متخصص تجربه مشتری

Requirements

- Able to map and understand the whole Journey of the customer, from pre-purchase to after purchase (A to Z experience of the Customer). - Having a holistic view in business – preferably E-commerce. - Understanding, Defining and doing QA for Business side KPI/KRs – affecting Customer Journey. - Active participation in improvements of key CX metrics: NPS, Retention, CES, etc. - Doing RCA to be able to propose second to none solutions for business stakeholders. - Pro-active (and not reactive) approach and introduce initiative to improve satisfaction of each customer touch point and impact point. - Creating sense of urgency in regards of importance of CX in whole business and shedding light on the issues for business stakeholders and their negative impacts in a data driven manner. - Ability to communicate in an efficient way with all business stakeholders whom impact CX. - Creating CSat/CES/NPS/Focus Group/VOC and other customer side metrics and feedback channels. - Using customer/business data to detect possible CX improvements and customers’ pain points. - Helping business stakeholders in the process of finding solutions. - Setting KPIs/KRs to measure the impact of solutions/initiatives on CX-related metrics. - Facilitating discussion, decision making, and conflict resolution - Improving customer service procedures, policies and standards for your organization. - Master’s degree in the areas of: Management. industrial engineering and MBA.