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Cx Customer Experience Consultant

3 months ago

Dubai, Dubai, United Arab Emirates Computer Network Systems Full time

Company Description

CNS (Computer Network Systems) is a technology company in the middle-east & has over 30 years of successful achievements and long-term partnerships with distinct customers across the region.


We are an IT distributor & our expertise are in Banking & Financial Service Insurance, Technology Enablement, IT Outsourcing, Cyber security, Digital Infrastructure, Hybrid Cloud, Digital Workplace, Customer Experience, Digital Transformation, and Block Chain.


We are a Part of the Ghobash Group of Companies, CNS spread across the region with offices in Abu Dhabi, Dubai, Oman, and Kuwait providing a holistic approach that covers all aspects of information communication technology system integration, consultancy, operation, managed services, and IT outsourcing.

We are seeking a dynamic and experienced professional to join our team as a CX Consultant.

This role is for one with expertise in customer experience would need to drive strategic initiatives and enhance overall customer satisfaction.


Responsibilities:

-
Customer Journey Mapping:

  • Lead the creation of customer journey maps to understand and optimize the endtoend customer experience.
-
Voice of the Customer (VoC) Programs:

  • Establish and manage Voice of the Customer programs, including surveys, feedback mechanisms, and sentiment analysis.
-
Customer Analytics:

  • Utilize customer data and analytics to derive insights and recommend improvements to enhance the overall customer experience.
-
CX Strategy Development:

  • Contribute to the development and execution of the overall customer experience strategy aligned with business objectives.
-
Training and Education:

  • Provide training and education to internal teams on customercentric principles and practices.
-
CX Metrics and Reporting:

  • Define and track key performance indicators (KPIs) related to customer experience, and prepare regular reports for management.

Qualifications

  • Bachelor's degree in Marketing, Business, or a related field.
  • Proven experience in customer experience management or related roles.
  • Strong understanding of customer journey mapping, VoC programs, and customer analytics.
  • Excellent communication and presentation skills.