Available Opportunities
VAC9161 - Manager Customer Journey Mapping & Re-design
Field: Corporate Contract Type: Full Time - Permanent
Location: Kuwait - Kuwait City Closing date: 31-Mar-2024
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 .

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.

The Role:

Enhancing the overall customer experience by understanding, mapping, and optimizing customer journeys across various touchpoints. This role will work closely with cross-functional teams, including marketing, sales, customer care, digital, and product development, to identify pain points, improve customer interactions, and drive customer satisfaction.

Key Responsibilties:
  • Customer Journey Mapping: Lead the development of customer journey across different functions with close cooperation with relevant stakeholders. Ensure the development and implementation of best practice framework/methodology for creating and improving customer journeys. Conduct thorough research and analysis to identify and document the end-to-end customer journey across multiple channels and touchpoints as defined in Ooredoo “customer journey framework”.  Acquire profound understanding of our customers in order to create the best possible journeys for them for every touchpoint and interaction.
  • Customer Insights: Gather customer insight, through customer interviews/feedback, other operational data on the subject and analyse data to gain deep insights into customer needs, expectations, and pain points at each stage of the journey.
  • Pain Point Identification: Identify pain points and areas for improvement by examining customer interactions, feedback, and data analytics. Pinpoint areas where the customer experience can be enhanced to increase customer satisfaction and loyalty.
  • Customer Experience Optimization: Collaborate with cross-functional teams to develop and implement strategies for improving the customer experience, including process redesign, system enhancements, and technology implementation.
  • Touchpoint Evaluation: Assess the effectiveness and efficiency of various customer touchpoints, such as chat, websites, mobile apps, call centers, and retail stores. Propose and implement changes to streamline customer interactions and maximize customer satisfaction.
  • Customer Journey Redesign: Develop innovative solutions and strategies to redesign customer journeys, eliminating pain points and enhancing the overall customer experience. Collaborate with stakeholders to implement these changes effectively. Be innovative and consider new solutions and ideas. Drive implementation of actions to close gaps.
  • Performance Measurement: Establish key performance indicators (KPIs) to measure the success of customer journey initiatives. Monitor and report on the effectiveness of implemented changes, making data-driven recommendations for further improvements.
  • Stakeholder Collaboration: Work closely with cross-functional teams, including contact centre, sales, customer service, and product development, to align customer journey initiatives with business goals and objectives.
  • Improvement in the Voice of customer and other customer feedback measure
  • Improvement in Journey specific KPI’s set at the beginning of improvement exercise.
  • Implementation of solutions identified during redesign exercise.
  • Continuously attempt to improve targeted Customer Experience programs to reach predefined objectives and within budget requirements.
  • 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 journey enhancement.
  • Work closely with the relevant team’s s to implement active measurements for customer satisfaction and feedback on needs and desired improvements.
  • Monitor competitor activities and impact on Customer Experience.
  • 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.
  • Define and lead customer journey processes and project management to improve and enhance customer interactions and journeys.
  • Bachelor Degree
  • Master’s degree is a plus
Job specific technical Skills:
  • 5+ years’ experience in customer experience, specifically customer journey mapping and design, customer centric product development, design thinking / service design
  • Excellent communication and interpersonal skills.
  • Able to lead in matrix environments and on informal basis.
  • Experience creating presentations / reports and presenting
  • Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.
  • Fluent verbal and written communication English. 
  • Work with ambiguity and with very little guidance
  • Structure, investigate and solve complex problems
  • Demonstrate empathy
  • Clearly communicate and obtain buy-in from a diverse set of stakeholders
  • Work under pressure and prioritize the highest impact activities
  • Enthusiastic about business and brings a positive energy to the team and their work
  • InnovativeCustomer Journey mapping & redesign competence
  • English mandatory
  • MS Office
  • Visio knowledge is a plus
  • Overall understanding of Customer experience
  • Profound understanding of customer journeys
  • CX methodologies
  • Customer experience measurement
  • Working and managing cross functional teams for medium and large scale initiatives
Note: you will be required to attach the following:
1. Resume / cv