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    DirectorCustomer Journey Communications - Abu Dhabi, United Arab Emirates - Etisalat UAE

    Etisalat UAE
    Etisalat UAE Abu Dhabi, United Arab Emirates

    1 week ago

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    Description

    The Director of Customer Journey and CX Commsplays a critical role in shaping and delivering exceptionalcustomer experiences. They ensure that every interaction with theorganization is designed to meet customer needs, build brandloyalty, and drive businessgrowth.


    •Roadmap definition andDefinition on Customer Journey Strategy: The Director of CustomerJourney and CX Comms is responsible for developing and implementinga comprehensive customer journey roadmap including defining the CxComms. They collaborate with cross-functional teams to define theideal customer experience, identify pain points, and designcustomer-centric processes. The scope covers Consumer Units acrosse& Group UAE properties such as Etisalat, FIVE Mobile , Goand others.


    •Customer Insights andAnalytics: The role oversee the collection and analysis of customerdata and feedback to gain insights into customer behavior,preferences, and needs throughout their journey. They use theseinsights to drive data-informed decision-making and continuouslywork with their own teams and cross functional teams to improve thecustomer experience.


    •Journey Mappingand Design: The role lead the process of mapping the customerjourney, identifying key touchpoints, and designing customerinteractions that align with the organization's goals. Theyensure a seamless and consistent experience across consumerchannels.


    •Customer Engagement andRetention: The Director of Customer Journey focuses on maximizingcustomer engagement and loyalty throughout the entire customerlifecycle creating incremental CLTV. They develop strategies andinitiatives to enhance customer satisfaction, increase retentionrates, and drive customeradvocacy.


    •Collaboration and StakeholderManagement: They collaborate closely with cross-functional teams,including marketing, sales, product, and customer service, to aligncustomer journey initiatives with business objectives. Theyfacilitate communication and coordination among stakeholders toensure a cohesive and integrated customer experience. The roleowner is responsible for presentation to the C Levelstakeholders.


    •Technology andAutomation: They identify and leverage technology solutions tostreamline and automate customer journey processes. They work withIT teams and IT leadership and vendors to implement tools andplatforms that enhance efficiency and enable personalizedinteractions.


    •Performance Measurementand Improvement: They establish metrics and KPIs to measure theeffectiveness and impact of customer journey initiatives. Theymonitor key performance indicators, such as customer satisfactionscores, conversion rates, and retention rates, and use data-driveninsights to drive continuousimprovement.


    •Change Management andLeadership: The Director of Customer Journey leads organizationalchange efforts related to customer experience and journeyoptimization. They inspire and motivate teams to embrace acustomer-centric mindset and culture, driving a customer-focusedapproach throughout the organization. This includes engagement andpresentations including engagement and influencing C Suite forsecuring alignment to execution plans and sharing roadmaps andimplementationplans.

    Qualifications&Experience:

    • Bachelor'sin Business related or Computer Science.
    • 12 +years experience in customer journey and interaction design. Telcoexperience is preferred.
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