وظائف شاغرة لدى شركة أمنية
Customer Experience Sr. Officer
Job Brief:
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
- Lead 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
- Identifies, assesses and solves complex business problems for area of responsibility, where analysis of situations or data requires an in-depth evaluation of variable factors
- Apply testing methodologies and analyze performance for execution optimization
- Perform Customer Journey product testing in addition to Use case assurance
Requirements:
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
Certifications & Licensure (desirable)
- Certified Customer Experience Professional
- Certified CX Professional
Tools & Systems (essential)
- Big data
- Data Analytics
- Agile
(desirable)
- ITIL
- TMForum
- ETOM
Technical Skills & Knowledge
(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)
أضغط هنا للإطلاع على المزيد من الوظائف
للإنضمام إلى مجموعة الواتساب المعتمدة والخاصة بالوظائف الشاغرة – أضغط هنا
للإنضمام إلى صفحتنا عبر الفيسبوك – أضغط هنا
للإنضمام إلى قناتنا عبر التليجرام المخصصة لهذه الوظائف – أضغط هنا