This position is no longer open for applications

Our client in Abu Dhabi is looking for a customer experience manager who will be

• Responsible for the development of voice of customer strategies covering customer journeys and experience
• Ensuring that all services and platforms conform to these requirements and validate through periodic customer interactions and surveys.

Responsibilities

• Technically support all Section functions, resources, and strategies through specialized advice in areas of expertise
• Provide advice and act as first level reviewer of all the work of staff, ensure that they are of appropriate quality and that resources are used effectively and comply with leading practices
• Execute all customer facing transactions resulting in higher satisfaction and timely delivery of services
• Ensure that customer needs, problems and requests are recorded and addressed in a timely manner
• Ensure the delivery of a world-class customer experience
• Support the customer focused culture minimizing disruption to impacted customers ensuring customers are kept informed
• Oversee the development of the voice of customer strategies and ensure ongoing mapping of customer pain and delight points to accordingly design target customer journeys that provide excellence in customer experience and satisfaction
• Liaise with each business unit under Customer Relationship Management to map the customer journey of each targeted customer with the intent to provide the highest level of customer satisfaction
• Oversee the design of the intended experience that each customer should obtain, advising Customer Relationship Management on the right mix between traditional and digital service delivery methods
• Liaise with the Innovation & Technology Division to ensure that platforms / services are developed as per their approved design, and participate in testing to ensure that they operate in accordance with the defined customer experience
• Oversee Service quality assurance activities in all services provided to customers
• Ensure that all staff acquire the required skills and knowledge by providing coaching and counselling
• Support in development of policies and procedures for various functions within the Section

Qualifications

• Minimum of bachelor’s degree in Business Administration or equivalent
• Minimum of 6 years of experience
• Good communication skills and customer focus