Ooredoo Kuwait CX Director

7 days ago


Kuwait City, Al Asimah Ooredoo Full time

About Us

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We are a telecommunications company that operates in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

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Our goal is to deliver exceptional customer experiences that meet the evolving needs of our customers.

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The Role

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This position will be responsible for supporting the development and implementation of a comprehensive customer experience strategy that aligns with our business goals and objectives.

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You will work closely with business functions to implement customer experience initiatives and measure their effectiveness.

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You will collect and analyse customer feedback to identify areas for improvement and develop recommendations to enhance the customer experience.

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Key Responsibilities:

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  1. ">
  2. Support the development and implementation of a comprehensive customer experience strategy that aligns with our business goals and objectives.">
  3. Liaise with business functions to implement customer experience initiatives and measure their effectiveness.">
  4. Collect and analyse customer feedback to identify areas for improvement and develop recommendations to enhance the customer experience.">
  5. Collaborate with cross-functional teams to design and deliver customer experience solutions that meet our customers' needs and expectations.">
  6. Develop and maintain metrics to measure customer satisfaction and track progress towards our customer experience goals.">
  7. Provide training and coaching to employees on customer experience best practices and how to deliver exceptional customer experiences.">
  8. Identify and recommend opportunities to enhance the customer experience through technology, process improvements, and other initiatives.">
  9. Partner with Marketing to develop and execute customer experience-related marketing campaigns.">
  10. Support the Head of Customer Experience in providing strategic direction and leadership to the customer experience function.">
  11. Conduct regular audits and assessments to ensure compliance with regulatory requirements and industry standards.">
  12. Develop and maintain relationships with key stakeholders, including customers, employees, and business partners.">
  13. Perform other duties as assigned by the Head of Customer Experience.">
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Requirements

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5-6+ years of directly related experience, experience in operations either in customer care, retail or product marketing would be required.

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Able to understand and balance customer insights and commercial targets in order to effect improvements in customer experience through influence and persuasion.

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Strong level of analytical thought and problem solving to bring forward innovative solutions.

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Good grasp on business of service delivery so that simplification comes as second nature.

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Excellent communication skills in verbal, written in English and Arabic and formal presentation formats combined with ability to influence, facilitate and lead thinking up to executive and senior management levels.

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Some experience in developing customer surveys and analysing data and the ability to read and interpret general market data/metrics.

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Good knowledge of local market conditions and potential target market/customers.

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Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.

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Good writing skills and development of presentations.

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Innovative and creative thinker.

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Excellent interpersonal skills and the ability to establish and build relationships quickly.

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MS Office.

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Visio knowledge is a plus.

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Knowledge of mobile products and services.

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Extensive Life on-line experience.



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