Customer Experience Strategist

4 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Tree ? Full time
Role Overview
We are seeking a dynamic leader to lead our customer experience strategy and optimize every touchpoint of our customer journey. The ideal candidate should possess leadership skills, perfect communication, familiarity with latest trends and best practices of CX, ability to analyze customer data, strategic perspective on customer experience, and proficiency in customer journey mapping.

Responsibilities
The CX Manager will be responsible for developing and implementing the company's customer experience strategy, advocating for CX initiatives and demonstrating their value to the business, identifying and minimizing customer pain points across all channels, overseeing the entire customer journey, optimizing each step and identifying customer needs, planning and executing initiatives to enhance overall customer experience, managing user acceptance tests for new products/services, collecting and analyzing customer feedback to improve CX journey, conducting VOC programs and communicating findings to the product team, analyzing feedback to improve the customer journey, monitoring key metrics like CSAT, NPS, and CES, collaborating with product, marketing, sales, and other teams to align strategies, enhancing SMS content and reviewing application errors to improve customer experience, and addressing detractors and collaborating cross-functionally to resolve issues.

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