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… 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

CCXP Trainer Design Thinking Trainer Customer Experience Trainer and Speaker Consumer Behavior LecturerMarket Research Lecturer Customer Insights Lecturer

I served as a judge for the International Customer Experience Awards 2024I joined an esteemed committee of industry experts from around the globe. In this role, I evaluated and score submissions across several categories, including Best Customer Service, Best Business Operations Process (BOP), and Best Citizenship Experience. This rewarding opportunity allowed me to assess innovative strategies, impactful solutions, and excellence in customer experience practices demonstrated by… Show more I served as a judge for the International Customer Experience Awards 2024I joined an esteemed committee of industry experts from around the globe. In this role, I evaluated and score submissions across several categories, including Best Customer Service, Best Business Operations Process (BOP), and Best Citizenship Experience. This rewarding opportunity allowed me to assess innovative strategies, impactful solutions, and excellence in customer experience practices demonstrated by organizations worldwide. Through our rigorous judging process, we aimed to recognize and celebrate businesses that set new standards in customer experience and commitment to community. Show less