Senior CX Service Designer

Chalhoub Group

Dubai, UAE

Posted
Ref: GP285-3216

Job description / Role

Employment: Full Time

Who we are
We are a leading partner for luxury across the Middle East. With more than 600 stores, 300 brands and over 65 years of experience in the region, we have become a major player in the beauty, fashion and gift sectors, by offering service excellence to our partners and delighting all our customers. We are moving fast from a traditional distributor and retailer for luxury in the Middle East, to a hybrid retailer bringing luxury experiences to the fingertips of customers everywhere.

To fuel the next stage of our growth we are looking to build a world class team. From physical retail through to supply chain and customer loyalty, we aim to use technology and data to continuously improve every aspect of our operations. We are looking for top talent to join us on this journey of exploring new horizons together.

What you'll be doing
We are looking for Senior CX Service designer who will help us differentiate with a world-class customer experience that consistently outpaces expectations and transforms the Group into hybrid retailer bringing luxury experiences to the fingertips of the customers everywhere. We’re looking for someone who cares deeply about customers, is able to understand complex systems of information and simplify that information for others, and will bring a strong process-oriented design methodology.

JOB RESPONSIBILITIES:
Customer Experience:
• Act as a consultant to the business on all CX related matters
• Plan and execute of cross-functional end-to-end projects to redesign customer journeys
• Develop a strong understanding of the brand’s key customer journeys
• Prepare presentations and clearly communicate projects deliverable to brand’s captain
• Define KPIs in coordination with Group CX team to monitor success and progress, collect and apply learning, and provide a go forward process
• Create service measurements of success for internal and external teams
• Leverage data and technology to improve KPIs through performance management and automation
• Partner with Logistics, Brands, Communications and Social Media teams to obtain the most current and accurate information for our clients
• Explore and advise brand leadership on new technologies and/or vendors to improve productivity and customer engagement (i.e. chat and educational videos)
• People Experience and Brand Training: Upskill team members on all CX related matters
• Lead all brand trainings for DnG frontline staff Elevate tech savviness of team to support roll-out of digital projects in-store

Requirements

YOUR PROFILE:
Required
• Bachelor’s degree in Marketing, Engineering, Design, or a related field, or the equivalent education and/or experience.
• Minimum of 3-4 years work experience in user-centered service and/or design, e.g. creation of customer journeys, service blueprints, experience flows, as well as definition of touchpoints, and design/interaction guidelines, human-centered research methodology and (ethnographical) interviewing.
• Proven and successful at delivering a product design, from design to launch.
• Familiarity with research tools and techniques such as Crazy Egg, Google Analytics and Optimize, usertesting.com, customer interviews, small-focus groups, and surveys.
• Experience of using design thinking principles or methods, facilitating Design Thinking workshops and trainings.
• Business knowledge paired with outstanding analytical, conceptual, and design thinking skills.
• Proven ability to create new service designs based on relevant user insights and to effectively communicate them to stakeholders.
• Work under time constraints on several tasks and projects simultaneously, as well as a marked ability to work in cross-functional teams.

Preferred
• Master's Degree
• Retail industry and luxury is a plus.
• Arabic (written and spoken) is preferred.
• Agency or consultancy is preferred.

COMPETENCIES
• User Experience Design
• Project Management
• Design Thinking
• Customer Experience Management (CEM)
• Customer Behavior and Preferences
• Customer Analytics
• Process Mapping/Flowcharting
• Demonstrating Personal Resilience & Adapting to Change
• Demonstrating Customer Centricity
• Technical
• Understanding & Developing Self
• Driving Results
• Training Delivery
• Market Research
• Communicating effectively
• Collaborating & Influencing with Respect & Trust
• Being Inclusive
• Business Acumen
• User Acceptance Testing (UAT)

What we can offer you
With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

About the Company

The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.

By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the group's success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Group's competitive edge in today's market.

By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.

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Designer salaries in UAE

Average monthly compensation
AED 9,000

Breakdown available for industries, cities and years of experience