Head of Service Excellence

3 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Tandemsearch Full time

Job Title: Head of Service Excellence & User Experience

Location: Doha, Qatar.

To drive the optimization of our client's customer experience by leading and managing the Service Excellence and User Experience Team to provide a deep understanding of customers' needs and behaviors. To act as the Voice of the Customer, leading change and improvements across the customer experience, and influence future projects to support and achieve improvements in the customer experience.

Key Responsibilities:

  1. Craft, align, and execute the Service Excellence and User Experience strategy and ensure that everyone is fully aware of their role in driving the strategy in line with our Client's vision.
  2. Set clear targets for all customer-facing employees to reduce complaints and increase customer satisfaction.
  3. Manage the process of innovation and change management inside the bank by continuously researching the latest trends, innovations, and technologies.
  4. Develop and implement the Customer Experience Analytics Framework by:
    1. Directing qualitative research & analysis to the sentiment that customers attach to each touchpoint.
    2. Conducting key driver analysis to identify key attributes that underpin customer loyalty & satisfaction.
    3. Developing and implementing the customer experience scorecard, including targets for each touchpoint to provide a measure of customer satisfaction.
  5. Develop and implement the Customer Experience Insight strategy by:
    1. Planning and coordinating the Voice of Customer across all channels, including customer surveys, usability labs, mystery shopping, focus groups, etc.
    2. Selecting the appropriate research methodology and supporting techniques.
    3. Developing the research instrument to ensure best practice.
    4. Reviewing and analyzing the collected data, preparing reports, and providing business-oriented recommendations to ensure actionable insights are implemented.
  6. Listen to the "Voice of the Employee" to ensure that all pain points are captured and every related action is determined and performed.
  7. Define customer segments/personas to make sure that the strategy of providing customer service to each segment/persona is designed according to their distinctive features.
  8. Conduct regular focus groups with customers from each and every different segment to better understand their needs, expectations, and pain points, and act on the same.
  9. Conduct regular surveys with external/internal customers to gain a broader understanding of their needs, expectations, and pain points.
  10. Ensure that the customer feedback is properly communicated to the relevant employees/business units and support those in terms of improving the quality of the service they provide.

Qualifications and Experience:

  1. Bachelor's degree in Engineering, Business Administration, or any related discipline.
  2. Minimum of 8-10 years of experience, preferably with a local/Gulf bank in a similar role.
  3. Agile Certification is an asset.
  4. Certified Customer Experience Professional (CCEP).
  5. Process Excellence.
  6. Feedback Assessment.
  7. Research Methodology.
  8. Root Cause Analysis.
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