Predictive Customer Experience

2 months ago


Jeddah, Saudi Arabia Bupa Arabia Full time

Support customer experience unit by performing end-to-end analysis of member journey, member profiling and member engagement.
- Support cross-functional projects with PA to produce analysis of incorrect PA rejections.
- Oversee Customer Experience Delivery implemented solutions to enhance customer journey.
- Broaden the customer experience journey with the implementation of data initiatives to drive up proactive measures as opposed to reactive ones.
- Provide analysis of Group Secretary profiling to support GS Experience unit in enhancing GS journey.
- Perform data analysis of post-sales and pre-renewal processes to support digital sales team and enhance RM experience.
- Support implementation of projects related to customer experience by providing data insights.
- Implement advanced solutions such as case resolution system to enable agents issue resolution protocol in real time
- Produce reports, analysis and recommendations for Key accounts and Retention teams to manage relationship programs.
- Establish continuous feedback loops through digital channels to enable a customized plan for the BUPA Elite program.
- Manage the creation, implementation, and operation of call center chatbots, emphasizing improved customer interactions.
- Work with diverse teams to enhance chatbot features and interfaces, ensuring alignment with the company's customer transformation goals.
- Regularly monitor chatbot responses and decision paths to deliver precise and effective customer assistance.

**Skills**:

- Communication skills
- Presentation skills



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