Home Jobs in UAE Jobs in Abu Dhabi Management Head Jobs in Abu Dhabi Management Head

Head of Customer Experience Management

Client of ThinkTech

Posted on June 11, 2018

2 - 3 years Abu Dhabi - United Arab Emirates

Any Nationality

Opening 01

Job Description

Email sent successfully.

Main Roles & Responsibilities
Measures, analyzes & provides insight on customer experience & customer satisfaction
o Deploys tools and methods Customer Experience measurement and monitoring across the BUs
o Analyzes the customer experience data gathered across the organization & identifies main priorities for action as articulated by the customer
o Leads research, data analysis and observations of customer behavior across all channels
o Leads research and analysis of external data (e.g. social media) on customer behavior
o Consolidates CX-related structured input (such as waiting times, availability reports), as well as unstructured input (such as complaints, mystery shopping, press, social media, front line)
o Conducts specific additional research where required (e.g. periodic assessment of position vs. competition, deep dive on pain points based on customer feedback)
o Implement robust online monitoring & reporting system accessible to all relevant stakeholders
Coordinates the assessment & re-imagining of customer experiences and coordinates implementation of new/improved journeys
o Maps customer experience pain points and defines CX transformation needs
o Orchestrates customer journey re-design in coordination with business heads and other relevant stakeholders
o Identify digital projects focused on customer experience transformation
o Tests and communicates with relevant departments ideas proposed by customers / employees to improve customer experience
Drives the Customer Experience governance internally
o Defines Customer Experience vision at the overall bank level and across all channels
o Coordinate with business heads for the creation of policies, processes and procedures that allow for and facilitate the execution of a seamless customer experience
o Standardize Customer Experience KPIs across the organization
o Ensures alignment in business objectives between Customer Experience & the various business units within the organization
o Liaises closely with relevant stakeholders across businesses and channels to ensure alignment on customer journeys that impact their respective responsibilities
o Drives the CX-related content (i.e. agenda items, presentations) across executive-level governance forums, meetings & committees
o Represent Group-wide Customer Experience in relevant internal senior governance forums & meetings as required
Leads the embedding of Customer Experience into the organization s collective mindset
o Plans and coordinates the training and coaching of bank employees on Customer Experience monitoring and transformation topics
o Facilitates sharing of cross-BU CX best practices internally
o Drives internal communication around the customer through the respective business units, including sharing/celebrating of successes
o Provides CX input into external customer communication playbook
o Reflects Customer Experience in staff training programs, train-the-trainer initiatives and quality assurance principles in coordination with relevant business units
o Works with the heads of various business units in cascading down the Customer Experience-related KPIs within their respective teams




Data analysis Manager Quality Assurance Monitoring Social media Customer experience management Customer satisfaction Staff training Senior Executive Research Focus


Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information.We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com

Client of ThinkTech

View Contact Details
Additional Information Required

Employer has requested some additional information along with your application for this job

Login to Naukrigulf

Continue using

All your activity will remain private