Assistant Manager - Customer Experience Management
Current1. Manage customer experience projects, events and provide action plans to improve customer interaction.2. Perform gap analyses through surveys, mystery shopping and other related activities to assess customer experience levels and ensure meeting objectives within the desired service levels. 3. Analyze "voice of the customer" (VOC) project results, behavioral information and other related initiatives to understand level of customer satisfaction and provide deep insights of customer… Show more 1. Manage customer experience projects, events and provide action plans to improve customer interaction.2. Perform gap analyses through surveys, mystery shopping and other related activities to assess customer experience levels and ensure meeting objectives within the desired service levels. 3. Analyze "voice of the customer" (VOC) project results, behavioral information and other related initiatives to understand level of customer satisfaction and provide deep insights of customer needs and behaviors.4. Act as a partner and work closely with the multiple channels to identify customer experience requirements and expectations to meet and exceed the required level. 5. Coach and support assigned area`s/teams on customer experience guidelines and plans to provide a reliable platform for the business operations and improve service excellence throughout Boubyan`s channels.6. Review customer issues/inquiries and resolve with in an efficient and effective manner.7. Generate reports to monitor progress and provide a review of service/performance levels against agreed objectives.8. Assist in recommending/implementing new methods and tools to identify gaps and reach the desired customer experience satisfaction level. 9. Perform a variety of tasks within the general scope of the job and others that may be assigned by the management. Show less
