Senior Institutional Strategy & Excellence Specialist

Job Purpose

The Senior Institutional Strategy & Excellence Specialist is responsible for independently measuring customer satisfaction and experience across projects and digital platforms, analyzing results, and supporting improvement initiatives. The role also contributes to strategic planning, institutional performance, quality governance, policy and SLA compliance, and institutional excellence programs.

Qualifications

• Bachelor’s degree in Business Administration, Statistics, Industrial Engineering, or a related discipline; Master’s degree is preferred.
• 5–7 years of relevant experience, including at least 3 years in Customer Satisfaction/Customer Experience measurement (CSAT, NPS).
• Previous experience in consulting firms or professional services, particularly with government or corporate clients, is preferred.
• Experience in strategic planning, institutional performance management, quality, organizational excellence, or compliance auditing.
• Strong experience in survey design, data analysis, and performance dashboards using Excel and Power BI.
• Strong analytical, reporting, communication, and stakeholder management skills.
• Excellent Arabic and English, written and spoken, with the ability to conduct interviews and discussions with client representatives and senior stakeholders.
• Knowledge of institutional excellence models and quality standards is preferred.
• CCXP, Lean Six Sigma, or ISO 9001 Lead Auditor certification is preferred.

Key Responsibilities

• Independently conduct customer satisfaction measurements during and at the completion of projects and for digital platform users.
• Design and manage customer surveys, interviews, and feedback sessions, and analyze CSAT/NPS results.
• Identify recurring customer satisfaction issues and coordinate improvement plans with relevant departments.
• Support strategic planning, operational planning, market analysis, and institutional performance reporting.
• Collect and validate performance data and contribute to monthly and quarterly institutional performance reports.
• Coordinate the Quality Committee for strategic project deliverables, including scheduling, documentation, minutes, and follow-up of recommendations.
• Measure compliance with organizational policies, procedures, and Service Level Agreements (SLAs), and track corrective actions.
• Support institutional quality, excellence, maturity assessment, accreditation, and process improvement initiatives.
• Maintain accurate records, dashboards, reports, and documentation related to customer satisfaction, performance, quality, and compliance.