Walk in Interview, Apply for CX Analyst & Project Facilitator Job in Dubai , United Arab Emirates
Role Purpose:
Generates CX insights (e.g., customer research) for cross-BU journey redesign team.
Consolidates & Commissions research to centralized research team, develops high level business cases
Orchestrates CX Project to be delivered by key stakeholders
Role Details – Key Responsibilities and Accountabilities:
- Fully own the tracking, adoption and the input enhancement of the CRM system in SMBU
- Works closely with CRM product manager to driver user and customer insights and feature gaps to improve CRM product.
- Participate in CX redesign journey redesign projects
- Collect, compile customer experience and quality metrics from multiple channels and analyse customer behaviour and feedback
- Conduct root cause analysis of customer complaints, queries, service failures and customer data to enable greater understanding of customer “moments of truth” that will enable improvement opportunities to be identified and prioritized
- Coordinate customer survey activities and develop insights from obtained data
- Present and defend recommendations to senior executives/Sr. manager, CX design & improvement
- Responsible for Quality Assurance of project deliverables
- Generate oversight of BU CX initiatives and track status
- Monitor and report on BU NPS
- Track BU CX performance objectives and report to Holding CX
- Prepare monthly reports on key KPIs and status of CX initiatives and share with CX leadership and BU's and Majid Al Futtaim's management team
- Plan and execute of cross-functional end-to-end projects to redesign customer journeys.
- Develop a strong understanding of Majid Al Futtaim key customer journeys.
- Manage implementation process of journey pilot and assisting in adapting changes of the final product as required.
- Responsible for planning and executing any service Blueprint projects.
- Prepare presentations and clearly communicate projects deliverable to senior leadership within Customer Experience and in the broader company.
- Regularly assess project risks and opportunities.
- Develop and maintain standard project documentation, facilitate cross-functional team meetings, proactively work action items.
- In collaboration with CX Leadership and Product teams, communicate opportunities and advocate for product/service improvements and/or tools required to support project outcome and a flawless customer experience.
Job Dimension – (E.g. Revenue & Budget size, Sales Volume etc.)
TBA
Other Context (if applicable):
TBA
Functional/Technical Competencies:
TBA
Personal Characteristics and Required Background:
Other Recent Jobs
Minimum Qualifications/education
Bachelor's Degree in Business, Economics or Computer Science or equivalent Business Analysis certification
Minimum experience
1- 2 years
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