Customer Experience Executive

2 weeks ago


Manama, Bahrain stc bahrain Full time

Job Objective

Develop end-to-end customer journey across conventional and digital touchpoints to ensure optimal customer experience.

Key Responsibilities

Identification of Customer Experience Improvement actions/initiatives/ customer pain points and associated business plans and benefit cases.

Creating/Mapping of existing and new customer journeys against agreed methodology.

Responsible for the successful execution of the net promoter score program for the organization.

Perform analysis on customer insights to identify trends/anomalies, communicate performance trends and identify potential opportunities for customer excellence.

Lead discussions with partners and stakeholders to explore customer experience related expansions and enhancements and participate in complex CX projects.

Perform relevant research including journey mapping, benchmarking, and identifying good Customer Experience practices.

Partner with peers to create customer problem statements, ideal states and generate recommendations for solutions to customer pain-points.

Develop data visualizations to effect more informed business decisions using tools such as power BI.

Uncover root causes of experience issues and their solutions.

Tracking customer experiences across online and offline channels, devices, and touchpoints.

Documenting processes and logging technical issues, as well as customer compliments and complaints.

Analyze and report on Top Complaint Drivers on weekly, monthly and adhoc basis to CS team, product team(s) and technical teams.

Analyse information, interrogate and interpret data relating to business performance - ensuring a consistent approach to measuring Customer Experience is developed.

Ensure the reporting of sectional performance against specified KPIs and report this information on a regular basis to Manager Customer Experience.

Support customer care and billing/collections operations and in project management and quality.

Support in quality improvement initiatives across all interfaces.

Perform other duties as requested.

Academic Qualification

Bachelor’s degree in business or a relevant discipline from a recognized university.

Professional Experience

3 to 5 years of experience in Customer Experience, Business Marketing, Business Analytics and Customer Life cycle management with a telecom company



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