Customer Experience Specialist

3 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Emkanfinance Full time

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Keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders such as product design, development, sales, marketing, account management, and so on, in order to keep fine-tuning the customer's experience.

  1. Carrying out extensive market research/surveys and competitor analysis to determine what consumers want from finance companies.
  2. Designing and planning initiatives to improve overall customer experience and uplift revenue in the designated area.
  3. Design, conduct, and manage user acceptance tests for marketing products & services to ensure successful delivery of business objectives.
  4. Conduct customer experience measurement and insights (e.g., calculate NPS, CSAT, and CES).
  5. Analyze customer feedback and comments and take action to improve the customer experience.
  6. Analyze the product journey by facilitating the experience and provide comments to the related team to fix it.
  7. Conduct relevant financial analysis on Data product and CX services to determine delivery of business objectives.
  8. Collaborate with the marketing team, reviewing materials that highlight the product's features and benefits for digital space and campaigns.
  9. Work closely with the product team to educate internal and external stakeholders (such as Sales and Customer Care) on the features and benefits of our product.
  10. Assess the marketing campaign's ongoing support for the product's effectiveness, as well as inform the company of any changes that are required.
  11. Perform any task requested by line manager.
QUALIFICATIONS AND EXPERIENCE

Experience:


• Minimum 0-3 years of experience with preference in the financial sector.

Knowledge and Skills:
  • Strong Knowledge of Performance Evaluation.
  • Understanding of assessment centre.
  • Proficient in MS Office.
  • Solid Understanding of Reporting.
  • A leader and strategic thinker.
  • Strong analytical skills.
  • Strong Problem-solving ability.
Seniority level

Associate

Employment type

Full-time

Job function

Analyst and Information Technology

Industries

Financial Services and Banking

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