Available Opportunities
VAC7013 - Customer Experience Manager
Field: General Management Contract Type: Full Time - Permanent
Location: Palestine - Ramallah Closing date: 18-Jan-2018
Role Overview:

The role is Responsible for driving the Customer Centricity strategy within Wataniya Mobile.





Core Responsibilities:

Customer Experience Performance Management:

  • Responsible for KPIs definition and Measurement of Customer Experience (CE) KPIs
  • Responsible for Voice of Customer (VOCE) platform implementation and administration
  • Responsible for Customer Satisfaction Benchmarking (CSAT) marketing research.
  • Create functional CE Dashboards and conduct performance analysis with each function

Manage and Monitor implementation of the Customer Experience Projects Roadmap.

  • Implement: Oversee and Monitor the implementation of the customer experience projects managed by different functional business owners)
  • Measure: Measure the results, KPIs achievements after finalization of the projects
  • Plan: Yearly Planning of the key CE improvement initiatives – define PID, Business Cases, KPIs and target

Reactively Assure Customer Experience -  Implement the Voice of the Customer Process in Wataniya Mobile

  • Collect Customer Feedback (VOCE, Social, Employees, etc.)
  • Analyze VOC and recommend corrective actions in the VOC Council
  • Identify and resolve deficiencies in Ooredoo customer impacting customer processes. Utilizes all customer data collection points and distill these data into compelling recommendations for improvement of productivity, process flow, increased revenue and return on investment (ROI).
  • Guide the analysis of complex business problems/projects, requiring extensive data collection and consideration of multiple factors (process, organization, regulatory), to prioritize customer experience improvements recommendations
  • Manage and support CE Journey Design projects where necessary.
  • Monitor execution of the decided corrective actions

Assure Employee Engagement

  • Content for Internal/external communications on CE
  • Drive and support implementation of CE reward and recognition schemes at functional level
  • Lead Leadership initiatives related to CE 


Experience & Qualifications:
  • Minimum 5+ years experience in a relevant field
  • Bachelor degree in Marketing, Business, or related field
  • Seniority and Strong experience and ability to drive transformational change within organisations
  • Keen understanding of the elements required to define and develop a leading customer experience.
  • Extensive knowledge in process development and documentation
  • Collaborative and team oriented working style
  • Strong organisational, problem solving and analytical skills
  • Strategic thinker who can assess data and make appropriate process decisions/recommendations
  • Ability to work under pressure on multiple projects simultaneously while meeting deadlines with frequent interruptions and redefined priorities
  • Strong business ethics
  • Mature ability to work collaboratively with management teams throughout the organization and to be seen as a valuable expert resource to be sought out
  • Ability to focus on detail as well as the big picture
  • Well organized, systematic and comprehensive approach
Note: you will be required to attach the following:
1. Resume / cv
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