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Customer Experience Continuous Improvement Manager

3 months ago

Dubai, Dubai, United Arab Emirates ARAMEX Full time
1. Customer Experience Strategy: Create and implement strategies to enhance customer experience, making sure it aligns with company objectives and provides a smooth experience at every interaction point.2. Data Analysis: Analyze customer feedback, surveys, and other data to spot trends, patterns, and areas needing improvement. Use both quantitative and qualitative methods to gain actionable insights.3. Process Optimization: Work with different teams to find and fix inefficiencies in customer processes. Develop and put in place optimization plans to improve the overall customer experience.4. Customer Journey Mapping: Chart the entire customer journey, pinpointing key touchpoints and pain points. Collaborate with teams to tackle issues and deliver exceptional customer experiences.5. Employee Training and Development: Design training programs to boost employees' customer service skills and ensure consistent delivery of positive experiences.6. Root Cause Analysis: Investigate the root causes of customer complaints, issues, or negative feedback. Work with relevant parties to address underlying problems and prevent future occurrences.7. Performance Metrics: Establish and monitor key performance indicators (KPIs) related to customer experience, providing regular progress updates to the leadership.8. Stakeholder Collaboration: Partner with various departments like marketing, sales, product development, and operations to align customer experience efforts with broader company objectives.