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Customer Experience Lead at Gathern

Riyadh, Riyadh Region, Saudi Arabia -

Full Time

Start Date

Immediate

Expiry Date

13 Apr, 26

Salary

0.0

Posted On

13 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Service Operations, Digital Product Management, Journey Mapping, Service Design, Analytical Skills, Project Management

Industry

Hospitality

Description

Lead the Guest Experience team to ensure frictionless booking, app and check‑in experiences while improving guest happiness and retention. Develop policies and support programs to create a cohesive service model across guest touchpoints. Responsibilities : Oversee the guest booking journey to ensure a seamless reservation and check‑in process. Drive improvements to the guest app experience in partnership with product teams. Lead development and implementation of guest policies, ensuring they are fair and transparent. Implement a Voice of Customer program to collect and respond to guest feedback. Conduct journey mapping to identify friction points across guest touchpoints and develop solutions. Collaborate with the Host Experience Manager on a balanced policy review to align host and guest needs. Manage guest support and long‑term stay programs, ensuring timely resolution of issues. Monitor guest happiness metrics and report on progress toward the 2026 target. Bachelor’s degree in Business, Hospitality or a related discipline. 5+ years’ experience managing customer experience or service operations. Experience leading digital product or app enhancements. Proven success in journey mapping and service design. Strong analytical and project management skills.

Responsibilities

The Customer Experience Lead will oversee the guest booking journey and drive improvements to the guest app experience. They will also implement guest policies and manage guest support programs.