Support the CX Leader to establish and follow a well-defined design process each time an experience is created or changed
Research customer insights to define and prioritize experience requirements and opportunities for improvement
Assess, document, track, and report resolution of experience gaps across touch points
Assist the CX Leader to identify interdependencies across people, process and technology that impact design of the customer experience
Be part of iterative ideation and prototyping (e.g., design thinking) process to engage customers and employees in the co-creation of enhanced or innovative experiences.
Support the CX Leader by connecting with local stakeholders and gain a deeper understanding of the different touchpoints and channels to leverage local expertise and ensure a coordinated and symphonic customer experience across the Aramex network.
Work with cross-functional teams in commercial, operations, quality, digital and other functions to forecast and drive change with CX metrics.
Support the CX Leader to pilot and lead the implementation of special projects/initiatives in certain locations and taking it globally based on the success achieved.
Work with the CX Leader to identify journey efficiencies and create a scalable customer communication plan to leverage customer experience.
Conduct user interviews and research and A/B testing with internal stakeholders and external customers.
Conduct analysis of daily customer interactions and drop-off points to propose improvements accordingly.
Perform market research and stay updated in Customer Experience, User Experience or Design Thinking trends
Skills & Capabilities:
Bachelor’s in Industrial Engineering, Business or relevant field
0 – 2 years’ experience
Excellent communication skills
Excellent command of English
Excellent analytical skills
Knowledge of Lean Principles or Design Thinking is a plus