Job Description
In this role, you will collaborate closely with one of our esteemed clients—a globally recognized leader in their industry, distinguished by their commitment to excellence, innovation, and delivering exceptional value. As a trusted IT consulting partner, Dautom is supporting their strategic initiatives by connecting them with exceptional talent to drive business growth and transformation. About the Role : Role : Experience Governance PM Job Location - Riyadh, Saudi Arabia (KSA) Education - Bachelor's degree in Business, Marketing, Data/Analytics, Engineering, IT or related field (Master's preferred) - Relevant certifications a plus: CCXP (Certified Customer Experience Professional), COPC, Lean Six Sigma, ISO 9001/auditing, project/governance frameworks (PMP, COBIT) Experience - 5+ years in CX, quality, governance, audit, or compliance - Telecom or regulated-industry experience strongly preferred - Demonstrated track record building or running a governance/audit/quality function - Experience building & managing KPIs & indicators Core technical skills - CX governance and framework design (operating models, decision rights, escalation, policy authoring) - Compliance and quality auditing (journey audits, mystery shopping, control testing, RCA and corrective-action tracking) - CX metrics and data-integrity validation (CSAT, NPS, CES — definition, baseline governance, anomaly detection) - CX governance (SLA oversight, governance-document review, incident/severity classification) Analytical skills - Data literacy — able to interpret survey and performance data, run comparison analysis, spot scoring/measurement defects - Proficiency in Excel; familiarity with BI/analytics and survey platforms is a plus Soft skills - Cross-functional facilitation and stakeholder alignment - Influence without direct authority - Executive communication, briefing leadership, producing decks and formal documents - Technical writing (SOPs, policies, audit reports, minutes) - Attention to detail and a standards/quality mindset
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