Senior Associate - Customer Experience

JOB PURPOSE

Lead CX performance monitoring and improvement activities across all Aldar businesses, partnering with key leaders to enhance customer experience, driving increased engagement, satisfaction, and retention.

Please note, this role is for a UAE national only

ROLES AND RESPONSIBILITIES

CX monitoring and performance operations

• Assist in implementing all processes, procedures, and systems to manage day-to-day CX performance monitoring activities, ensuring high-quality of data analysis and insight generation.
• Support the achievement of NPS and CSAT performance targets across different business units.
• Track and evaluate the performance of Service Level Agreements (SLAs), conducting in-depth performance analysis and gap assessments to generate actionable insights that drive continuous CX improvement
• Collaborate with operational teams to ensure accurate and up-to-date customer information is consistently maintained in the CRM system
• Align CX improvement strategies with overall business goals, ensuring customer experience contributes directly to organizational growth and success.
• Benchmark CX performance against industry standards and competitors, providing insights and recommendations to stay ahead in the market.

CX Improvement Initiatives and Feedback Management

• Develop and execute CX improvement strategies based on evolving customer needs, market trends, and competitive analysis, ensuring long-term customer engagement, satisfaction, and loyalty.

•Oversee the collection of customer feedback and generate reports based on predefined cycles, highlighting customer pain points and recommending quick-win solutions.

• Roll out customer surveys to gather inputs on customer preferences and expectations, utilizing the data to drive CX improvements.
• Review key customer pain points and inform relevant teams of customer journey friction points that need to be resolved through actionable, clearly defined, quick-win CX improvements.
• Support in establishing a customer-centric culture and high standards of customer experience.

CX Communication Management

• Develop written and verbal customer correspondence materials including CX guidance manuals, Standard Operating Procedures (SOPs), CX standards, and experience principles, for consistent CX communication.
• Plan and manage omnichannel annual customer communications, coordinating with other business functions to ensure timely and effective execution of CX communication campaigns.

QUALIFICATION AND EXPERIENCE

RELATED YEAR OF EXPERIENCE

Min of 6+ years of experience in Customer Experience, Digital Strategy, Management Consulting, Product Management, or related field.

FIELD OF EXPERIENCE

• Real Estate, Hospitality, and Education sector experience
• Knowledge of and experience with measuring and improving customer engagement, satisfaction, and loyalty across broad business areas.

TECHNICAL AND INTERPERSONAL SKILLS

• Ability to analyze large volumes of customer data, identify trends, generate insights, and identify actionable CX improvement opportunities
• Proficient in using CX metrics such as NPS, CSAT, and CLV performance
• Exceptional Excel skills with strong analytical capabilities to manage and analyze large data sets
• Exceptional PowerPoint presentation and business writing skills to communicate complex initiatives clearly and persuasively
• Expertise in interpreting Customer feedback through surveys, reviews, and direct customer interactions
• Good communication skills – written and spoken English is essential (Arabic preferred)
• Ability to build and maintain strong internal and external relationships

QUALIFICATION

• Bachelor’s degree in Business or relevant degree