Customer Experience

3 weeks ago

Dubai, United Arab Emirates Noon Dubai Full time

What will the role look like?

You will:

CSAT and NPS

  • Take ownership of loyalty metrics across all noon touchpoints
  • Monitor, analyze and identify operational gaps to report on CSAT and NPS metrics.
  • Proactively identify CX metric trends (with a deep understanding of NPS framework) to prevent or detect customer impacting issues. Collaborate with relevant teams for improvements.
  • Implement strategies to improve metrics, fostering stronger customer relationships and brand advocacy.

UI Experience

  • Champion a user-centric design approach, ensuring that user needs, preferences, and behaviors drive the design process. Conduct user research, gather insights, and translate them into effective user experiences.

Customer Journey mapping

  • Act as the 'voice of the customer,' identifying impediments to the customer experience across various touchpoints and journey maps.

Insights

  • Spearhead high proficiency in deriving critical insights through advanced analytical thinking (integrating data from internal and external sources, using primary and secondary research to understand factors influencing consumer behavior).
  • Stay updated on the latest trends, best practices, and emerging technologies in the field. Bring innovative ideas and approaches to the table, pushing the boundaries of user experience.
  • Present findings and recommendations to leadership and relevant teams for informed decision-making.

Program Management

  • Oversee and manage customer experience programs to enhance satisfaction and loyalty.
  • Develop and execute initiatives to improve the overall customer journey, covering platform, delivery, support, and retention strategies.

Customer Support

  • Understand inbound and escalation channels to develop and implement customer service policies for consistent and exceptional service delivery.

Attributes to succeed in the role

Qualifications

  • Graduate or Postgraduate from a Tier 1 College
  • Minimum of 3-5 years in a customer experience role

Skills experiences and behaviors

  • Start-up experience required.
  • Preference for e-commerce experience (not mandatory).
  • Strong understanding of customer experience principles, strategies, and best practices.
  • Proficient in analytical and problem-solving skills, capable of identifying root causes and developing tactical and strategic solutions.
  • Demonstrated ability to drive satisfaction and loyalty in previous roles.
  • Understanding of business strategy and consumer behavior
  • Proficiency in MS Word, Excel, and PowerPoint
  • Effective communication & Organizational skills

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