Roles And Responsibilities Review updates in laws governing taxpayers and trader’s services and ensure changes are reflected in specified policies and procedures within ZATCA and communicate updates with relevant stakeholders Review services SLA reports received from Customer Experience to ensure proper understanding of services given and measure progress towards achieving the expected results, and suggest improvement plans accordingly Conduct research and benchmark studies related to international best practices in taxpayers and traders’ services and use findings to identify roadmaps in line with ZATCA’s objectives Consolidate research findings to derive recommendations for new services opportunities ensuring optimal services’ delivery and improved customer experience Collect contact center, mystery shopping reports, and customer services demand and analyse customer complaints trends and satisfaction index to highlight operational gaps and needs and define implications on service provision Review and analyse issues and complaints related to processes and procedures received from private sector representatives to underline prominent problems and develop needed solutions accordingly Review and assess ZATCA overall projects and policies’ impacts on customer experience and determine improvement areas accordingly Conduct regular meetings and workshops with ZATCA’s relevant stakeholders to extract services’ complaints and satisfaction rate and analyze meetings’ outputs for new services opportunities Identify service improvement opportunities based on highlighted gaps and needs, develop solution business cases and dispatch to relevant stakeholders for approval Assist in the development and u pdate service standards, key success factors, and guidelines related to interactions with customers and ensure the proper implementation of changes once approved Review and a pprove FAQs and call center scripts, provide input based on highlighted gaps, and approve updates accordingly Conduct regular trainings and workshops for customer-facing staff related to service requirements and policies, in coordination with Human Capital functions Develop periodical analysis reports to highlight services’ gaps and dispatch to relevant stakeholders Experience And Educationminimum of 6 years of relevant experience Bachelor’s degree in Business Administration or equivalent is required Master’s degree in Business Administration or equivalent is preferred
