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CX Director

Location -Dubai ,  ,United Arab Emirates (AE) 

Job ID -5230

 

We are looking for an exceptional, experienced CX Director who will supervise and oversee the strategy, planning, and execution of the organization’s overall customer experience goals. This includes liaising with other department heads to ensure all other teams contribute equally to providing customers with a seamless experience across touchpoints.

The CX Director is in charge of delivering a seamless customer experience across all stages and touchpoints in a customer journey and helping the company continually achieve greater customer satisfaction, increased efficiency, and profitability. The CX Director plays a key role in outlining and achieving how customers perceive the company while driving higher customer satisfaction, NPS, customer retention, new business growth, and profitable turnovers.

 

Responsibilities;

  • Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey
  • Enabling a two-way stream with customer facing teams through – collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.
  • Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys
  • Encourage problem-solving, strategic thinking and customer orientation amongst the team
  • Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
  • Advocate for changes in other departments’ ways of working and cross-functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience
  • Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience
  • Interact at the executive/senior management level, proactively advocating for solutions and managing the customer escalation process
  • Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/ channels
  • Understand the customer pain points with a customer-centric mindset, establish the standard guidelines and solutions to address the priorities according to the urgency
  • Participate in the design and implementation of strategic projects from the perspective of customer experience management to ensure the establishment and implementation are in a customer-centric way
  • Lead relevant units to promote and implement customer experience improvement plans, apply agile methods to jointly review the content and processes of the plan on a timely basis, and strive to introduce the most suitable plan for customers
  • To cope with the digital transformation strategy, manage and analyse customer voices.  With the application of NPS, competitive benchmarking and analysis of major trends and areas for improvement, understand customer behavior based on quantitative customers’ ratings and propose suggestions for driving CX enhancement
  • Manage and expand sources of customer's voice, flexibly make use of different tools to collect customers’ feedback before / after product and service usage, collect and analyse comments on Aramex services through different channels in order to derive actionable insights
  • Establish a customer voice database to enhance understanding of the needs and expectations of different types of customers by analysing transactional and behavioural data, multi-dimensional research and customers’ feedback. To ensure customer journey/customer experience design and evaluation are based on objective and accurate analytics models
  • Coordinate with relevant units for the implementation of customer satisfaction ratings, recommendation ratings and feedback, to enrich Aramex’s understanding of customers’ needs and comments
  • Based on the “customer-centric” concept, adopting Design Thinking to identify voice of customers and customers’ pain points to plan and implement end-to-end customer journey enhancement projects

 

Requirements;

  • 8- 10 years of proven experience in relevant roles, including customer experience design and management, product development collection of voice of customer or other related ones, and at least 3 years hands-on experience in a supervisory role;
  • Bachelor’s Degree in Business Administration, Marketing or a relevant field
  • Preferably with a strong understanding of Design Thinking, Agile Mindset or Value Stream Management Approach
  • Working knowledge of Salesforce
  • Strong understanding of digital products and services. 

 

 

 

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.

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