- Lead a CX program in pursuit of advocating, evangelizing, and leveraging insights to improve our customers' journey and overall experience.
- Leverage and unify multiple customers listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
- Collaborate with the wider organization to build a CX strategy around a single customer-focused metric (NPS, CSAT, or/and Customer Effort Score - CES).
- Partner with Data Science and Analytics teams to build a CX issue-to-solution reactive and predictive model.
- Create specific recommendations and action plans to drive product, people, and process improvement strategy across every customer touchpoint.
- Work with cross-functional partners to identify and implement optimal solutions in the areas identified.
- Ensure strong reporting capability on performance, understanding and communicating the story through a robust set of metrics and data visualization.
- Serve as the organizational expert in best practices for CX and partner with research teams on industry benchmarking.
- Provide thought leadership on emerging technology to enhance our product and service customer experience.
- Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders.
- Strategic thinker with analytical and problem-solving experience to assess, analyze and suggest improvements.
- Experience to work/build relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals.
- Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance.
- Experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiences.
- Experience in customer satisfaction or quality initiatives in a contact center operation.
- Customer Experience (CX) related Certification (like CCXP).
- Graduates Degree, preferably in Business Administration, Mathematics & Statistics, Business Administration, Engineering, or related field with a strong emphasis on data.
- Customer Experience (CX) related Certification (eg CCXP) Years of Experience.
- Minimum 5-7 years' experience in CX/VOC program management.
- Strategic thinker with analytical and problem-solving experience to assess, analyze and suggest improvements.
- Experience to work/build relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals.
- Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance.
- Experience in customer satisfaction or quality initiatives in a contact center operation.
- English & Arabic
- Attention to details and concern for quality.
- Dynamic and proactive personality.
- Strategic, leadership and people management skills.
- Ability to use high standards of quality.
- Strong analytics and problem-solving skills.
- Strong communication and facilitation skills, with ability to present and lead executive workshops.
- Track-record of delivery. Additional Information
Senior Customer Experience Executive - Dubai, United Arab Emirates - Al Tayer Group
Description
Al Tayer Insignia | Senior Customer Experience Executive
About Us
As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world's best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few
About The Role
The Senior Customer Experience Executive serves as the voice and champion of the customer, driving end-to-end customer experience improvement across all levels of Al Tayer Insignia including customer feedback loops (VOC), VIP customer retention and management and customer feedback analytics and insights
What You'll Be Doing
About You
Education/Certification and Continued Education
Knowledge and Skills
Languages
Additional Requirements