Available Opportunities
VAC7599 - Customer Experience Design Expert
Field: Customer Care Contract Type: Full Time - Permanent
Location: Palestine - Ramallah Closing date: 24-Mar-2019
Role Summary:

The CE Implementation Expert is responsible for supporting the different business units to design the intentional Customer Experience and for managing the implementation of the Customer Experience initiatives.




Duties & Responsibilities:

CE Design:

  • Supporting touch points owners to design the intentional CE.
  • Ensuring the intentional CE represents the Customer view (Outside in).

  • Providing Process design expertise and guidelines to ensure consistency in the design of the CE Maintain a referential of all intentional CE design.


CE Implementation:

  • Implementing and project manage the CE initiatives handled by the Customer Experience Unit.
  • Providing CE expertise to support the implementation of the CE initiatives handled by other business units.
  • Reporting progress on the implementation of the CE road-map.
  • Facilitating the weekly CE Working Committee meeting that aims at steering the delivery of the CE road-map against the plan.
  • Following up and report implementation of process improvements initiatives suggested by the VOC Expert and agreed by the respective business owners.

Experience & Qualifications:

Education Level ( Minimum  / Preferred):

BSc in marketing or related subject.


Work Experience:

  • At least 6 years of working experience in a service provider environment at least 3 of which must be in customer experience or customer service environment.
  • Must have significant knowledge of customer experience design and mapping and initiatives development and implementation.
  • Must have strong project management skills.
  • Must have expertise in advising best practices in customer experience.


Technical Qualifications:

  • Process Design.
  • Project Management.
  • MS Office skills.
  • Fluent in English (written and spoken).
  • Customer Experience Mapping.
  • Plan implementation.
  • Project tracking, monitoring and reporting.



Personal Traits & Special Skills::
  • Communicating effectively.
  • Customer Focus.
  • Collaboration.
  • Analytical thinking.
  • Planning and Organizing.
  • Results orientation.


Note: you will be required to attach the following:
1. Resume / cv
2. Professional personal photo
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