Customer Experience Specialist

• Support the development customer journey maps and service blueprints for SHARE loyalty programme and collaboration with product managers, commercial managers, operations managers to elevate product and service design
• Participate in ideation of new projects to meet customer needs
• Analysis of Voice of the Customer programme translating data into tangible action by each SHARE function, setting targets and deliverables that result in improvement of NPS KPIs
• Support the Customer Experience team in innovation around learning and knowledge share across the team to enhance skill set of others, drive best practice and instill customer centric culture
• Contribute to the Majid Al Futtaim Customer Experience Forum show casing innovative Customer Experience initiatives on behalf of SHARE loyalty program
• Participate in ideation of new projects to meet Customer Experience Forum requirements
• Support in the drive of the continuous improvement cycle for SHARE products and features through rigorous review of customer feedback, app analytics, revisit of process design to optimize effortless Customer Experience through cross functional workstreams
• Participate in and support the drive of test and learn methodology through iterations for optimal customer outcome
• Understand and adhere to the group-wide Customer Experience operating model and Customer Experience principles for Majid Al Futtaim

REQUIREMENTS

• 3-4 years experience in a relevant role with a passion for delivering excellent customer experience/customer experience related role
• Bachelor’s degree in marketing/communications, research, design, business or psychology
• Exceptional organizational and analytical ski
• Charismatic with strong communication and stakeholder engagement skills
• Strong written and verbal communication skills
• Advanced Microsoft Office skills and Dashboards knowledge