Corporate Customer Experience Member

  • الراتب:
    قابل للتفاوض
  • نوع الوظيفة:
    دوام كامل
  • تاريخ النشر:
    50 دقيقة مضت
  • التصنيف:
    وظائف التصميم والجرافيك
  • آخر موعد للتقدم:
  • اللغات:
    العربية, الانجليزية
  • الجنس:

Job description:

Roles & Responsibilities:

  • 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
  • Flexibility to travel

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