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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

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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


Retail

Administration

Keywords

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

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Client of ThinkTech


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