Tandemsearch Service Champion

1 week ago


Doha, Baladīyat ad Dawḩah, Qatar Tandemsearch Full time

Customer Experience Lead Job Overview:

We are seeking a seasoned professional to lead our Service Excellence and User Experience Team as the CX Lead - Doha. You will be responsible for driving optimization of customer experience, leading change, and improvements across the customer journey.

Main Responsibilities:

  • Craft, align, and execute the Service Excellence and User Experience strategy to ensure everyone is aware of their role in driving the strategy.
  • Develop and implement the Customer Experience Analytics Framework by directing qualitative research & analysis to the sentiment that customers attach to each touchpoint.
  • Conduct regular focus groups with customers from each and every different segment to better understand their needs, expectations, and pain points.

Requirements:

  • Bachelor's degree in Engineering, Business Administration, or a related discipline.
  • Minimum 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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