Executive Customer Experience - Ooredoo Group
Category: Vacancy
Ad ID: 1520

Kuwait City, Capital Governorate, Kuwait

Posted: 10 May, 2016, 06:30 PM
Ad Description

Executive, Customer Experience:
This is an important role in driving customer experience agenda at Ooredoo Kuwait. 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.

The role will be accountable for differentiating Ooredoo Kuwait experience from reference competitors on ease, simplicity and uniqueness of experience

Key Responsibilties:
Support the development, alignment and implementation of the Customer Experience strategy & Roadmap.

Liaise with business functions in the implementation of CE strategy & Roadmap.

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
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.

Use secondary customer research methodologies (such as service design research and user experience research) to drive the targeted and contextual experiences.
Support execution of Customer Experience improvement plans & customer journey deployments. Be expert on in-channel and cross-channel experience definition and delivery.
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
Support Marketing in building Ooredoo’s Internal & External (Knowledge Base) to ensure it is customer centric .
Provide end-to-end experience business requirements to support the delivery of the designed customer journeys
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.
Consolidate along with Business Intelligence to generate VOC insight reports to determine root causes and insights impacting the customer experience.
Interface with internal and external parties and vendors, participate in meetings, and conduct presentations as directed

5+ years directly related experience, experience in operations either in customer care, retail or product marketing would be required
Ability 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.
Ability to understand complex business environment but can simplify down to the core dimensions when trying to influence. Very comfortable dealing with all functions across company.
Good grasp on business of service delivery so that simplification comes as second nature.

Employer want to submit job applications through their website at: Apply Online



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