Head of Guest Experience

1 week ago

Riyadh, Saudi Arabia Serco Plc Full time

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.

We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Join Us

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Take pride in what you do

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. To view all internal opportunities, log into MyHR online.

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