Roles and responsibilities
Roles And Responsibilities
Uncover unique and compelling business insights
- Utilize multiple sources of data to derive key insights into business performance, engagement, and satisfaction to inform future CX transformation initiatives.
- Develop a deep understanding of Aldar’s customer expectations and behaviors and translating these into actionable recommendations that meet their evolving needs.
- Regularly assess Aldar’s CX initiatives against industry benchmarks and global best practices to ensure competitive differentiation.
Lead the strategic creation of new CX Transformation initiatives
- Apply a structured, data-driven approach to turn customer needs, technical requirements, and business objectives into transformative CX improvement actions.
- Support the creation of Aldar’s CX strategy and spearhead its implementation.
- Drive the creation and redesign of cutting-edge business-specific customer journeys that increase customer engagement, satisfaction, and retention.
- Recommend cost-effective process and policy improvements that enhance overall CX performance.
- Set yearly customer experience targets for all the businesses and touchpoints to be integrated into the scorecards (NPS).
Execute and monitor strategic CX Transformation initiatives
- Develop and prioritize implementation roadmaps, guiding business units in successfully delivering new initiatives.
- Support in planning and managing omnichannel annual customer communications.
- Establish and monitor continuous feedback loops to ensure the successful implementation of strategic initiatives.
- Oversee the entire initiative lifecycle, from ideation to launch, use, and growth.
- Communicate initiative progress and performance metrics regularly to senior management, c-suite, and board stakeholders.
- Champion the CX mindset across the organization, driving alignment and change across all business units.
Qualification And Experience
RELATED YEAR OF EXPERIENCE:
Min of 8+ years of experience in Customer Experience, Digital Strategy, Management Consulting, Product Management, 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
- Analytical and entrepreneurial mindset with a strong grounding in customer strategy, customer insights, net promoter score, and digital transformation
- Strong knowledge of CX standards, CX trends, and CX delivery
- Strategic thinker with a track record of CX, Product, and Service innovation
- Strong conflict resolution/management skills
- Exceptional Excel data analysis, PowerPoint presentation, and business writing skills to communicate complex initiatives clearly and persuasively
- Ability to build and maintain strong internal and external relationships
- Ability to work cross-functionally with teams to execute initiatives
- Experience in using analytical tools, such as Tableau (preferred)
- Excellent communication skills – written and spoken English is essential (Arabic preferred)
Desired candidate profile
An Assistant Vice President (AVP) typically holds a leadership role in various sectors, such as finance, marketing, or operations. Here are key responsibilities and skills associated with this position:
Responsibilities
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Strategic Planning: Assisting in the development and execution of departmental strategies aligned with organizational goals.
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Team Leadership: Managing and mentoring team members, fostering professional development and collaboration.
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Project Management: Overseeing key projects, ensuring they are completed on time and within budget.
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Stakeholder Communication: Serving as a liaison between upper management and team members, facilitating clear communication.
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Performance Monitoring: Analyzing team performance metrics and reporting to senior leadership, recommending improvements as needed.
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Budget Management: Assisting in the preparation and management of budgets for the department.
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Risk Management: Identifying potential risks and developing strategies to mitigate them.
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Policy Development: Contributing to the creation and implementation of policies and procedures.
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Market Analysis: Conducting market research to inform strategic decisions and identify opportunities for growth.
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Collaboration: Working with cross-functional teams to align efforts and achieve common goals.