Tandemsearch Service Champion
1 week ago
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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