-Design and manage a yearly end-to-end Customer Experience roadmap .,Work with channels and business partners that service customers in developing meaningful and achievable customer advocacy and customer satisfaction goals.,Handle the customer KPIs including Net Promoter Score "NPS" and Quality of Service "QoS", manage the results and identify the gaps to derive improvement action plans.,Manage the tracking, monitoring and analysis of improvements in customer experience within each channel and business unit . Actively analyze and contribute to identification of weak points in terms of customer insights and current customer experience, foster discussions and actions to be taken to improve customer satisfaction,Manage the feedback loops (Voice of Customer and Voice of employees) to ensure proper inputs to identify necessary improvement plans in the different operations.,Review and redesign of business processes to improve customer satisfaction using Lean, DMAIC, and other improvement methods to identify root causes, and manage the execution of QoS & Customer Experience improvement plans/ projects in coordination with all units in the company,Lead on cross functional and strategic projects, facilitate problem solving and alignment with various stakeholders to ensure on time, on budget, and according to scope project completion with great focus on Quality of Service (QoS) projects,Actively involved in designing , developing and reviewing end-to-end customer journey of projects to maintain “best in class” customer experience and eliminate inefficiencies,Ensure team and key partners are educated on emerging CX trends and concepts.,Lead, manage and motivate a the customer experience team.,Manage the Customer Experience budget dedicated for improvement action plans.,Report on monthly basis to the top management and AMEA on the progress of Customer Experience initiative and customer KPIs.,
Bachelor Degree in Industrial Engineering / Business Administration or other related Field,8-10 Years experience including customer service and quality-related jobs.
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Customer Experience Manager
Abdali Boulevard, Amman, Jordan
Business Administration, Industrial Engineering
Communication, Organization, Persuasive, Planning, Problem Solving, Project Management, creative, analytical, follow-up, encouraging, motivating, customer experience, analysis skill