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Customer Experience Specialist

1 week ago

Dubai, Dubai, United Arab Emirates Amazon Full time
Customer Experience Specialist

Achieve exceptional customer satisfaction by defining and delivering a comprehensive Customer Experience (CX) roadmap. As a key member of our Middle East Customer Service team, you will be responsible for building a deep understanding of our customers' needs and behaviors, identifying opportunities for improvement, and driving change across various countries and CX domains.

The ideal candidate will have strong analytical skills, the ability to influence stakeholders without authority, and a proven track record of driving actionable insights and clarity in a dynamic CX landscape.

  1. Identify and prioritize opportunities for CX improvement, working end-to-end to drive solutions.
  2. Conduct root cause analysis of CX outliers and trends, driving resolution and closure.
  3. Influence stakeholders to drive changes and improvements.
  4. Utilize voice-of-the-customer mechanisms to surface and address customer pain points continuously.
  5. Report CX project metrics, status updates, and track personal goals.
  6. Establish and uphold program management frameworks across our CX program management function.
  7. Own tracking of program health and goals, reporting out to leadership on roadmap completion.

BASIC QUALIFICATIONS

  • Excellent written and verbal communication skills with an ability to interact with senior stakeholders.
  • Ability to balance detail-oriented work with strategic thinking.
  • Effectively manage multiple workstreams while maintaining high quality standards.
  • Confidently create reports for leadership consumption.
  • Takes initiative under uncertain circumstances, demonstrating accountability and sound judgment.
  • Flexible to adapt quickly to changing stakeholder demands.
  • Data-driven decision making and deep dive skills, including SQL.
  • Advanced skills with MS Word and MS Excel.

PREFERRED QUALIFICATIONS

  • Background in ecommerce, retail, or consulting industries.
  • Experience coordinating delivery of customer experience, process improvement, or cost savings programs.
  • Practical experience in program management concepts, such as prioritization, governance, reporting, and benefits validation.
  • Experience establishing and consolidating program delivery metrics and status reports.
  • Experience with project or program management tracking and planning tools.