Experiences Governance Consultant

2 weeks ago

Riyadh, Saudi Arabia Novel Overseas Corporation Full time

**Data Analysis & Insight Generation**:
Analyze customer data, market trends, and the competitive landscape using advanced analytics tools to provide actionable insights, identify patterns, predict customer behavior, and evaluate CX strategies' effectiveness.

**Managing Projects**:
Lead CX projects from start to finish, creating RSD (Requirements Specification Document) and CP (Concept Papers) ensuring they adhere to quality standards, and timelines, and coordinate cross-functional teams to boost customer satisfaction and loyalty.

**Alignment & Coordination**:
Align & work with internal units (B2B, B2C, Wholesale & others) like marketing, Care, sales, and IT teams and make sure our CX work fits with the bigger company goals.

**Process Improvement**:
Pinpoint and suggest enhancements in customer interactions and company processes to increase efficiency, cut costs, and bolster customer engagement, all backed by data-driven insights.

**Innovation and Strategy**:
Stay updated on the latest industry trends and technology. Suggest new and creative ways to make our customer experience better and help the business grow.

**Performance Measurement**:
Set up and track KPIs to assess CX initiatives' success, and regularly report the outcomes, trends, and recommendations to management and stakeholders.

**Qualifications**:

- Bachelor’s or master’s degree in Business Administration, Data Analytics, or a related field.
- Proven experience as a Business Analyst, preferably with a focus on customer experience in the telecom sector.
- Strong analytical skills with experience in statistical analysis, forecasting, and data visualization tools (e.g., SQL, Tableau, Power BI).
- Excellent project management abilities, capable of leading projects in a fast-paced environment.
- Proficient in customer relationship management (CRM) software.
- Communication and interpersonal skills, with the ability to present complex data to non-technical stakeholders.

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