CX Lead and Project Manager.Injaz - Client Experience and Conduct - Retail and Treasury.Client [...]

Stryker Corporation; United Arab Emirates; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading medical technology company in the United Arab Emirates is seeking a customer experience specialist to enhance client satisfaction through improved digitized experiences. The ideal candidate should be analytical and proactive, with a strong customer-centric approach. Responsibilities include collaborating with teams, analyzing customer feedback, and delivering projects on time. This role is crucial in optimizing the user experience for clients.

Qualifications

• Professional, proactive, and courteous in communication.
• Strong analytical ability to provide insights and resolutions.
• In-depth understanding of retail banking products and services.

Responsibilities

• Improve customer satisfaction through digitized experiences.
• Collaborate closely with other team members and departments.
• Analyze customer feedback to enhance service standards.

Skills

Customer-centric approach

Strong analytical ability

Stakeholder engagement

Problem resolution

Job description

Job Description

• Able to produce and exercise rigorous test procedures and recognize errors
• Ensure all journey designs are customer centric and respond to client feedback and needs
• Undertake and present user experience research to feed into the design to ensure the optimal user experience
• Understanding of the customer journey end-to-end
• Foster innovation and customer and audience focus to ensure the Department's digital experiences are contemporary, innovative, and meeting customer needs
• Detect and track digital / processes defects and inconsistencies
• Provide timely solutions where gaps identified
• Foster customer and frontline feedback to enhance customer experience
• Analyze client's data / information to enhance customer experience
• Responsible for running and delivering all projects under the umbrella of RBG CXCG
• Ensure that all projects are delivered on-time, within scope and within budget
• Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility
• Develop a detailed project plan to monitor and track progress
• Establish and maintain relationships with third parties/vendors

Responsibilities

• Improve Customer Satisfaction through improved digitized experiences
• Improved CX through key participation in journey design and testing impacting client experience
• Enhances CX metrics across the board
• collaborate closely with other team members and departments
• Interact with customers and analyze their feedback
• Work across all levels, functions and divisions to enhance service standards
• Escalate concerns to management and when required

Qualifications

• Should be professional, proactive and customer centric. Courteous and respectful in communication while being empathetic & sensitive to customer needs
• Strong Analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions and recommend process and product improvements
• Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution
• In depth understanding of Retail Banking products and services, processes and system complexities