Customer Experience Manager

6 days ago

Kuwait City, Al Asimah Ooredoo Full time

About Us

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Ooredoo is a dynamic telecommunications player operating 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 culture and DNA are at the heart of everything we do. We are a diverse and inclusive global family, united by a shared passion for innovation and excellence. We believe that our success is built upon our people's strengths.

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The Role

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We are seeking an experienced Customer Experience Manager to drive the customer experience agenda at Ooredoo Kuwait. The successful candidate will assist with the design and assessment relating to the Customer Experience strategy implementation & roadmap to ensure customers have a consistent and delightful experience across Ooredoo's touch points.

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Key Responsibilities:

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  1. ">
  2. Support the development, alignment and implementation of the Customer Experience strategy & Roadmap.">
  3. Liaise with business functions in the implementation of CE strategy & Roadmap.">
  4. Deploy Voice of Customer (VOC) at all touch points. Consolidate reports, establish cross functional working forums, act upon customers' feedback and generate new improvement projects accordingly.">
  5. Use outside-in design philosophy across all functions by leveraging existing internal as well as external insights. Understand and identify actionable insights based on analysis of data gathered.">
  6. Use secondary customer research methodologies (such as service design research and user experience research) to drive the targeted and contextual experiences.">
  7. Set up and execute Customer Experience forums with top management. Review & assess multiple user experience across Ooredoo various touch points, designing and mapping the desired experience ensuring they are customer centric.">
  8. Conduct regular reviews on companywide customer facing processes impacting the customer experience and contribute with Business Excellence Unit on a regular basis to 'Process Improvement Checks' to ensure the desired Customer Experience delivery.">
  9. Ensure cross-channel experience by understanding key drivers of loyalty and build them into a valued experience for the customer.">
  10. Support execution of Customer Experience improvement plans & customer journey deployments.">
  11. Be expert on in-channel and cross-channel experience definition and delivery.">
  12. Internal and people engagement in Cultural transformation: drive and/or execute key cultural transformation initiatives to support change, support and act as a Customer Experience champion fostering creativity and change management across the business units.">
  13. Support Marketing in building Ooredoo's Internal & External (Knowledge Base) to ensure it is customer centric.">
  14. Provide end-to-end experience business requirements to support the delivery of the designed customer journeys.">
  15. Support product development launch from conducting regular PDDs (Product Development Document reviews) with Product Development Marketing, creating and designing customer experience test cases and quality assurance in order to ensure they are customer centric.">
  16. Consolidate along with Business Intelligence to generate VOC insight reports to determine root causes and insights impacting the customer experience.">
  17. Interface with internal and external parties and vendors, participate in meetings, and conduct presentations as directed.">
  18. Research & recommend new breakthrough CEM tools, technologies, methodologies, best practices, and ideas that will help Ooredoo in leading in Customer Experience.">
  19. Assist to design, organise and continuously attempt to improve targeted Customer Experience programs to reach predefined objectives and within budget requirements.">
  20. Monitor day to day progress of Customer Experience initiatives including the New Customer Program.">
  21. Coordinate inter-departmental work-flow of the Customer Experience Program as required.">
  22. Review and provide feedback on the documented process of customer experience program.">
  23. Actively participate in discussions/idea generation on the new concept development for Customer Experience enhancement.">
  24. Work closely with the relevant teams to implement active measurements for customer satisfaction and feedback on needs and desired improvements.">
  25. Analyse customer feedback & provide respective departments with right solutions.">
  26. Monitor competitor activities and impact on Customer Experience.">
  27. Assist the Head of Customer Experience with the Customer Experience research projects involving external resources.">
  28. Write reports on Customer Experience activities and program as required.">
  29. Coordinate Customer Experience related meetings/workshops/forums to ensure meeting/event objectives are met where such events are held.">
  30. Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.">
  31. Other duties as directed by Head of Unit or other superiors.">
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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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