Senior Customer Experience Specialist - Riyadh, المملكة العربية السعودية - Splonline

وصف

• Cooperate with various company stakeholders (Product & Customer Support in particular, but also UX, Product Management, Brand, Global Communication etc.) and the CX Manager in order to build a voice of customer platform.
• Work with all available customer feedback data, identify the top burning customers issues, suggest improvements, fixes & other recommendations to the CX task force audience;
• Participate in re-designing of customer-facing surveys across the customer journey in order to maximize the response rates and relevant feedback volumes which will serve as a base for improvements suggestions;
• Execute mystery shopping activities for the targeted branches across the kingdom regions to improve the customers journey within SPL branches.
• Participate in focus group sessions with SPL customers in order to see their pain points and what are the recommendations to enrich their experience.
• Master the CX analytics tools & continuously bringing improvements suggestions for respective teams on how to gain the best-added value;
• Work across the organization, help to break down data silos and develop customer journey based (in cooperation with experience or service designers), multi-channel (front office data, surveys, social media, ticketing helpdesk data etc.) insights. By bringing the insights & assisting / advising / cooperating with other cross-company teams, the Customer Experience Lead has a direct impact on CX metrics (improvement);
• Report to the Manager of CX Journey and functions as her full back up (meetings + any other agenda) during her absence, incl. the decision-making duties.
• Work on the day to day operations of a front line support team, including scheduling, training, knowledge management, etc.
• Collaborate with other CX leads and cross-functional partners (e.g., product, engineering and design) to iterate on internal tooling

Desired Candidate Profile