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Customer Experience Lead – Insights & Performance

Customer Experience Lead – Insights & Performance

  • Location

    Dubai

  • Sector:

    E-Commerce

  • Job type:

    Permanent

  • Salary:

    Competitive salary and benefits

  • Contact:

    Danny Saleem

  • Contact email:

    [email protected]

  • Published:

    8 months ago

  • Expiry date:

    2021-03-08

  • Consultant:

    #

Our client is one of the region's leading digital technology experts, and they are now looking to expand their existing Customer Experience team by adding CX experts that have had experience delivering a seamless CX across all touchpoints in the customer journey.
The right candidate for this role will be responsible for defining the best ways to understand anticipate customer needs, sharing the related insights across the organization.  

Key responsibilities & experience required:

- Develop and design Customer Experience insights, performance framework, and strategy with a digital-first mindset
- Implement customer experience performance measurement dashboard
- Design & implement customer feedback framework
- Deliver recommendations from the analysis of customer insights gathered within the business
- Deliver user research insights, collaborating with the wider team
- Own and develop the VoC framework
- Improve key matrix indicators such as CSAT & NPS rating
- Previous experience working on large-scale digital transformation projects is a massive plus

The role also offers a very competitive tax-free salary + great benefits including assistance with relocation for the selected candidate. This role is also an opportunity with one of the biggest names in technology here in the MENA Region.