Head of Customer Experience Management Client of ThinkTech Posted on June 11, 2018 2 - 3 years Abu Dhabi - United Arab Emirates Any Nationality Send Me Jobs Like This SEND Alert Set Successfully Opening 01 Job Description EMAIL JOB SEND Email sent successfully. SHARE JOB Main Roles & ResponsibilitiesMeasures, analyzes & provides insight on customer experience & customer satisfactiono Deploys tools and methods Customer Experience measurement and monitoring across the BUso Analyzes the customer experience data gathered across the organization & identifies main priorities for action as articulated by the customero Leads research, data analysis and observations of customer behavior across all channelso Leads research and analysis of external data (e.g. social media) on customer behavioro 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 stakeholdersCoordinates the assessment & re-imagining of customer experiences and coordinates implementation of new/improved journeyso Maps customer experience pain points and defines CX transformation needso Orchestrates customer journey re-design in coordination with business heads and other relevant stakeholderso Identify digital projects focused on customer experience transformationo Tests and communicates with relevant departments ideas proposed by customers / employees to improve customer experienceDrives the Customer Experience governance internallyo Defines Customer Experience vision at the overall bank level and across all channelso Coordinate with business heads for the creation of policies, processes and procedures that allow for and facilitate the execution of a seamless customer experienceo Standardize Customer Experience KPIs across the organizationo Ensures alignment in business objectives between Customer Experience & the various business units within the organizationo Liaises closely with relevant stakeholders across businesses and channels to ensure alignment on customer journeys that impact their respective responsibilitieso Drives the CX-related content (i.e. agenda items, presentations) across executive-level governance forums, meetings & committeeso Represent Group-wide Customer Experience in relevant internal senior governance forums & meetings as requiredLeads the embedding of Customer Experience into the organization s collective mindseto Plans and coordinates the training and coaching of bank employees on Customer Experience monitoring and transformation topicso Facilitates sharing of cross-BU CX best practices internallyo Drives internal communication around the customer through the respective business units, including sharing/celebrating of successeso Provides CX input into external customer communication playbooko Reflects Customer Experience in staff training programs, train-the-trainer initiatives and quality assurance principles in coordination with relevant business unitso Works with the heads of various business units in cascading down the Customer Experience-related KPIs within their respective teams Company Industry Retail Department/Functional Area Administration Keywords Data analysis Manager Quality Assurance Monitoring Social media Customer experience management Customer satisfaction Staff training Senior Executive Research Focus REPORT THIS JOB Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. 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If you suspect any fraud or malpractice, email us at firstname.lastname@example.org People also searched for Dubai UAE All Jobs Management Head Jobs in Dubai Administration Jobs in Dubai Data Analysis Jobs in Dubai Quality Management Jobs in Dubai Quality Assurance Jobs in Dubai Research Analysis Jobs in Dubai Social Media Jobs in Dubai Management Head Jobs in UAE Administration Jobs in UAE Data Analysis Jobs in UAE Quality Management Jobs in UAE Quality Assurance Jobs in UAE Research Analysis Jobs in UAE Social Media Jobs in UAE Management Head Jobs Administration Jobs Data Analysis Jobs Quality Management Jobs Quality Assurance Jobs Research Analysis Jobs Social Media Jobs Client of ThinkTech View Contact Details Contact Name/ Designation: - Website http://www.thinktech.ae/jobs/head-of-customer-experience-management-for-banking-in-abu-dhabi/70 Additional Information Required Employer has requested some additional information along with your application for this job Cancel Login to Naukrigulf Continue using GOOGLE FACEBOOK All your activity will remain private or Forgot Password?