Type: Full-time, Permanent
Industry Focus: Fintech, Digital Banking, Mobile Finance, Customer Experience, Payments
CUSTOMER MANDATE
The Customer Experience Lead will redesign and optimize the complete customer journey across digital financial products, ensuring that every interaction—from discovery and onboarding to transactions, support, retention, and advocacy—is intuitive, efficient, and measurable.
The role combines customer research, behavioural analytics, journey design, product collaboration, service optimization, and experience strategy.
EXPERIENCE RESPONSIBILITIES
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Map end-to-end customer journeys across digital financial products.
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Identify friction points affecting acquisition, onboarding, usage, and retention.
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Conduct qualitative and quantitative customer research.
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Analyse behavioural and experience data to identify improvement opportunities.
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Develop customer-experience strategies and measurable improvement programs.
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Collaborate with product, UX/UI, technology, analytics, marketing, and operations teams.
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Design experiments to improve digital conversion and engagement.
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Monitor customer satisfaction and experience-performance indicators.
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Develop executive dashboards covering customer experience trends.
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Translate customer insights into product and operational improvements.
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Establish experience standards across digital channels.
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Champion customer-centric decision-making throughout the product lifecycle.
REQUIRED EXPERIENCE
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Bachelor’s or Master’s degree in Business, Marketing, Psychology, Economics, Design, Technology, or related discipline.
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6+ years of experience in customer experience, fintech, digital banking, product, UX, service design, or customer analytics.
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Strong understanding of digital customer journeys.
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Experience using quantitative and qualitative customer insights.
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Strong analytical and communication capabilities.
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Demonstrated ability to influence product and operational decisions.
EXPERIENCE SCORECARD
Customer satisfaction • Conversion • Onboarding completion • Digital engagement • Retention • Resolution efficiency • Customer lifetime value
STRATEGIC OUTCOME
The successful Lead will turn customer behaviour into actionable product intelligence, helping create digital financial experiences that are simpler, faster, more intuitive, and commercially stronger.
Are you excited about this opportunity?
Don’t miss the chance to make a difference in the fintech and FX industry!
Apply now by clicking on the “Apply Now” button below.
Let’s shape the future of finance together!
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