Customer Experience Associate Director

Job Description

<p><strong>Job summary:</strong></p><p><br></p><p>The main objective is to entrust with formulating the vision, mission and the objectives of ccc by stc by ensuring development of Customer Experience strategy, developing, managing, and implementing strategies that enhance the overall customer experience with the organization. This will involve in managing and leading cross-functional teams to ensure consistent, positive customer experiences across all channels, including but not limited to in-person, online, and digital interactions and ensures customer-centric mindset through a keen understanding of the customer journey study and analysis. This department will be responsible for the end-to-end deployment and governance of the CEX initiatives at ccc by stc, including measuring and managing the Customer Experience Index for at ccc.</p><p><br></p><p><strong>Main Responsibilities:</strong></p><p><br></p><ul><li>Developing, managing, and implementing Customer Experience strategies that enhance the overall customer experience with the organization.</li><li>Managing and leading cross-functional teams to ensure consistent, positive customer experiences across all channels, including but not limited to in-person, online, and any digital interactions.</li><li>Develop and implement strategies that improve the customer experience, reduce customer churn, and increase customer satisfaction.</li><li>Work closely with cross-functional teams to ensure a consistent, seamless customer experience across all touchpoints.</li><li>Development ccc by stc customer experience strategy and roadmap and oversee its execution.</li><li>Conduct customer research and analysis to understand customer needs, preferences, and pain points, and use that information to develop targeted customer experience initiatives.</li><li>Create and manage customer journey maps to identify areas of improvement and opportunities to enhance the customer experience.</li><li>Conduct ccc by stc customer journeys assessments, journey redesign and implementation of the desired journey for all the services provided by ccc by stc and ensuring alignment on CEX strategies with B2B CEX guidelines.</li><li>Leads the development and maintains the CX design standards and guidelines to be used across channels/services provided by ccc by stc to ensure a consistent customer experience.</li><li>Design and lead the implementation of the Voice of Customer framework (Client Satisfaction Surveys) including the surveys, methodology, KPI’s, targets etc. for the services provided by ccc by stc.</li><li>Own the ccc by stc’s Customer Experience Index (CEI) and work closely with all B2B stakeholders for the successful implementation &amp; monitoring of the KPI’s.</li><li>Lead the development of customer experience metrics, KPIs, and performance indicators (e.g., NPS, CSAT, CES etc.) to measure success and drive continuous improvement.</li><li>Collaborate with product, sales, marketing, and customer service teams to ensure a customer-centric approach to product development, marketing campaigns, and customer support.</li><li>Ensures CX KPIs are properly measured and reported across the customer journey including sales, delivery, assurance related value chains.</li><li>Drive all CX Research activities like Mystery Shopping, Customer Satisfaction Surveys, Customer Visits, Focus groups etc. to come up with insights and develop CX uplift programs/initiatives across ccc by stc and oversee the implementation as per the guidelines of B2B CEX strategy.</li><li>Ensures to establish a culture of customer experience by launching CX related incentives program reflected in individual performance within ccc by stc.</li><li>Leads the development of CX uplift programs &amp; initiatives across the business cluster and oversee the implementation.</li><li>Develop and implement customer experience training programs for employees to improve customer service skills and foster a customer-centric culture within the organization.</li><li>Monitor and report on customer feedback and satisfaction levels and use that information to drive improvements in the customer experience.</li><li>Ensures voice of customer &amp; CX journey design requirements are embedded in the digital transformation programs and initiatives of ccc by stc.</li><li>Leads the development of CEX guidelines for all ccc by stc’s digital touch points and user interfaces; consolidated requirements and design UX/ UI for ccc by stc’s Business app and portal.</li><li>Leads the implementation of the Digital Experience Platform under digital transformation program in alignment with B2B Stakeholders.</li><li>Ensures to conduct regular digital channel and digital platforms CX assessments; drive the implementation of digital experience enhancement initiatives.</li><li>Design and manage all the digital touch points customer experience measurements &amp; KPI’s</li><li>Design the ccc by stc CEX strategy which is aligned with the B2B CEX ambitions and drive its implementation.</li><li>Keeping abreast of new developments, technologies, and best practices in the BPO industry and sharing knowledge and expertise with team members and Stakeholders.</li></ul><p> </p><p><strong>Experience &amp; Skills:</strong></p><p><br></p><ul><li>2-3 years of proven work experience in implementing CX</li><li>Project manager role is preferred.</li><li>Minimum 1 year experience in CX implementation and internal process review approach</li><li>Previous knowledge in preparedness for BPO and visibility to all the departments and their activities in BPO industry</li><li>Must be well versed with CX activities/requirements in a service industry</li><li>Proven working experience in project management- PRINCE11 certification an advantage with experience in project implementation.</li><li>Effective change manager with ability to lead a growing team</li><li>Strong working knowledge of Microsoft office</li></ul><p> </p><p><strong>Qualifications:</strong></p><p><br></p><ul><li>Bachelor’s degree in Business Administration or related field</li><li>Master’s degree is a plus</li><li>Any Certification on Customer Experience management/implementation</li></ul>