Customer Experience Strategist
4 days ago
At Tandemsearch, we are looking for a seasoned Customer Experience Strategist to join our team. In this pivotal role, you will be responsible for driving the optimization of our client's customer experience by leading and managing the Service Excellence and User Experience Team.
The ideal candidate will have a deep understanding of customers' needs and behaviors, acting as the Voice of the Customer, leading change and improvements across the customer experience, and influencing future projects to support and achieve improvements in the customer experience.
Key Responsibilities:
- Craft, align, and execute the Service Excellence and User Experience strategy to ensure that everyone is fully aware of their role in driving the strategy in line with our Client's vision.
- Set clear targets for all customer-facing employees to reduce complaints and increase customer satisfaction.
- Manage the process of innovation and change management inside the bank by continuously researching the latest trends, innovations, and technologies.
- Develop and implement the Customer Experience Analytics Framework by directing qualitative research & analysis to the sentiment that customers attach to each touchpoint.
Qualifications and Experience:
- Bachelor's degree in Engineering, Business Administration, or any related discipline.
- Minimum of 8-10 years of experience, preferably with a local/Gulf bank in a similar role.
- Agile Certification is an asset.
- Certified Customer Experience Professional (CCEP).
- Process Excellence.
- Feedback Assessment.
- Research Methodology.
- Root Cause Analysis.
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