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Senior Customer Experience Strategist

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

About the Role:

We are seeking a highly skilled Senior Customer Experience Strategist to join our team at lxbfYeaa. As a key member of our organization, you will play a crucial role in ensuring the success of our customer-centric initiatives.

Key Responsibilities:

  1. Design and Execute Customer Experience Initiatives: Develop and implement structured Voice of Customer programs, oversee customer experience enhancement initiatives, and design ways of data collection from various sources and methodologies.
  2. Collect and Analyze Customer Data: Assimilate data in a clean, meaningful, and organized form for analysis, providing actionable outcomes and informing our customer journey design.
  3. Develop Customer Journeys and Wireframes: Create customer journeys and wireframes, incorporating them into our customer services offering process, and formulate mechanisms to test their effectiveness.
  4. Lead Cross-Functional Teams: Collaborate with analytics, product, sales, operational excellence, and IT/Technology teams to work in cohesion and propose thoroughly corroborated plans/programs.
  5. Drive Change Management: Act as a flag bearer for change in mindset, proliferating CE traits as our key differentiator across the organization.

Requirements:

  • Bachelor's Degree in Business Administration, Marketing, or Engineering.
  • 10 years' experience in a similar role, including experience and knowledge in customer care, retention, and operations, as well as defining Customer Journeys.
  • Prior exposure and extensive experience in managing Customer Experience Improvement programs, Strong understanding and hands-on experience in managing Voice of Customer (VOC) programs.