Create Alert

UX/ UI Governance Specialist

Apply now »

Date: Mar 9, 2025

Location: Riyadh, Al Riyadh, SA

Company: Najm For Insurance Services Company

Position Details

Job Title

UX/UI Governance Specialist

Business unit

Customer Experience & Care

 

Job Code

 

Division

Customer Experience

 

Job Grade

 

Department

UX/UI Governance

 

Job Location

Head Office

Section

 

 

 

Job Purpose

Ensure to meet the needs of customers/users and maximize customer satisfaction by tracking user experience metrics and KPIs; compiling and analyzing reports to determine which practices are most effective.

 

Organizational Relationships

Direct Manager

Senior UX/UI Governance Specialist

 

Job Content

Functional Responsibilities
  • Monitor, analyze, and report the user experience metrics and KPIs in alignment with the concerned stakeholders.
  • Contributes to the implementation of the Customer Experience & Care strategy to ensure its alignment with Najm’s vision and objectives to ensure the highest customer satisfaction scores are achieved.
  • Manage ongoing and ad-hoc reports, projects, and initiatives relevant to customer digital channels with the concerned stakeholder, and reports progress.
  • Communicates effectively with both internal and external stakeholders to understand customer/user needs, to maximize satisfaction.
  • Reviews and audits the product/services during the development cycle, design, documentation, testing, and implementation across digital channels to ensure a smooth customer journey in alignment with the concerned stakeholders.
  • Prepares necessary documentation to report and visualize the relevant UX analytics, such as trends and areas of improvement.
  • Monitor and analyze the digital platforms by reviewing customer behavior, utilization reports, information architecture/hierarchy, and the relevant KPIs with the aim of providing an enhancement recommendation report.
  • Analyze the user experience and user interface design of digital products and services versus (the standards and UX/UI principles) and report the findings and required enhancements.
  • Contribute to the development of the Voice of Customer (VOC) program including the design of the survey on digital channels, and feedback/results analysis.
  • Perform user interviews and phone surveys to evaluate the user experience level and collect the voice of the customer and prepare a report with required improvements.

 

Job Requirements

Qualification          

  • Diploma/Bachelor's degree, preferably in MIS, Information Systems, Computer Science or relevant field
  • Professional Certificate in Customer Experience (CXAC) (preferred)
  • Professional Certificate in UX/UI (preferred)

Experience

0 - 2 years of experience in user experience research/design, customer experience, marketing, or related fields

Role Specific Skills/Requirement
  • English
  • Data-driven and analytical mindset
  • Communication, and teamwork and collaboration skills
  • Problem-solving skills
  • Understanding of customer behavior and preferences
  • Commitment to continuous improvement and innovation
  • UX/UI tools such as Figma, adobe, Miro
  • Information architecture - Tree test and card sorting tools
  • Usability testing 
  • Familiar with digital KPIs such as app download, app rating, app crash rate, CSAT, CES, and NPS

 

DISCLAIMER

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be constructed as an exhaustive list of all responsibilities, duties and skills required for the position. Accordingly, there is no way this Job Description states or implies that these are the only duties to be performed by the employee in this position.  Employees will be required to follow any other job-related instructions and to perform other job-related duties.