Senior Customer Experience Officer

3 weeks ago


Manama, Bahrain Bahrain Airport Services Full time

**Main Objectives**

Communicating analysis results while making recommendations to senior management teams and developing data cleansing regulations. you’ll need to have excellent written and oral communication skills.

Collect, analyze and present data extracted from Customer complain and feedback system using your knowledge of statistics to conduct opinion polls and more. With technical skills determine how to best collect information, what groups to test, what questions to ask and how to interpret and publish their findings.
convey messages in an effective and visually appealing way.

**Main Duties**
- Leads development, testing and optimization of electronic CX Customer Complaint and Feedback System.
- Strong background in database technology, analytical reporting.
- Generate CX report generation, from data inputs to results analysis.
- Experience with managing complex systems and data-driven reporting.
- Develop communications and training campaigns alongside CX Senior Officer.
- Conducting customer service satisfaction surveys with passengers, airlines and other airport service customers in order to set targets and assess achievements.
- Regularly coordinates with CX Champions in each department and monitors active cases to completion.
- Generates agendas for CX Committee based on data and stakeholder feedback.
- Oversees collateral creation and distribution, both tangible and digital, for general administration and specific campaigns.
- Track, measure and maintain performance standards against SLA KPIs with BAC.
- Comply with the Company and Airport authorities’ health, safety, and security regulations.
- Aware of and constantly proposing CX newest trends.
- On line research skills.
- Produce on line material and manage Customer experience on line exposure.

**Minimum Requirements**

**Education**:
Bachelor’s degree in Business Management or equivalent.

**Experience**:
Minimum of 3 years experience in operation with an airline, an airport operation or customer relation experience.

**Other Essential Requirements**:

- An individual skilled at bridging the communications gap between technical experts and non-specialists.
- Diplomatic and skilled in conflict resolution.
- Ability to interrogate and interpret relevant data on the network
- Report writing skills
- Fundamental knowledge of the Terminal & Airside Operations and all the rules and regulations covering Terminal Safety & Security including depth knowledge of relevant Airport, Airlines, IATA and ICAO annexes & recommendations.
- Strong interpersonal skills, ability to communicate and influence effectively across the organization**.**
- Highly confident in the use of data to support decision making.
- Result driven / forward thinking.
- Seeking for business opportunities with maintaining good relationship with airlines.

**Job Types**: Full-time, Contract



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