Customer Experience Strategist

1 day ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Iconic IT Consulting Services Full time

Role Summary:

We are seeking a Customer Experience (CX) expert to join our team at Iconic IT Consulting Services. As a CX expert, you will be responsible for designing and implementing customer-centric strategies that drive business growth and customer satisfaction.

About the Role:

The ideal candidate will have a passion for creating seamless, personalized, and engaging customer experiences. You will work closely with cross-functional teams to align customer experience initiatives with business goals and leverage data insights to inform strategic decisions.

Key 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
  • Collaborate with cross-functional teams to align customer experience initiatives with business goals

Tools & Technologies:

  • CRM Tools: Salesforce, HubSpot, MSDynamics
  • Survey Platforms: Qualtrics EFM
  • Analytics Tools: Tableau, Power BI
  • Design Tools: Figma, Sketch

Desired Skills:

  • 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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