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Head of Service Excellence and Operations

1 week ago

Doha, Baladīyat ad Dawḩah, Qatar Tandemsearch Full time
Job Description:

We are seeking a highly skilled and experienced Head of Service Excellence and Operations to join our team at Tandemsearch. The successful candidate will be responsible for driving the optimization of our customer experience by leading and managing a team to provide a deep understanding of customers' needs and behaviors.

The ideal candidate will have a strong background in customer service, with a minimum of 8-10 years of experience in a similar role. They will possess excellent leadership and communication skills, with the ability to motivate and inspire a team to deliver exceptional results.

Key Responsibilities:

  • Craft, align, and execute the service excellence strategy.
  • Set clear targets for all customer-facing employees.
  • Manage the process of innovation and change management inside the organization.
  • Develop and implement the Customer Experience Analytics Framework.
  • Develop and implement the Customer Experience Insight strategy.
  • Listen to the 'Voice of the Employee'.
  • Define customer segments/personas.
  • Conduct regular focus groups and surveys.
  • Communicate customer feedback to relevant employees/business units.

Qualifications and Experience:

  • Bachelor's degree in Engineering, Business Administration, or any related discipline.
  • Minimum of 8-10 years of experience in a similar role.
  • Agile Certification is an asset.
  • Certified Customer Experience Professional (CCEP).
  • Process Excellence.
  • Feedback Assessment.
  • Research Methodology.
  • Root Cause Analysis.