Title: Senior Manager, CX Design & Improvement Division: Corporate Brand and Marketing - Customer Experience - CX Design and Improvement
Reporting to: Director, Customer Experience
Role Purpose: Our Client is currently investing in building our Customer Experience capabilities. Accordingly, we are recruiting for a number of roles to drive us forward on our transformation journey and are interested in talking to CX professionals for our different Operating Companies (OpCos) and their corresponding Business Units (BU) whether it be Shopping Malls, Retail, Leisure & Entertainment, Cinemas, Financial Services and our residential businesses.
As a Senior Manager, CX Design & Improvement, you will oversee all journey redesign efforts across the Group and provide direction to the different teams across the different OpCos and BUs. You will manage strategic CX design partnerships from vendor selection to resource allocation.
Role Details:
Key Responsibilities and Accountabilities:
• Oversee the overall customer journey design & improvement efforts across the Group
• Provide guidance and advice to BUs on journey redesign as well as on how to set up journey redesign teams with internal and external design resources
• Develop a strong understanding of the company's key cross-BU customer journeys
• Audit design landscape to monitor best in class design firms
• Manage external CX design partnerships (e.g. with freelancers, contractors, agencies including agreeing scope of work, SLAs and on-boarding)
• Allocate internal and external design resources to projects
• Initiate and lead qualitative and quantitative customer research for cross-BU journeys/ touchpoints to generate actions for continuous improvement
• Coordinate redesign of cross-BU journeys
• Provide and update Group-wide journey redesign toolkit (including design thinking techniques)
• Collect and create knowledge on new CX trends, best practices, technologies, capabilities and methods ("futuring")
Personal characteristics:
• Ability to effectively communicate a customer centric agenda to generate understanding & buy-in amongst operations groups
• Strong experience using CX design, strategic and innovation methodologies
• A strong sense of ownership, a passion for driving results and a desire to question the status quo.
• Excellent communication skills
• Strong vendor management and negotiation skills • Strong leadership skills, ability to inspire employee commitment and motivation
• Experience with design thinking and agile methodologies
Job Details
| Posted Date: | 2018-10-25 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Marketing and PR |
| Company Industry: | Retail/Wholesale; Entertainment |
| Monthly Salary: | US $9,000 |
Preferred Candidate
| Career Level: | Management |
| Degree: | Master's degree |
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