Customer Experience Continuous Improvement Manager

5 months ago


Dubai, United Arab Emirates ARAMEX Full time

1. Customer Experience Strategy: Develop andexecute the customer experience improvement strategy aligned withthe organization's goals, ensuring a consistent andseamless experience across all touchpoints.

2. Data Analysis: Utilize customer feedback,survey responses, and other relevant data to identify trends,patterns, and areas for improvement. Use quantitative andqualitative data analysis to derive actionableinsights.

3. ProcessOptimisation: Collaborate with cross-functional teams to identifyinefficiencies and bottlenecks in customer-related processes.Develop and implement process optimization initiatives to enhancethe overall customer journey.

4. Customer Journey Mapping: Map the end-to-endcustomer journey, highlighting key touchpoints and pain points.Work with relevant teams to address pain points and provideexceptional customer experiences.

5. Employee Training and Development: Developtraining programs for employees to enhance their customer serviceskills and ensure consistent delivery of positiveexperiences.

6. Root CauseAnalysis: Conduct root cause analysis for customer complaints,issues, or negative feedback. Work with relevant stakeholders toaddress underlying problems and preventrecurrence.

7. PerformanceMetrics: Define and track key performance indicators (KPIs) relatedto customer experience, regularly reporting progress to theleadership team.

8.Stakeholder Collaboration: Collaborate with various departments,such as marketing, sales, product development, and operations, toalign customer experience efforts with broader organizationalgoals.



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