Customer Experience Specialist

Aspire Systems; Abu Dhabi; On-site; AED 90,000 - 130,000; Full time

Job summary

Aspire Systems is seeking a seasoned Customer Experience Consultant to enhance customer satisfaction and loyalty. This role involves analyzing data, implementing strategies, and fostering exceptional customer relations. Ideal candidates will bring over 20 years of expertise in the water sector with strong communication, analytical, and project management skills.

Qualifications

• 20+ years of Industry experience in companies with a recognized CX Program.
• In-depth knowledge of customer experience best practices and trends.
• Professional certification in customer experience or a related field.

Responsibilities

• Analyzing data and identifying opportunities to improve customer service practices.
• Designing and implementing training programs for employees on customer service techniques.
• Preparing reports detailing findings from research studies on customer satisfaction levels.

Skills

Customer Experience

Communication

Project Management

Analytical Thinking

Interpersonal Skills

Education

Bachelor’s degree in business or related field

Master’s degree (preferred)

Tools

Microsoft Excel

Microsoft PowerPoint

Business Intelligence (BI)

Microsoft Access

Job description

Contract : 12+ Month

Location: Riyadh , KSA

Roles and Responsibilities

• Analyzing data and identifying opportunities for improvement of company policies, procedures, and customer service practices
• Help in building business strategies and milestone basis the analysis and industry in-depth knowledge.
• Recommending changes to improve customer satisfaction levels and ensure customer loyalty
• Designing and implementing training programs for employees on customer service techniques to improve interactions with customers
• Preparing reports detailing findings from research studies and proposals for how to improve customer satisfaction levels
• Creating plans for improving the customer experience by identifying opportunities for improvement and implementing changes
• Designing and optimizing customer journeys and effective Customer journey mapping
• Serve as the primary point of contact for customers, providing them with an exceptional level of service throughout the customer lifecycle
• Understand customer needs and pain points, documenting feedback and relaying it to the appropriate internal teams
• Design and implement a proactively reach-out mechanism to customers to address concerns and eradicates dissatisfaction
• Handle customer escalations in a professional and efficient manner
• Generate reports and dashboards on customer satisfaction levels and customer feedback
• Identify process improvements to enhance the customer experience
• Serve as a liaison between customers and other departments

• Helping Customer improve its customer service and satisfaction ratings through developing surveys and focus groups
• Participate in customer focus groups and user testing sessions
• Develop end-to-end new analysis and report on customer experience-related topics (business scoping and understanding, data extraction, analysis, definition of priority metrics, report development)
• Leverage data analytic reports to analyze customer feedback and share the findings with relevant stakeholders
• Assist Corporate Functions and Regions/Sectors in identifying and prioritizing major pain points across key customer journeys
• Maintain detailed tracking of ongoing initiatives related to Customer Experience, identify and report key deviations/risks/questions
• Track and monitor the processes related to data gathering and analysis to ensure accurate and efficient reports
• Analyze survey results, translate them into monthly reports and ad-hoc detailed reports (e.g. per touch point per segment), and share with relevant stakeholders
• Ensure consistency and quality in the BL across inner and outer loop processes (review callbacks, assist with huddles, and coach when needed)
• Maintain a relationship with the CX Platform vendor
• Evaluate IT vendor solutions to measure and collect customer feedback
• Liaise with IT on all technical requirements, initiate change requests, and follow up on new developments/upgrades of systems
• Delivering more profitable customer relationships by helping companies understand, design, and deliver better customer journeys.
• Create Actionable Insights C Reporting them to the top management

General consulting capabilities:

• Ability to manage own work against the project plan to ensure a superior client experience.
• Understand the client's business, follow sector trends, and learn leading practices.
• Conducts research on economics, sector, and market conditions to better understand the client's needs.
• Gather and interpret financial information to help strengthen proposed recommendations
• Articulate thoughts and ideas in a clear and composed manner to instill confidence in the team and clients.
• Effectively interact with colleagues and clients of varying backgrounds to effectively serve clients.
• Recognize technology as a business enabler.
• Applies experience to enhance standard methods and tools; promotes their use through knowledge sharing.
• Ability to consider end-user experience throughout the development cycle to deliver requirements and enhance adoption.
• Applies 'user-centered design' to evaluate design scenarios against end-user experience and requirements within a domain (e.g., Cloud technologies, mobile).

Required Skills and Ǫualifications

• Utilities experience is a must, preferable experience will be in water sector.
• Bachelor’s degree in business or related field. Master preferred.
• 20+ years of Industry experience in a companies having a successful C recognized CX Program.
• In-depth knowledge of customer experience best practices and trends
• Experience leading and managing a team of customer experience professionals
• Professional certification in customer experience or a related field
• Excellent communication, interpersonal, and presentation skills
• Ability to think strategically and analytically to identify problems and recommend solutions
• Proven project management experience
• Flexibility and adaptability to change
• Strong commercial acumen demonstrated while serving as a trusted confidant and advisor.
• Strong knowledge of Microsoft Excel, PowerPoint, BI and Access.
• Strong organizational skills and attention to detail.
• Strong oral and written communication skills.
• Highly productive working under pressure and within time constraints.
• A creative and agile approach to workplace challenges creative and agile approach to workplace challenges.