Customer Experience Specialist

Raya Financing Company specializes in auto financing and is licensed by the Saudi Central Bank (SAMA). Headquartered in Dammam, our services are available across the Kingdom.

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We are looking for a highly qualified Relationship Manager to join our growing team in Riyadh.

The CX Specialist is responsible for designing, measuring, and enhancing end-to-end customer journeys across digital financing channels, ensuring seamless, compliant, and customer‑centric experiences throughout the financing lifecycle.

This role focuses on optimizing journeys such as application, eligibility checks, eKYC, offer acceptance, contract signing, disbursement, repayment servicing, and collections support, while maintaining compliance with Saudi Central Bank (SAMA) requirements and internal policies.

1) End-to-End Financing Journey Design

• Map and optimize customer journeys across the full financing lifecycle:
  • eKYC / identity verification
  • Offer presentation & acceptance
  • Contract signing
  • Disbursement
  • Early settlement / closure
• Identify pain points, delays, and drop‑off stages across digital and assisted channels.
• Redesign journeys to improve conversion, turnaround time, and customer satisfaction.

2) Digital Experience Optimization

• Partner with product, digital, and technology teams to enhance:
  • Mobile app journeys
  • Self‑service channels
  • CRM and agent‑assisted journeys
  • Whats App / chatbot flows
• Review UI/UX flows from a CX lens to ensure simplicity and clarity.
• Improve screen content, error messages, notifications, and SMS touchpoints.

3) CX Analytics & Performance Monitoring

• Monitor and report key KPIs, including:
  • NPS / CSAT / CES
  • Application completion rate
  • Funnel conversion
  • Drop‑off rate
  • Approval turnaround time
  • STP (Straight Through Processing) rate
• Analyze VOC data, complaints, and operational feedback to recommend corrective actions.

4) Process Improvement & Transformation

• Lead journey transformation initiatives to improve:
  • Operational efficiency
  • Turnaround time
• Conduct root cause analysis on customer pain points and failed journeys.
• Support pilot launches and A/B testing for new customer flows.

• Bachelor’s degree in computer science, industrial engineering, or business.
• Prefer CX / UX / Design Thinking certifications.
• 3–5 years in:
  • Customer Experience
  • Business process improvement
  • Financial services / fintech / banking
  • Conversion funnel optimization
• Experience in auto finance, personal finance, BNPL, banking, or fintech is highly preferred.
• VOC & CX measurement.
• Process redesign.
• Stakeholder management.
• Arabic and English communication.

Not specified.

At Raya Financing, we are not just about empowering our clients with innovative financial solutions; we are also committed to creating a supportive and dynamic work environment for our employees. Our team thrives on collaboration, creativity, and a shared passion for excellence. We offer competitive benefits, growth opportunities, and a culture that values work‑life balance. Join us and be part of a company that invests in your success and well‑being.