Customer Experience (CX) Specialist
Insurance House
UAE, Abu Dhabi,Abu Dhabi
منذ 3 يوم
source :

Job Role : Customer Experience (CX)Specialist

Key RoleResponsibilities :

  • Able to collaborate with stakeholders from variousdepartments involved in the CX program (CX champions, Process team,IT team etc.
  • for data insights and improvements
  • Capable to drive the CX champions to adhere to thecustomer service guidelines defined by the organization
  • Competent to help in institutionalizing the changesapproved in the CX program
  • Should be a goodteam player
  • Knowledge of being part of orimplementing CX transformation programs in theorganization
  • Should have experience ondefining and implementing a CX framework across theorganization
  • Should be hands on in terms ofdefining Customer Journey Mapping and Service Blueprints includingall customer touchpoints
  • Should be proactivein identifying improvement areas in the customer journey andsuggest solutions and ideas
  • Should be able tomap gaps identified in the journey mapping and translate them torequirements for improvements (people, process orsystems)
  • Should have an understanding of whatmetrics need to be captured for the CX program
  • Insurance domain knowledge would be a plus tohave.
  • Develop and execute a service andperformance development culture across the organization, establishcustomer experience standards, measurements and support tools toenhance customer experience and employee’sdevelopment.
  • Established customer experienceand quality objectives and goals for Business.
  • Develop, share and track Service CycleModels’ for every moment of truth for thecustomer.
  • Revamp existing alternate channelsand make them best in class for our customers.
  • Implement lifecycle management activities focusing oncard activation, usage, balance building and retention.
  • Setup the right metrics at all measurable points anddefine monitoring guidelines for process improvement, enhancecustomer experience and help build a positive image of thecompany / brand.
  • Establish strategic alliances / offers with lifestyle brands which result in higher customersatisfaction, increase loyalty and increase in share ofwallet .
  • Desired Skillsand Experience

  • Excellent communications and negotiationsskills
  • Proven leadership and managementexperience management
  • Knowledge and interestin Technology
  • Crisis management
  • Understanding of the customer experiencefunction
  • Excellent verbal, written andpresentation skills
  • Hard working multi taskoriented, excellent communication skills and very friendly withclients.
  • Competences :

  • Ability to work under pressure
  • Motivated
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