Available Opportunities
VAC7086 - Manager , Customer Experience
Field: Corporate Contract Type: Full Time - Permanent
Location: Kuwait - Kuwait City Closing date: 09-Apr-2018
The Company:

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.

We are a dynamic global 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.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

Role Purpose:

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 Accountabilties & Activities:
  • 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.

  • 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 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. Ensure cross-channel experience by understanding key drivers of loyalty and build them into a valued experience for the customer.

  • 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

  • Research & recommend    new breakthrough CEM  tools, technologies, methodologies, best practices, and ideas  that will help Ooredoo  in leading in  Customer Experience  

  • Assist to design, organise and continuously attempt to improve targeted Customer Experience programs to reach predefined objectives and within budget requirements.

  • Monitor day to day progress of Customer Experience initiatives including the New Customer Program.

  • Coordinate inter-departmental work-flow of the Customer Experience Program as required.

  • Review and provide feedback on the documented process of customer experience program.

  • Actively participate in discussions/idea generation on the new concept development for Customer Experience enhancement.

  • Work closely with the relevant teams s to implement active measurements for customer satisfaction and feedback on needs and desired improvements.

  • Analyse customer feedback & provide respective departments with right solutions.

  • Monitor competitor activities and impact on Customer Experience.

  • Assist the Head of Customer Experience with the Customer Experience research projects involving external resources.

  • Write reports on Customer Experience activities and program as required.

  • Coordinate Customer Experience related meetings/workshops/forums to ensure meeting/event objectives are met where such events are held.  
  • Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.

  • Other duties as directed by Head of Unit or other superiors.

Qualifications/Requirements:
  • 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.

  • Strong customer orientation and passion for putting the customer first. Willingness to learn new approaches and methodologies and use them in practice.

  • 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

  • Some experience in developing customer surveys and analyzing data and the ability to read and interpret general market data/metrics.

  • Good knowledge of local market conditions and potential target market/customers.

  • Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.

  • Good writing skills and development of presentations.

  • Innovative and creative thinker

  • Excellent interpersonal skills and the ability to establish and build relationships quickly.Bachelor degree in Business, Marketing or a related discipline from a recognised tertiary institution.

  • MS Office.

  • Visio knowledge is a plus.

  • Knowledge of mobile products and services.

  • Extensive Life on-line experience.

Note: you will be required to attach the following:
1. Resume / cv
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