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Job Description
The role holder is responsible for the collection, revision, and analysis of multisource customer experience data, and leads the design of proactive initiatives in order to enrich customer experience and increase satisfaction in coordination with related stakeholders, and further ensures the effective implementation of the programs with relevant stakeholders. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures.???????? Participates in the development and implementation of the organization plans in line with the corporate objectives. ???????? Directs and manages the organization mandates, providing leadership and facilitating work processes to achieve high performance standards. ???????? Manages and controls change in the organization providing guidance and support, necessary for continuous improvement. ???????? Ensures compliance with organizational policies, procedures and quality standards in the organization ?Design and recommend B2B CX Measurements & Programs strategy and roadmap and lead its implementation?Lead the implementation of the B2B Strategic initiatives related to CX Measurements & Programs in alignment with B2B Stakeholders ?Develop and maintain the CX Measurements & research framework across B2B to ensure consistent and reliable customer experience measurements standards are implemented across B2B?Design and monitor B2B customer experience KPIs and satisfaction data and recommend course of action taking into consideration best practices/ benchmarks?Liaise with B2B Subsidiaries and internal stakeholders like Business Operations, Sales etc. to get all required data related to customer experience and satisfaction across B2B sector?Design and run customer experience surveys, focus groups, mystery shopping and conduct customer visits to identify customer challenges and priorities across journey, touch points and products & services?Establish a culture of customer experience by launching CX campaigns, awareness programs and CEX KPIs, ensure reflection of CX KPIs performance in employees score cards. ?Drive ongoing market research (questionnaires, focus groups, surveys etc.) on customer experience and satisfaction in alignment with Market & Customer insights, Corporate strategy?Govern the CEX Measurements & research activities across B2B and be the custodian of all CEX KPIs including CSAT, CES, NPS, CEI etc. ?Conduct in-depth analysis of all CEX related data (Operational KPIs, VoC etc.) to derive insights across customer journey, touch points and products to drive CX improvement actions?Manage development of periodic reports and dashboards (weekly, monthly, quarterly) on CEX KPIs performances, customer challenges and priorities across the customer journey and report to CEE Management?Suggest innovative CX programs and initiatives based on VoC and insights from CX data and lead its implementation in alignment with all B2B stakeholders?Lead the implementation of the B2B CEX programs and initiatives in alignment with subsidiaries and internal stakeholders?Ensure the delivery of the customers priorities with CX Programs and ensure that customers are informed through all communication means about the progress?Establish and govern the B2B CEX committee to oversee the implementation of CEX programs and initiatives ?Own and manage all CX Measurements and Programs related policies and processes and make sure it is updated based on business requirements ?Defines goals and key performance indicators for members of the team and ensures effective application of the stc performance management process.?Directs planning and selection of manpower in the Organization, in line with the business and operational plans.?Ensures high level of employee engagement and capability development by providing on-going feedback and coaching team members within the Organization.
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