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Saudi Post| SPL
Riyadh, Saudi Arabia
Posted 2023/11/09 08:41:33
Ref: JB1100041075
Job Description
- Cooperate with various company stakeholders (Product & Customer Support in particular, but also UX, Product Management, Brand, Global Communication etc.) and the CX Manager in order to build a voice of customer platform.
- Work with all available customer feedback data, identify the top burning customers’ issues, suggest improvements, fixes & other recommendations to the CX task force audience;
- Participate in re-designing of customer-facing surveys across the customer journey in order to maximize the response rates and relevant feedback volumes which will serve as a base for improvements suggestions;
- Execute mystery shopping activities for the targeted branches across the kingdom regions to improve the customers’ journey within SPL branches.
- Participate in focus group sessions with SPL customers in order to see their pain points and what are the recommendations to enrich their experience.
- Master the CX analytics tools & continuously bringing improvements suggestions for respective teams on how to gain the best-added value;
- Work across the organization, help to break down data silos and develop customer journey based (in cooperation with experience or service designers), multi-channel (front office data, surveys, social media, ticketing – helpdesk data etc.) insights. By bringing the insights & assisting / advising / cooperating with other cross-company teams, the Customer Experience Lead has a direct impact on CX metrics (improvement);
- Report to the Manager of CX Journey and functions as her full back up (meetings + any other agenda) during her absence, incl. the decision-making duties.
- Work on the day to day operations of a front line support team, including scheduling, training, knowledge management, etc.
- Collaborate with other CX leads and cross-functional partners (e.g., product, engineering and design) to iterate on internal tooling
Skills Description
- Customer Focus
- Collaborates
- Instil Trust
- Drives Results
Job Details
Job Title
Senior Customer Experience Specialist
Job Country
Saudi Arabia
Job City
Riyadh
Job Role
Other
Preferred Candidate
Career Level
Mid Career
Saudi Post| SPL
Other
Saudi Arabia
500 employees or more
+966.9.200.05700
