Job description

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:

1. 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

2. 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

3. 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

4. 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

5. 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

6. 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:

• Analytical and client-focused with a proactive mindset

• Able to manage complex projects and cross-functional collaboration

• Highly organized, adaptable, and detail-oriented

• Strong communication skills and problem-solving abilities

• Passionate about innovation and continuous improvement in customer experiences

Technical Requirements:

• Proficient in CX tools, data analytics, and customer segmentation platforms

• Familiarity with CRM systems and feedback collection tools

• Comfortable working with AI and predictive analytics tools

• Knowledge of compliance, data protection, and customer privacy standards

Communication and Interaction:

• Reports to: Customer Experience Manager

• Works with: L&D, Product, Compliance, Customer Service, Technology, and Marketing Teams

• Subordinates: None