Job Description
Job Title Digital Experience Expert
Sector Operations
Division IT
Department Applications Management
Section Business Applications & Digital Platforms
Unit Digital Experience Platforms
Report To Digital Experience Platforms Manager
Main Job Purpose:
The primary objective of this role is to contribute to managing and optimizing the organization’s mobile
applications and digital customer experience platforms to ensure high performance, availability, security, and
usability. In addition, drive the continuous enhancement of mobile services by improving customer journeys
and enabling seamless, intuitive digital interactions for both customers and business users. Furthermore, ensure
reliable integration with backend systems (e.g., CRM, billing, and middleware), while simultaneously advancing
innovation across digital channels to support evolving business objectives and customer expectations
Duties & Responsibilities:
1. Govern the mobile applications throughout their lifecycle, including enhancements, upgrades, and
issue resolution .
2. Monitor application performance, availability, and user experience to ensure service continuity .
3. Coordinate with development teams, vendors, and business stakeholders to deliver new features
and improvements.
4. Translate customer needs and business priorities into digital experience initiatives and a platform.
5. Define and guide integration approaches between digital platforms and backend systems (CRM,
billing, middleware).
6. Drive application testing, user acceptance testing (UAT), and production deployment activities .
7. Monitor and troubleshoot application incidents, perform root cause analysis, and implement
preventive actions .
8. Govern application security, compliance, and data protection standards across digital platforms .
9. Oversee application release, change, and configuration processes in alignment with IT governance
frameworks.
10. Support digital transformation initiatives and customer experience enhancement programs .
11. Monitor customer feedback, app ratings, and usage analytics to identify improvement
opportunities.
12. Coordinate with vendors and partners to ensure SLA compliance and service quality .
13. Prepare operational reports, dashboards, and KPIs related to application performance and
customer engagement .
14. Maintain application documentation, architecture diagrams, and operational procedures.
15.Define and drive digital experience strategy across mobile applications and digital platforms.
16. Influence technical design decisions to support scalable and high-performance digital architecture.
17. Define and lead optimization initiatives based on analytics, feedback, and performance trends.
18. Govern the resolution of complex application issues and drive root cause analysis across systems.
19. Define a digital experience innovation roadmap aligned with emerging trends (AI, personalization,
automation).
Behavioral Competencies:
1. Communication: Effectively communicates technical and business information to different
stakeholders.
2. Collaboration: Works closely with business, development, infrastructure, and vendor teams .
3. Problem Solving: Identifies issues proactively and implements effective solutions.
4. Customer Focus: Maintains a strong focus on customer experience and satisfaction .
5. Result Orientation: Focuses on achieving operational and business objectives.
6. Innovation & Continuous Improvement: Drives digital innovation and service enhancements .
Technical Competencies:
1. Digital Experience Platforms & Mobile Architecture: Ability to guide design, evolution, and
lifecycle of mobile applications and digital experience platforms across iOS, Android, and omni channel environments.
2. API & Integration Architecture: Capability to define and guide integration between digital
platforms and backend systems using APIs, middleware, and microservices.
3. Customer Experience (CX) Optimization & Journey Management: Ability to analyze and improve
customer journeys, user experience, and digital interaction flows.
4. Digital Analytics & Insight Generation: Capability to analyze performance, usage data, and
customer behavior to generate actionable insights.
5. Application Performance & Incident Governance: Ability to govern application performance,
incident management, and root cause analysis across digital platforms.
6. IT Service Management & Digital Governance (ITIL): Capability to govern release, change, and
service management processes across digital platforms.
Qualifications:
Education
A bachelor’s degree in computer science, Information Technology, Software Engineering,
or a related field.
Experience
6–8 years of experience in Mobile Application Management, Application Support, Digital
Platforms, or Software Development. Strong experience supporting enterprise mobile
applications and integrating them with backend systems such as CRM, Billing,
Middleware, and Digital Channels. Experience in telecom environments is highly
preferred.
Certificates
ITIL Foundation, Agile/Scrum Certification, Mobile Application Development
Certifications, API Management Certifications, Cloud Platform Certifications (AWS, Azure,
or GCP).
Language Fluency in English and Arabic (written and spoken).
