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Job description / Role
You will be responsible of supporting segment managers and touching points managers to design the intentional customer experience, ensuring the intentional customer experience represents the customer view (Outside in), providing process design expertise and guidelines to ensure consistency in the design of the customer experience, maintaining a referential of all intentional customer experience design, implementing and project managing the customer experience initiatives handled by the customer experience Office, providing customer experience expertise to support the implementation of the customer experience initiatives handled by other business units, reporting progress on the implementation of the customer experience roadmap, facilitating the monthly customer experience delight team meeting that aims at steering the delivery of the customer experience roadmap against the plan, following up and reporting implementation of process improvements initiatives suggested by the voice of customer analyst and agreed by the respective business owners and representing customer experience in business operations: raise alerts, advise/consult to ensure delivery of business as usual activities as per the customer experience design (Concept review, project meetings, etc.
Requirements
You should have minimum 6 years of working experience in a service provider environment at least 3 of which must be in customer experience or customer service environment with the BSc in marketing or related subject and must have significant knowledge of customer experience design and mapping and initiatives development and implementation, strong project management skills and expertise in advising best practices in customer experience .
Skills Required:
- Process Design
- Project Management
- MS Office skills
- Fluent in English (written and spoken)
- Arabic a plus
- Customer Experience Mapping
- Plan implementation
- Project tracking and monitoring
- Project reporting
- Communicating effectively
- Customer Focus
- Collaboration
- Analytical thinking
- Planning and Organising
- Results orientation
About the Company
Ooredoo, Omans customer friendly communications provider..
Ooredoo combines extensive global expertise and talented, caring people with a genuine understanding of Omani culture to offer you the highest levels of user-friendly technology and customer satisfaction.
Our Vision and Mission
At Ooredoo, we are committed to enhancing your daily life by making communication easier, more versatile and always a rewarding experience.
Our vision is to enrich the lives of people in Oman through better communication services. Furthermore, our mission is to be the communications provider and employer of choice in Oman.