رئیس تجربه مشتریان

Job Description

● As the lead behind our customers’ experience and operations, you will be responsible for the performance analysis, optimization, and process design of one of the biggest stakeholders of our business: customers. ● Lead towards designing best-in-class service functions to address customer pain points during pre, live, and post-delivery and set them up to offer a stellar experience. ● Work on customer touchpoint feedback analysis, organizing and recommending changes with a key focus on outer loop initiatives to improve user experience through bottom-up NPS and closed feedback loop aligning our commercial, vendor operations, and marketing departments for each of our business lines. ● Adept at managing stakeholders, be it the business, city, functional managers, or vendors to influence business goals with the ultimate purpose to maximize our NPS and deliver a consistent and stellar experience to our customers. ● Involved with each of our business lines to collaborate, understand and implement our best practices. ●Identify and monitor how forces within the system can potentially impact NPS - for the good or worse. ● Champion of NPS, customer retention rate, customer satisfaction score, average handling time, and average resolution time. ● Involved in customer value management roles including retention and churn, data science and digital insights, digital analytics, and AI/ML solutions. ● Lead the team to develop reports, dashboards, and views for higher management on cancellations, after order NPS, and all those KPIs that form a quintessential part of customer experience.