Client Experience Officer

WUDUH • Full-time • عمان, JO • 4h ago

Job Title: Client Experience Officer

Department: Operations

Division: Customer Experience

Location: Amman, Jordan

Reports to: Customer Experience Manager

Job Objectives

The Client Experience Officer is responsible for designing and optimizing the end-to-end client

journey across all touchpoints. This role uses data insights, technology, and client feedback to

enhance satisfaction, engagement, and retention. The Officer ensures alignment between

client-facing strategies and compliance standards while driving process improvements and

customer-centric innovations.

Responsibilities And Duties

Client Journey Design & Personalization
Map and optimize the end-to-end client journey, identifying key touchpoints, pain points,

and compliance checkpoints

Develop segmentation strategies based on customer data and behavior
Tailor experiences and offerings to each segment, ensuring personalization and

compliance

Implement seamless, risk-aware experiences that enhance satisfaction
Technology Integration & Innovation
Explore, evaluate, and utilize AI tools and emerging technologies to elevate the client

Experience

Apply predictive analytics and automation solutions, ensuring compliance with data

protection standards

Performance Tracking & Insights
Define and monitor KPIs related to customer satisfaction, engagement, and retention
Use data insights to continually optimize CX strategies
Present CX findings and trends to leadership, ensuring all reporting aligns with

compliance and legal standards

Feedback Management & Voice of the Customer (VoC)
Implement and oversee VoC programs to capture client insights and pain points
Regularly analyze feedback, complaints, and survey results to improve client experience
Ensure feedback methods comply with privacy and data protection regulations
Operational Optimization & Risk Management
Identify and resolve operational inefficiencies impacting the client journey
Deliver quick fixes for immediate client issues and build sustainable, long-term strategies
Ensure all CX actions are aligned with organizational risk management and compliance protocols
Growth, Loyalty & Strategic Alignment
Develop and manage referral and loyalty programs to drive organic growth
Collaborate with leadership to align CX initiatives with company goals and ROI targets
Lead and manage end-to-end CX projects, ensuring delivery within scope and timeline

Qualifications

Bachelor’s degree in Business Administration, Marketing, Communications, or a related field is

required.

Years Of Experience

Minimum 3 years of experience in customer experience, client journey design, or a similar

function involving process optimization and customer engagement.

Behavioral Requirements/Competencies