Journey Mapping Expert

2 days ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Iconic IT Consulting Service LLC Full time

**Join Our Team**

We are seeking a highly skilled CX expert to join our team and drive customer experience excellence. As a key member of our team, you will be responsible for crafting seamless, personalized, and engaging experiences across all touchpoints.

About the Role:

You will be responsible for analyzing customer feedback, identifying areas for improvement, and developing strategies to enhance customer satisfaction. Our ideal candidate is a creative problem-solver with excellent communication skills and a passion for delivering results-driven solutions.

Responsibilities:
  • Map and optimize customer journeys to identify pain points and enhance interactions.
  • Analyze data using tools like Google Analytics, Power BI, and Tableau to extract actionable insights.
  • Design omnichannel strategies for cohesive customer experiences across platforms.
  • Leverage CRM tools (Salesforce, HubSpot) and CX platforms (Zendesk, Medallia) to track and improve KPIs such as NPS, CSAT, and CLV.
Requirements:
  • Empathy and emotional intelligence to connect with customers authentically.
  • Strong problem-solving and conflict-resolution abilities.
  • Creativity to innovate and enhance customer engagement strategies.
  • Leadership and storytelling to inspire teams and stakeholders.


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