Customer Experience Strategy and Transformation Lead

1 month ago

alJumayliyah, Qatar GitLab Full time

The Customer Experience Strategy and Operations (CXSO) team at GitLab is focused on improving customer experiences across the end-to-end customer journey. As the Customer Experience team member at GitLab, you will be part of a global customer experience practice dedicated to listening and learning from our customers, harnessing the power of customer insights to drive and influence business improvements and bolster customer-centric decision-making across the business. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback, identifying areas for improvement, and partnering with cross-functional teams to develop and implement strategies that enhance the overall customer experience. An overview of this role As a Customer Experience Strategy and Transformation Lead at GitLab, you will be responsible for crafting and optimizing the end-to-end customer journeys across various segments, use cases, and verticals. You will focus on understanding customer buying and adoption personas, and develop strategies to improve customer satisfaction and loyalty through effective change management. This role requires deep collaboration with product, product marketing, sales, and customer success teams to align and implement customer-centric initiatives. What you’ll do: • Craft end-to-end customer journeys across different segments, use cases, and verticals. • Develop and maintain customer buying and adoption personas. • Formulate and execute strategies to improve customer experience and satisfaction across the business. • Lead change management initiatives and advocate for customer-centric decision-making across the organization. • Collaborate deeply with product, product marketing, sales, and customer success teams to ensure alignment and integration of customer experience strategies. • Monitor customer feedback continuously to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities. • Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness. • Identify and prioritize opportunities for enhancing customer experience through strategic initiatives. • Monitor industry trends and best practices to continuously evolve the customer experience strategy. • Present insights and recommendations to stakeholders and executives to drive strategic decisions. What you’ll bring: • 6+ years of experience in customer experience strategy, customer research, market and competitive analysis, customer success or other. • Experience in the DevOps market or in DevSecOps tooling and platforms • Strong background in developing and implementing customer journey maps and personas. • Survey design and CX program management experience • Experience working with Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback. • Proven experience in change management and leading cross-functional initiatives. • Excellent collaboration and communication skills, with the ability to influence stakeholders at all levels. • Experience working with diverse teams including product, marketing, sales, and customer success. • Design thinking with a strong focus on process design and go to market strategies. Preferred Qualifications: • Degree in Business, Marketing, Customer Experience, or related field. • Experience in digital transformation and customer experience optimization. • Familiarity with customer experience platforms and tools Gainsight, Gong, SFDC, Marketo. • Knowledge of best practices in customer journey mapping and persona development. • Survey design and CX program management experience is a plus. How GitLab will support you • Benefits to support your health, finances, and well-being • All remote, asynchronous work environment • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and development budget • Parental leave • Home office support Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification

  • Customer Experience Manager

    1 week ago

    al Jumayliyah, Qatar Sidra Medicine Doha Full time

    Job Title: Customer Care ManagerAbout Us: Sidra Medicine is a leading healthcare organization in Doha, Qatar, dedicated to providing exceptional patient care and service.Job Summary: We are seeking a highly experienced and dedicated Customer Care Manager to oversee and manage all aspects of customer care and support services for our organization.Key...

  • Customer Experience Analyst

    2 months ago

    al-Jumayliyah, Qatar QATAR Airways Full time

    About the role The air freight industry landscape is entering an accelerated phase of change and transformation. From digitalising the end-to-end value chain, to fortifying a true e-commerce experience, to the launch of digital freight marketplaces, and much more. At Qatar Airways Cargo, we recently launched our VISION 2027 Roadmap as part of The Next...

  • Manager Customer Experience Design

    3 months ago

    al-Jumayliyah, Qatar QATAR Airways Full time

    As a Manager Customer Experience Design - Digital, you will be responsible for designing, implementing, and optimizing the overall customer experience through digital channels focusing on driving personalization, loyalty and engagement with QR’s products and services across the customer journey. Drive transformation and convergence of physical journeys...

  • Digital Transformation Specialist

    4 months ago

    al-Ghuwayriyah, Qatar Jameson Legal Full time

    Digital Transformation Specialist Our client is a leading energy business based in Doha, Qatar and due to phenomenal growth plans, they are looking to add a Digital Transformation Specialist to their IT team to play a leading role in the company's tech future. Some of the key responsibilities include: • Developing a strategy for implementing...

  • Customer Experience Manager

    2 days ago

    al Jumayliyah, Qatar United Development Company Full time

    Job Title: Customer Experience ManagerAt United Development Company, we are seeking a highly skilled Customer Experience Manager to oversee and manage our online support team. The successful candidate will be responsible for ensuring that all customer inquiries and issues are addressed in a timely and professional manner.Key Responsibilities:Develop and...

  • Lead Customer Research Officer

    2 months ago

    al-Jumayliyah, Qatar QATAR Airways Full time

    Job descriptionAbout the role:This role will serve as the customer research expert of CRM and Loyalty. Provide end-to-end management of all research activities conducted by the department and the units it supports including research plan, design, execution and analysis. This role will also be in charge of all the feedback-related data processing and...

  • Customer Experience Quality Specialist

    3 months ago

    al-Jumayliyah, Qatar QATAR Airways Full time

    About the role Welcome to a world where ambitions fly high! We are pleased to announce an exciting opportunity to be part of our Product Development & Design Division as Customer Experience Quality Specialist in Doha. As a Customer Experience Quality Specialist, you will be responsible to provide subject matter expertise for digital, product, service design...

  • Customer Experience Manager

    1 week ago

    al Jumayliyah, Qatar United Development Company Full time

    Job SummaryWe are seeking a highly skilled and experienced Customer Experience Manager to join our team at United Development Company. As a key member of our online support team, you will be responsible for overseeing and managing the team, ensuring that all customer inquiries and issues are addressed in a timely and professional manner.Key...

  • Product Strategy Lead

    2 days ago

    al Jumayliyah, Qatar Talent Pal Full time

    About the RoleWe are seeking an experienced Senior Product Manager to lead and own products and services that enable a seamless and secure paying experience for customers in the Middle East and North Africa.Key ResponsibilitiesDevelop and communicate the product vision and roadmap for Careem Pay, aligned with the company's overall business goals.Collaborate...

  • Customer Experience Transformation

    4 months ago

    al-Ghuwayriyah, Qatar Virtusa Full time

    • Monitoring swimmers and other individuals in and around the water to prevent accidents and respond to emergencies. • Consistently enforcing safety rules and regulations to prevent unsafe behavior and ensure compliance with policies and procedures. • Providing accurate and helpful information to visitors to enhance their experience and...

  • Customer Experience Specialist

    2 days ago

    al-Jumayliyah, Qatar Tesla Full time

    Job Posting DetailsAt Tesla, we are seeking a highly skilled Customer Experience Specialist to join our team in Qatar. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences that drive loyalty and retention.Key Responsibilities:Provide top-notch customer service to our valued customers in...

  • Customer Experience Operations Manager

    2 days ago

    al-Jumayliyah, Qatar QATAR Airways Full time

    About the RoleTo ensure seamless customer experience operations, we are seeking a highly skilled and experienced professional to manage and direct our ground handling activities. As a Customer Experience Shift Manager, you will be responsible for overseeing Passenger Services, Special Handling, Porterage, Lost and Found, Trolley Management, and other...

  • Customer Experience Shift Manager

    1 month ago

    al-Jumayliyah, Qatar QATAR Airways Full time

    To efficiently manage and direct Customer Experience operations and ground handling activities while on duty with oversight of: Passenger Services, Special Handling, Porterage, Lost and Found, Trolley Management and any other service as directed by QAS Management. Support, monitor and control ground handling service delivery to maintain high operational...

  • Customer Experience Design Senior Manager

    2 days ago

    al Jumayliyah, Qatar QATAR Airways Full time

    Customer Experience Design Senior ManagerAt Qatar Airways, we are seeking a highly skilled Customer Experience Design Senior Manager to join our team. This role will be responsible for translating brand vision into service concepts and developing signature service initiatives to ensure our position as a leading global aviation brand.Key...

  • Customer Experience Shift Manager

    2 months ago

    al-Jumayliyah, Qatar QATAR Airways Full time

    About the Role To efficiently manage and direct Customer Experience operations and ground handling activities while on duty with oversight of: Passenger Services, Special Handling, Porterage, Lost and Found, Trolley Management and any other service as directed by QAS Management. Support, monitor and control ground handling service delivery to maintain high...

  • Customer Experience Operations Manager

    7 days ago

    al-Jumayliyah, Qatar QATAR Airways Full time

    About the RoleTo efficiently manage and direct Customer Experience operations and ground handling activities while on duty with oversight of: Passenger Services, Special Handling, Porterage, Lost and Found, Trolley Management and any other service as directed by QAS Management. Support, monitor and control ground handling service delivery to maintain high...

  • Senior Manager Customer Experience Design

    5 months ago

    al-Jumayliyah, Qatar QATAR Airways Full time

    Strategic • Translate brand vision into service concepts. Develop signature service initiatives, structures and matrices to ensure Qatar Airways maintains its position as the leading global aviation brand. • Responsible for the development and direction of research based design aimed at continuous improvement of current products and services and...

  • Customer Experience Strategist

    18 hours ago

    Al Wakrah, Al Wakrah, Qatar Tesla Full time

    Customer Experience SpecialistAt Tesla, we're seeking a highly skilled Customer Experience Specialist to join our team. As a key member of our marketing operations team, you will play a critical role in developing and implementing our global direct marketing strategy.Key Responsibilities:Develop and optimize our automated and manual cross-channel direct...

  • Digital Experience Manager

    2 days ago

    Baladīyat al Ghuwayrīyah, Qatar PrecisionHire Solutions Full time

    {"title": "Digital Experience Manager", "content": "Lead Digital Experience TransformationAs a Digital Experience Manager at PrecisionHire Solutions, you will be responsible for driving the development and direction of research-based design aimed at continuous improvement of current products and services. You will work with leadership and other stakeholders...

  • Customer Experience Strategist

    7 days ago

    Al Wakrah, Al Wakrah, Qatar Tesla Full time

    **Key Responsibilities:**As a Customer Experience Specialist at Tesla, you will be responsible for developing and implementing a global automated and manual cross-channel direct marketing strategy and campaigns to maximize sales and services.**Key Objectives:**• Develop and optimize the global automated and manual cross-channel direct marketing strategy...