Head of Guest Experience

Head of Guest Experience - Subject to Contract Award
Make a difference every day

The Job Opportunity

Following the award of a new contract, Serco Saudi Arabia (SSA) will be acting
as a managing agent th at is responsible for a project that will act and serve
as a luxurious tourist destination. SSA’s role as a managing agent and master
operator will be to manage the service operators of the following transport
modes:

• Air (Private Planes & Helicopter, etc.)


• Sea (Marine fleet & water taxis, sea freight etc.)


• Land - Road (cycle, cars, buggy, buses etc.)


• Land- Logistics (vans, staff buses etc.)
  Key accountabilities
  Support the Customer Strategy Manager in processing and analysing customer
  feedback and data flows.
  Working with the client on operations initiatives.
  Managing high level operational stakeholder engagement.
  Reporting on performance.
  Examining and determining short, medium- and long-term objectives and KPI’s.
  Maintaining a culture of continuous improvement.
  Manage escalations from CX feedback, identifying trends and driving continuous
  improvement of the guest experience.
  Report and rectify any issues that occur with other stakeholders or
  operational roadblocks that CX cannot manage.
  Interface with client on improvement initiatives.
  Work with Mobility Operators Director as required and provide support on
  gaining guest/customer insights and driving improvements in customer service
  experience.
  Engage with client’s Guest Experience department to ensure guest experience
  requirements are included within mobility management system.
  Set up mobility guest experience and ensure that customer feedback is provided
  on at least weekly basis to guest experience team.
  Set up mobility guest experience function to manage and deal with customer
  feedback in line with client’s timelines.
  Responsible for ensuring client’s guest experience strategy is reflected in
  client's mobility offer, incorporating regular changes.
  Point of contact for hotels guest mobility feedback (complaints & praise) and
  resolving these working with transport providers/service operators.

Specific requirements
Knowledge of Mobility & Transport modes (air/land/sea) are desirable.
Industry experience in Retail, F&B;, hotel, hospitality and transport is
essential.
Available to relocate to a remote location in KSA & commence work in April

Working with Serco
At Serco, not only is the nature of the work we do important, everyone has
important role to play.
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