Key Responsiobilities
- * Map end-to-end customer journeys
- Identify friction points and recommend improvements in collaboration with relevant teams
- Track and report key customer journey metrics such as CSAT, NPS, and CES
- Manage and analyze customer surveys across multiple channels
- Develop regular reports highlighting pain points, root causes, and opportunities for improvement
- Ensure follow-up with dissatisfied customers and close the loop in coordination with frontliners and support functions
- Provide actionable insights and dashboards to internal stakeholders
- Collaborate with all stakeholders to streamline and enhance customer journeys
- Support process changes and improvements that reduce customer effort and increase resolution speed
- Contribute to broader customer experience (CX) initiatives
EducationBachelor Degree in Business, Marketing, Industrial Engineering or related field.
Level Of ExperienceLimited Experience (2-5Yrs) of progressive experience in customer experience.
Technical Skills & Knowledge
- * Strong understanding of customer journey mapping , service blueprinting and pain points.
- CX measurement frameworks including NPS, CSAT, CES and VoC.
- Ability to analyze structured and unstructured customer data to generate actionable insights.
- Understanding of statistical concepts like correlation, regression and trend analysis (basic to intermediate level).
- Familiarity with telecom services, products and lifecycle journeys.
- Understanding key telecom metrics: churn rate, ARPU, FCR, AHT, SLA compliance.
- Knowledge of digital channels (mobile app, self care portals, IVR, chatbot) and their role in CX.
- Exposure to process improvement methodologies like Lean, Six Sigma, or Kaizen.
- Understanding of quality assurance processes in all touch points.
- Ability to conduct root cause analysis (RCA) and contribute to resolution planning.
EssentialCertifications & Licensure:
- Solid knowledge of CX measurements (NPS, CSAT, CES) and VoC practices.
- Analytical strength with strong Excel and PowerPoint practices.
- Bilingual proficiency in Arabic and English.
Desirable
- * Six Sigma (Green belt or above).
- Experience in Agile transformation environments.
Tools & Systems
- * CX and VoC platforms.
- CRM / Customer Management Tools.
- Analytics and dashboards.
- Project Management and collaboration.
