# Vice President of Experience

> webook.com · Riyadh, Saudi Arabia · Full-time · Posted 2026-08-11

**Workplace:** on_site

**Department:** Product & Design

## Description

Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job you're looking for ,[webook.com](http://webook.com/) is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales. 

### Position Overview

The **Vice President of Experience**  will lead the strategy and execution of exceptional customer experiences across all touchpoints, driving innovation, aligning cross-functional teams, and enhancing user satisfaction to solidify the company’s position as a customer-centric digital leader.

### **Key Responsibilities :** 

### Strategic Leadership

-   Drive the overall customer experience strategy and vision across all touchpoints
-   Lead experience transformation initiatives across the organization
-   Build and maintain relationships with key stakeholders
-   Develop and manage experience-related budgets and resources
-   Stay current with industry trends and best practices

### Team Management

-   Lead and develop teams of designers, researchers, and journey specialists
-   Build, lead and scale customer support teams across multiple channels
-   Create and maintain customer service training programs
-   Develop and oversee customer research initiatives

### Experience Framework & Standards

-   Create and maintain a unified experience framework
-   Establish and track key experience metrics and KPIs
-   Create and maintain experience guidelines across platforms
-   Drive personalization strategies
-   Champion voice-of-customer programs

### Customer Support Operations

-   Develop and manage customer care strategies
-   Establish customer service standards and policies
-   Monitor and improve customer satisfaction metrics
-   Create and maintain support documentation
-   Lead support innovation initiatives

### Technical Implementation

### Support Tools & Technologies

-   Design and deploy AI-powered chatbot solutions
-   Implement automated ticket routing systems
-   Develop self-service knowledge bases
-   Integrate omnichannel support platforms
-   Optimize CRM and help desk systems

### Advanced Support Technologies

-   Create conversational AI strategies
-   Deploy intelligent virtual assistants
-   Implement sentiment analysis tools
-   Develop proactive support mechanisms
-   Integrate support analytics systems

### Journey Mapping Expertise

-   Map and maintain B2B and B2C journey maps
-   Optimize touchpoints across customer journeys
-   Conduct multi-stakeholder journey orchestration
-   Implement journey analytics frameworks
-   Create experience flows and service blueprints

### Cross-functional Collaboration

-   Partner with Product, Engineering, Marketing, and Operations
-   Align experience strategy with business objectives
-   Implement feedback loops across organization
-   Translate journey maps into business improvements

## Requirements

-   10+ years of experience in customer experience, user experience, or related field
-   5+ years of executive leadership experience managing cross-functional teams
-   Proven track record of implementing successful experience excellence strategies in digital products
-   Experience with experience measurement tools and methodologies
-   Strong background in user research, journey mapping, and service design
-   Deep understanding of omni-channel digital platforms, particularly in SaaS and ecommerce
-   Experience with experience optimization and personalization technologies
-   Strong analytical skills with ability to translate data into actionable insights
-   Excellence in stakeholder management and executive communication
-   Track record of building and scaling experience teams
-   Bachelor's degree required, Master's preferred in relevant field
-   Experience in highly regulated industries is a plus
-   Demonstrated success in driving organizational change
-   Strong presentation and public speaking abilities
-   Experience with agile methodologies and design thinking approaches

## Apply

[Apply at webook.com](https://apply.workable.com/webook/j/57BC796E5F/apply)

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