Head of Customer Experience

About DialytxDialytx empowers businesses to deliver accurate, fast, and secure customer support with minimal hassle. Our platform optimizes customer support processes, ensuring high efficiency and reliability. By leveraging advanced technologies, we help organizations enhance customer experiences while maintaining operational excellence. Dialytx is dedicated to innovation and transforming the way businesses connect with their customers. As we scale, we are hiring a Head of Customer Experience to lead the development of world-class customer journeys and champion the adoption of AI-driven quality across all touchpoints.Role DescriptionThis is a full-time hybrid role for a Head of Customer Experience, based in Riyadh, Saudi Arabia. The Head of Customer Experience (Head of Customer Service) will own the strategy, execution, and continuous improvement of the customer journey. You will work closely with Product, Operations, and Sales to ensure every customer interaction reflects excellence.You will also play a pivotal role in integrating and optimizing our AI quality assurance platform across customer-facing teams.ResponsibilitiesOwn the Customer Experience strategy across all channels and oversee service operations and KPIsIntegrate AI and technology solutions to streamline workflows, automate tasks, and optimize CX processesDrive AI powered QA programs that elevate call quality, agent performance, and customer satisfactionBuild and develop a high performing CX team while partnering with Product on feedback loops and continuous improvementQualifications5+ years of experience in Customer Experience, Customer Service, Contact Center Operations, or Quality AssuranceProven experience in developing and implementing customer-centric strategiesAbility to lead and motivate teams to deliver exceptional customer serviceExceptional communication, problem-solving, and organizational skillsExperience with AI, automation, or analytics tools is a strong plusBachelor's or Master's degree in Business Administration, Marketing, Customer Service, or a related fieldWhat we offerCompetitive salary and performance incentivesOpportunity to lead CX strategy in a fast-growing tech companyDirect impact on product direction and customer successCollaborative environment with strong executive supportAccess to cutting-edge AI technology for quality assurance and agent performanceFlexible working environment