Corporate Senior Customer Experience Executive

Location-Amman  ,Jordan (JO) 

Job ID -6122

Job Responsibilities:

 

1. Collaboration and Customer Insights:

   - Work collaboratively with other business functions to deliver meaningful, relevant, and actionable customer insights throughout the customer journey.

   - Champion, design and deliver qualitative and quantitative research approaches to ensure the customer's point of view is integral to business decision-making.

 

2. Leadership and Advocacy:

   - Encourage problem-solving and customer-orientation within the VoC team.

   - Advocate for changes in other departments' ways of working, collaborating cross-functionally to implement changes for overall customer experience improvement.

 

3. Senior Management Interaction:

   - Interact at the senior management level, proactively advocating for solutions and managing the customer escalation process. Present findings and encourage action through planning and follow up on actions.

 

4. Analytics Strategy and Improvement Plans:

   - Create and implement an analytics strategy for best-in-class service delivery.

 

5. Digital Transformation and Customer Voice Analysis:

   - Manage and analyze customer voices in alignment with the digital transformation strategy.

   - Utilize NPS and other tools and methods, competitive benchmarking, and trend analysis to understand customer behavior and propose suggestions for CX enhancement.

 

6. Customer Feedback Collection and Database Management:

   - Expand sources of customer voice using various tools to collect feedback before/after product and service usage.

   - Establish a customer voice database for objective and accurate analytics models to enhance understanding of customer needs.

 

7. Coordination and Collaboration:

   - Coordinate with relevant units for the implementation of customer satisfaction ratings, recommendation ratings, and feedback.

 

Job Qualifications and Skills:

 

1. Qualitative and Quantitative research design

 

2. Interpersonal and Networking Skills:

   - Strong interpersonal and networking skills to nurture internal relationships and understand external stakeholders.

 

3. Problem-Solving and Analytical Skills:

   - Proficiency in interpreting and leveraging data insights for enhancing customer experience. Creating powerful insights in a visually appealing way.

Able to use multiple analysis techniques to deliver key insights

 

4. Business Alignment and Data-Driven Mindset:

   - Ability to align CX efforts with business objectives and a strong data-driven mindset.

 

5. Hands-On and Proactive Attitude:

   - Willingness to be hands-on and proactive in a dynamic work environment. During project time, flexibility with working hours will be required.

 

Job Requirements:

 

- Bachelor’s degree or higher in relevant fields. Marketing, Business, with analysis

- Experience managing relationships with large vendors and implementation teams.

- Experience with VoC platforms (Medallia, Qualtrics, Inmoment).

- Those with at least 1 experience working in a VOC, insights team would be at a distinct advantage

- Proficiency in Sprinklr, Tableau, and project management.

- Knowledge of logistics and quality management systems.

- Arabic/ Turkish/French language proficiency

- Experience implementing large-scale VoC programs.

- Operational background.

Company Overview:

Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.