
Experiential Services Manager
1 week ago
Ooredoo Kuwait is looking for a seasoned Customer Experience Manager to oversee the customer experience strategy and ensure it is executed consistently across all touch points.
The ideal candidate will be responsible for enhancing Ooredoo Kuwait's customer experience compared to reference competitors, focusing on ease, simplicity, and uniqueness of experience.
Responsibilities:- Formulate and execute the Customer Experience strategy and Roadmap in collaboration with business functions.
- Engage with stakeholders in implementing the CE strategy and Roadmap.
- Implement Voice of Customer at all touch points, consolidate feedback, and foster cross-functional collaboration.
- Promote outside-in design thinking across all departments using existing internal and external knowledge.
- Facilitate Customer Experience forums with senior management, analyze and improve user experiences across Ooredoo touch points.
- Evaluate and enhance company-wide customer-facing processes affecting the customer experience.
- Assist in executing Customer Experience enhancement plans and customer journey deployments.
- Maintain expertise in defining and delivering seamless in-channel and cross-channel experiences.
- Lead cultural transformation initiatives to drive positive change.
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