Assistant Vice President - Strategic Customer Experience

ALDAR


Date: 1 week ago
City: Abu Dhabi
Contract type: Full time
Job Purpose

Transforming the customer experience in all Aldar businesses.

Roles And Responsibilities

  • Set yearly customer experience targets for all the businesses and touchpoints to be integrated into the scorecards
  • Identify key relevant CX trends or global best practices then translate them into initiatives
  • Support in the development of Aldar’s CX strategy and lead the execution of the strategy
  • Develop and implement strategic initiatives to enable transformational change in critical journeys.
  • Identify, improve and streamline critical journeys that has high impact on strategy.
  • Recommend processes, procedures and policies that will drive customer satisfaction and retention.
  • Develop a deep understanding of Aldar’s customers and deliver insights to the executive management.
  • Embed the CX culture and drive change across all the businesses
  • Leverage the truly digital agenda to drive exceptional experiences for all customers
  • Support in planning and managing omni-channel annual customer communications to ensure that communications are released effectively with outcomes achieved.


Qualification And Experience

RELATED YEAR OF EXPERIENCE:

Min of 8+ years of experience in a customer centricity or related field.

FIELD OF EXPERIENCE:

  • Real Estate, Hospitality and Education sector experience
  • Proven track record of effectively dealing with senior management.


Technical And Interpersonal Skills

  • Strong knowledge of customer service standards, CX trends and customer quality delivery standards
  • Previous experience in CX digital implementation
  • Proven strategic thinker with track record of innovation
  • Strong conflict resolution/management skills
  • Excellent communication skills – written and spoken English is essential. (Arabic preferred)
  • Strong/Excellent presentation and business writing skills
  • Ability to speak and write clearly and persuasively and to build and maintain strong internal and external relationships


QUALIFICATION

Bachelor's degree in any discipline; Advanced strong degree preferred

Please note this role is for UAEN Only

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