Customer Experience Specialist
5 days ago
1. Support the development of customer journey maps and service blueprints for the SHARE loyalty programme in collaboration with product managers, commercial managers, and operations managers to elevate product and service design.
2. Participate in the ideation of new projects to meet customer needs.
3. Analyze the Voice of the Customer programme, translating data into tangible actions by each SHARE function, setting targets and deliverables that result in improvement of NPS KPIs.
4. Support the Customer Experience team in innovation around learning and knowledge sharing across the team to enhance the skill set of others, drive best practices, and instill a customer-centric culture.
5. Contribute to the Majid Al Futtaim Customer Experience Forum, showcasing innovative Customer Experience initiatives on behalf of the SHARE loyalty program.
6. Participate in the ideation of new projects to meet Customer Experience Forum requirements.
7. Support the drive of the continuous improvement cycle for SHARE products and features through rigorous review of customer feedback, app analytics, and revisiting process design to optimize an effortless Customer Experience through cross-functional workstreams.
8. Participate in and support the drive of test and learn methodology through iterations for optimal customer outcomes.
9. Understand and adhere to the group-wide Customer Experience operating model and Customer Experience principles for Majid Al Futtaim.
Requirements
1. 3-4 years of experience in a relevant role with a passion for delivering excellent customer experience/customer experience related role.
2. Bachelor's degree in marketing/communications, research, design, business, or psychology.
3. Exceptional organizational and analytical skills.
4. Charismatic with strong communication and stakeholder engagement skills.
5. Strong written and verbal communication skills.
6. Advanced Microsoft Office skills and knowledge of dashboards.
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