Customer Listening/Journey & Claims Partner

Maersk; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading logistics company in Dubai is seeking a professional to drive customer experience initiatives. The role involves analyzing customer feedback, resolving claims, and enhancing customer satisfaction metrics. Candidates must have strong program management skills and a results-driven mindset. This role prioritizes UAE Nationals holding a UAE Family book.

Qualifications

• Experience in program management, customer research, and analytics.
• Highly structured, analytical, and result-driven.
• Comfortable working in a matrix organization and dealing with diverse stakeholders.

Responsibilities

• Execute and analyze customer feedback to enhance the customer experience.
• Drive projects improving customer experience and key metrics.
• Handle customer claims processing and align expectations.
• Maintain knowledge of customer experience industry standards.

Skills

Program management

Customer research and analytics

Process improvement

Project Management

Influencing skills

Claims handling

Job description

This role is to drive the local implementation and execution of all customer experience initiatives as aligned with regional and global customer experience drive. This includes anchoring a customer centricity mindset within the Area to have customer obsession as the norm and to achieve the Net Promoter Score ambition.

RESPONSIBILITIES

• Execute and analyze customer feedback to evaluate customer experience and develop a thorough understanding of customer needs and identify pain points
• Partner to drive projects to improve the customer experience and key metrics
• Dissect customer journey obstacles and tackle them in a methodical manner to overcome them effectively.
• Dive deep, recommend and own solutions to drive outcomes from root cause analysis to uncover core issues through direct observation, facts, and data. Audit accounts, study customer escalations and develop a deeper understanding of customer concerns. Be skeptical when metrics and anecdote differ.
• Partner with Business teams to resolve upstream issues that impact customer experience. Drive increase in positive response rates and decrease in negative response rate.
• Maintain up-to-date knowledge of advancements in customer experience industry standards, changes, and trends.
• Create appropriate tools (i.e. project status reports, dashboards) to measure the progress against the goals and update stakeholders. Provide analysis writeups and regular reporting of customer impacting issues.
• Responsible to handle customer claims processing, pre-claims and resolution claims phases, collecting relevant documents, aligning customer expectations on the claims outcome from early stage and communicating final settlement proposal.

Critical competencies

Experience in program management, customer research and analytics and/or customer experience/success. Highly structured and analytical. Process improvement & Project Management skills. Strong influencing skills and Claims handling (preclaims and resolution claims phases). Result driven combined with the ability to achieve results through people. International experience; comfortable working in a matrix organization

Note: Role is for UAE Nationals with family book. We are committed to embracing the rich geographical diversity present in the communities where we operate, including here in the UAE. Alongside our dedication to fostering an inclusive workplace environment, we are actively supporting Emiratization initiatives set forth by the UAE government, ensuring the meaningful and efficient employment of its citizens. While we welcome applications from all qualified candidates for this position, we are currently prioritizing candidates that hold a UAE Family book.

Maersk is committed to a diverse and inclusive workplace and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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