To effectively monitor the customer experience, collect feedback, measure satisfaction levels, track key customer experience metrics, and analyze customer touchpoints throughout their lifetime with the company.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Responsibilities
- Identify touch points during customer experience and analyze the current state of these touch points and how to improve them.
- Collect, track, and analyze customer feedback and suggest improvements internally based on the insights gathered—help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters.
- Conduct customer interviews and surveys and report on insights.
- Regular communication with internal stakeholders such as customer care and other customer-facing teams to identify gaps and opportunities.
- Raise red flags wherever the business process—billing, installation, or anything pre or post sales—needs correction to ensure the customer has a seamless experience with the company.
- Ensure the CX strategies are aligned to the larger marketing and business goals and outcomes.
- Work with the product and technology teams to ensure a seamless brand and buying experience with technology—be it the brand website or a self-service app.
- Design and implement customer retention programs to minimize churn and enhance long-term customer engagement.
- Oversee customer service metrics, including response time, resolution rate, and CSAT, to drive continuous improvement.
- Monitor competitor strategies and industry trends to ensure the company remains a leader in customer experience.
- Analyze internal company performance data and find out patterns that might affect the customer experience.
- Prepare weekly, monthly, and annually data-based insights and report them to internal stakeholders.
- Support internal stakeholders with data analytics when needed to help them improve areas that affect customer experience.
- Lead and manage projects and programs with internal stakeholders to improve customer experience.
Qualifications
- 8 - 10 years of experience in customer experience, customer service, or operations.
- Strong analytical skills with experience in customer feedback analysis, retention management, and process improvement.
- Proficiency in CX tools, CRM software, and customer support platforms.
- Excellent communication and leadership skills, with the ability to influence stakeholders.
- Knowledge of food delivery or e-commerce industries is a plus.
- Ability to work in a fast-paced, dynamic environment and drive results.
- Strong project management skills with the ability to execute multiple initiatives simultaneously.
- Experience in data-driven decision-making, customer segmentation, and personalization strategies.
Education and Certifications
Bachelor’s degree in Business Administration or a relevant field is required.
