فرص عمل لدى شركة أمنية
فرص عمل لدى شركة أمنية
Customer Experience Sr. Officer
Responsible for leading on customer experience development projects, supporting launch and testing activities and
where necessary take the end to end ownership from design to implementation working with cross functional
stakeholders as well as customer journey business processes design and optimization.
Apply a commercial mindset to lifecycle management, handling specific segment channel design of the customer
journey and ensuring that this design is reflected in all consumer product, market and channel activities to drive CE and
commercial results.
Key Responsibilities:
- Apply a commercial mindset to lifecycle management, handling specific segment channel design of the customer journey and ensuring that this design is reflected in all consumer product, market and channel activities to drive CE and commercial results
- Run regular diagnostics of customer-touching processes to assess performance and detect issues impacting customer
experience. Report and analyze processes’ discrepancies and deficiencies resulting in such issues - Map and analyze business cycles to identify any gaps or potential flaws causing performance fallouts or disparities
against best practices and CX guidelines – Proactively identify potential issues and collaborates with cross-functional
partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency - Assist in overlooking a VOC framework that allows for a holistic view of customers’ needs and experiences across
various touchpoints. Catalogue all issues pertaining to these touchpoints, analyze trends, and understand patterns
relating to such issues - Set and monitor specific performance measures across various access channels in line with the set standards and
guidelines- qualitative and quantitative measures, and regular health checks - Identify improvement opportunities in line with processes gaps and customers’ feedback – assist in reengineering
business cycle and introducing enhancements through processes modifications and automation - Assess and plan potential development initiatives in line with the reported touchpoints’ experiences, channels
performance measures, and VOC outcomes
Education Bachelor Degree in Business Administration / Industrial Engineering/ Telecom Engineering/ Computer Engineering / Computer Science or any other related field
Level of Experience Intermediate Experience in a related field
(essential)
- A working knowledge in telecommunication industry
- Good skills in processing charts, automated process designing and coding
- Good knowledge of customer segmentation and leverage points throughout the lifecycle; needs, drivers, preferences for products, services and touchpoint experiences, risks, usage patterns and revenue opportunities
(desirable)
- Good knowledge of risk assessment techniques, mitigation techniques, risk probability and estimation
- Advanced knowledge of analysis techniques
- Advanced knowledge of Process Management: Business processes and procedures, Procedure drafting, Process
analysis, Process development, Process modeling, Process mapping, Measurement techniques - Good knowledge of project planning tracking, project reporting, issue resolution
- Excellent command of computer skills (Microsoft Office)
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