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Manager Customer Experience Improvement

1 week ago

Dubai, Dubai, United Arab Emirates ARAMEX Full time

1. Customer Experience Strategy: Develop and execute the customer experience improvement strategy aligned with the organization's goals, ensuring a consistent and seamless experience across all touchpoints.

2. Data Analysis: Utilize customer feedback, survey responses, and other relevant data to identify trends, patterns, and areas for improvement. Use quantitative and qualitative data analysis to derive actionable insights.

3. Process Optimisation: Collaborate with cross-functional teams to identify inefficiencies and bottlenecks in customer-related processes. Develop and implement process optimization initiatives to enhance the overall customer journey.

4. Customer Journey Mapping: Map the end-to-end customer journey, highlighting key touchpoints and pain points. Work with relevant teams to address pain points and provide exceptional customer experiences.

5. Employee Training and Development: Develop training programs for employees to enhance their customer service skills and ensure consistent delivery of positive experiences.

6. Root Cause Analysis: Conduct root cause analysis for customer complaints, issues, or negative feedback. Work with relevant stakeholders to address underlying problems and prevent recurrence.

7. Performance Metrics: Define and track key performance indicators (KPIs) related to customer experience, regularly reporting progress to the leadership team.

8. Stakeholder Collaboration: Collaborate with various departments, such as marketing, sales, product development, and operations, to align customer experience efforts with broader organizational goals.