Customer Experience Continuous Improvement Manager - #57847

Aramex


Date: 1 week ago
City: Dubai
Contract type: Full time

Position Overview:


The Customer Experience Continuous Improvement Manager plays a critical role in enhancing customer satisfaction and loyalty by leading and implementing various initiatives aimed at improving the overall customer experience. This position involves analyzing customer feedback, identifying pain points, streamlining processes, and driving continuous improvement efforts across the organization. The role requires a strong blend of analytical skills, project management expertise, and a deep understanding of customer-centric strategies.


Responsibilities:


1. Customer Experience Strategy: Develop and execute the customer experience improvement strategy aligned with the organization's goals, ensuring a consistent and seamless experience across all touchpoints.


2. Data Analysis: Utilize customer feedback, survey responses, and other relevant data to identify trends, patterns, and areas for improvement. Use quantitative and qualitative data analysis to derive actionable insights.


3. Process Optimisation: Collaborate with cross-functional teams to identify inefficiencies and bottlenecks in customer-related processes. Develop and implement process optimization initiatives to enhance the overall customer journey.


4. Customer Journey Mapping: Map the end-to-end customer journey, highlighting key touchpoints and pain points. Work with relevant teams to address pain points and provide exceptional customer experiences.


5. Employee Training and Development: Develop training programs for employees to enhance their customer service skills and ensure consistent delivery of positive experiences.


6. Root Cause Analysis: Conduct root cause analysis for customer complaints, issues, or negative feedback. Work with relevant stakeholders to address underlying problems and prevent recurrence.


7. Performance Metrics: Define and track key performance indicators (KPIs) related to customer experience, regularly reporting progress to the leadership team.


8. Stakeholder Collaboration: Collaborate with various departments, such as marketing, sales, product development, and operations, to align customer experience efforts with broader organizational goals.


9. Technology and Tools: Identify and implement suitable customer experience tools and technologies to streamline processes and enhance customer interactions.


10. Best Practices Research: Stay updated with industry trends, best practices, and emerging technologies in customer experience management. Integrate relevant insights into the organization's practices.


Qualifications:


  • Bachelor’s degree in business administration, Operations, Marketing, Customer Experience, or a related field. Master's degree is a plus.
  • Six Sigma and lean methodology qualifications is a distinct advantage for this role.
  • Proven experience in customer experience management, process improvement, or a related field, preferably within a managerial or leadership role.
  • Strong analytical skills, with the ability to translate data into actionable insights.
  • Excellent project management skills with a track record of leading successful cross-functional initiatives.
  • Exceptional communication and presentation abilities to influence stakeholders at all levels of the organization.
  • Familiarity with customer experience measurement tools, such as NPS, CSAT (Customer Satisfaction Score), and Voice of Customer programs.
  • Knowledge of customer experience best practices and industry trends.
  • Ability to work in a fast-paced and dynamic environment, adapting to changing business needs.

This role is vital in fostering a customer-centric culture within the organization and is pivotal in driving continuous improvement efforts to deliver outstanding customer experiences. The Customer Experience Continuous Improvement Manager plays a pivotal role in elevating the brand reputation, increasing customer loyalty, and driving business growth.

Company Overview:

Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.

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