Job Description

Roles & Responsibilities

Key Results Areas:

Conduct data analysis to identify root causes for customer-facing issues, transforming insights into valuable information to support customer engagement initiatives.
Document and review business requirements aligned with customer needs, suggesting recommendations to enhance customer experience.
Research and recommend customer-centric best practices, providing guidance on problem-solving tools and methodologies.
Identify services that enhance customer-centricity, driving cultural change towards continuous improvement focused on customer satisfaction.
Monitor service quality, reporting issues and maintaining updated records to track customer engagement initiatives.
Evaluate the effectiveness of customer engagement solutions, updating policies and procedures aligned with QF best practices.
Provide expertise on customer engagement methodologies, supporting annual business planning and ad-hoc requests. Coordinate customer engagement projects, supporting departmental activities related to annual planning and goal setting.
Foster a collaborative environment focused on customer-centricity, contributing to Qatarization and mentoring others to achieve best practices.
Share best practices within the customer engagement team, performing additional tasks to meet role requirements and QF objectives while encouraging governance compliance.
Perform other tasks and duties as required to meet the role's requirements and support the objectives of Operational Excellence.br>

Minimum Knowledge, Skills & Experience:

Bachelor's degree in Business Administration, Engineering, Operations Management, or a related field.
6-8 years of relevant full-time work experience in process improvement, operational excellence, or continuous improvement roles.
Certifications in Lean Six Sigma, Process Improvement, or other continuous improvement methodologies are desirable.
Experience in educational institutions, non-profit organizations, or professional services organizations is desirable.
Familiarity with project management practices and methodologies.
Strong knowledge of continuous improvement methodologies, tools, and techniques.
Proficient in process mapping, data analysis, and process documentation.
Excellent analytical and problem-solving skills.
Strong attention to detail and organizational skills.
Effective written and verbal communication skills.
Ability to work collaboratively in a team environment.
Excellent writing skills with the ability to draft and edit a variety of written reports and communications and to articulate ideas clearly and concisely; Arabic proficiency is an advantage
Proficiency in MS Office applicationsbr>

Desired Candidate Profile

Bachelor's degree in Business Administration, Engineering, Operations Management, or a related field.
6-8 years of relevant full-time work experience in process improvement, operational excellence, or continuous improvement roles.
Certifications in Lean Six Sigma, Process Improvement, or other continuous improvement methodologies are desirable.
Experience in educational institutions, non-profit organizations, or professional services organizations is desirable.
Familiarity with project management practices and methodologies.
Strong knowledge of continuous improvement methodologies, tools, and techniques.
Proficient in process mapping, data analysis, and process documentation.
Excellent analytical and problem-solving skills.
Strong attention to detail and organizational skills.
Effective written and verbal communication skills.
Ability to work collaboratively in a team environment.
Excellent writing skills with the ability to draft and edit a variety of written reports and communications and to articulate ideas clearly and concisely; Arabic proficiency is an advantage
Proficiency in MS Office applications

Customer Engagement Specialist Qatar Foundation