
CX Transformation Lead
6 days ago
About Us
">Ooredoo is a leading telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. Our vision is to be among the top 20 telecommunications companies in the world.
">We are committed to delivering exceptional customer experiences and creating a unique value proposition that sets us apart from our competitors.
">The Role
">We are seeking a highly skilled Customer Experience Manager to join our team in Ooredoo Kuwait. As a Customer Experience Manager, you will play a key role in shaping our customer experience strategy and implementing initiatives to drive customer satisfaction and loyalty.
">Key Responsibilities:
">- ">
- Develop and implement a comprehensive customer experience strategy that aligns with our business goals and objectives.">
- Liaise with business functions to implement customer experience initiatives and measure their effectiveness.">
- Collect and analyse customer feedback to identify areas for improvement and develop recommendations to enhance the customer experience.">
- Collaborate with cross-functional teams to design and deliver customer experience solutions that meet our customers' needs and expectations.">
- Develop and maintain metrics to measure customer satisfaction and track progress towards our customer experience goals.">
- Provide training and coaching to employees on customer experience best practices and how to deliver exceptional customer experiences.">
- Identify and recommend opportunities to enhance the customer experience through technology, process improvements, and other initiatives.">
- Partner with Marketing to develop and execute customer experience-related marketing campaigns.">
- Support the Head of Customer Experience in providing strategic direction and leadership to the customer experience function.">
- Conduct regular audits and assessments to ensure compliance with regulatory requirements and industry standards.">
- Develop and maintain relationships with key stakeholders, including customers, employees, and business partners.">
- Perform other duties as assigned by the Head of Customer Experience.">
Requirements
">5-6+ years of directly related experience, experience in operations either in customer care, retail or product marketing would be required.
">Able to understand and balance customer insights and commercial targets in order to effect improvements in customer experience through influence and persuasion.
">Strong level of analytical thought and problem solving to bring forward innovative solutions.
">Good grasp on business of service delivery so that simplification comes as second nature.
">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.
">Some experience in developing customer surveys and analysing data and the ability to read and interpret general market data/metrics.
">Good knowledge of local market conditions and potential target market/customers.
">Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.
">Good writing skills and development of presentations.
">Innovative and creative thinker.
">Excellent interpersonal skills and the ability to establish and build relationships quickly.
">MS Office.
">Visio knowledge is a plus.
">Knowledge of mobile products and services.
">Extensive Life on-line experience.
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