Job title: Customer Experience Manager

Key Accountabilities:

• Design and manage the periodical Customer Experience roadmap and report on the progress of various initiatives aimed at providing the best customer experience to the customers.
• Work with all channels and business partners serving customers on developing meaningful and achievable customer advocacy and customer satisfaction goals.
• Actively involved in designing, developing, and reviewing end-to-end customer journeys to maintain “best in class” customer experience and eliminate inefficiencies.
• Develop, animate, and maintain initiatives to support spreading the customer-centric culture across the organization.
• Monitor the customer KPIs, including Net Promoter Score (NPS) and Quality of Service (QoS), manage the results and identify the gaps to derive improvement action plans.
• Manage the tracking, monitoring, and analysis of improvements in customer experience within each channel and business unit
  • Actively analyze and contribute to the identification of weak points in terms of customer insights and current customer experience, foster discussions, and actions to be taken to improve customer satisfaction.
  • Review and redesign of business processes in coordination with the Quality team to improve customer satisfaction using Lean, DMAIC, and other improvement methods to identify root causes, and manage the execution of QoS & Customer Experience improvement plans/ projects in coordination with all units in the company.
  • Lead on cross-functional and strategic projects, facilitate problem-solving and alignment with various stakeholders to ensure on-time, on-budget, and according to scope project completion with great focus on Quality of Service (QoS) projects.
  • Ensure team and key partners are educated on emerging CX trends and concepts.
  • Lead, manage, and motivate the customer experience team.
  • Manage the Customer Experience budget dedicated to improvement action plans.
  • Report on a monthly basis to the top management and AMEA on the progress of the Customer Experience initiative and customer KPIs.

• Project Management, English Language Proficiency, Communication Skills;

• Bachelor's Degree in Industrial Engineering / Business Administration, Marketing.
• 7-10 Years of experience, including customer service and quality-related jobs.
• Ability to identify an initiative's impact on customer experience and balance with other priorities, including cost and other strategic imperatives
• Excellent analysis skills and statistical tools utilization
• Excellent knowledge in Customer journey design and testing
• Excellent knowledge of Project Management methodology and processes improvement methodology (e.g. Six Sigma)
• Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial