Job Title:

Job Description

The role

As CX Manager you will lead a consulting team for BFSI&Telco&Retail industry and/or in the CX to analyze the business processes and supporting data of internal and external clients, assess current performance levels and identify opportunities for improvement. You will report to our Regional Director

What you need to have is?

• Bachelor's degree in related field from a four-year college or university with five or more years of related consulting or analytical experience; or
• Equivalent combination of education and experience
• Guide and manage large-scale business transformation projects and associated customer relationships
• Develop growth and business strategies based on analysis of the customer experience
• Recognized as an expert in consulting field, knowledgeable of new trends and industry best practices
• Experience with contact centers and self-service channels
• Experience in the following sectors: BSFI (Banking, FS, Insurance), Telco, Retail
• Experience in Customer strategy/CX roles
• Experience with PowerPoint and Excel (can maintain complex spreadsheets), and PowerBI,
• Technology project delivery and exposure to CX tech (e.g. Contact Centre as a Service) or broader technology experience (AI based solutions would be advantageous)
• Oral and written fluency in English English & Arabic
• Experience of a data analysis methodology, desired Green or Black Belt Six Sigma certification
• Lean Methodology experience
• Minimum 5 years' experience in consulting, customer relationship management, analytical analysis

Responsibilities:

• Definition and redesign of Customer strategy (relational ambition, relational posture, organization of customer relationship activities, realization of benchmark / strategic studies, etc.)
• Definition, design and optimization of omnichannel customer journeys
• Support for the opening of new relational channels (chat, bot, etc.) and deployment of these solutions
• Define outsourcing strategy
• Redesign / optimization of commercial acquisition systems
• Contribute to our business development actions
• As Experience interpreting and responding to customer requests, you will deliver presentations and workshops to clients, and to internal team members.
• Lead multiple, simultaneous consulting engagements with clients on business operations and performance improvement programs
• Use structured problem solving skills to develop a work plan and approach to answer business questions in the defined timeline
• Develop new insights and understanding of our performance based on data and statistical methods

Location:

Language Requirements:

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