Job Purpose:
Responsible for analyzing end-to-end customer journeys, identifying service gaps, and driving improvement initiatives across products, operations, and digital platforms. The role focuses on Voice of Customer (VOC) insights, process enhancement, journey mapping, and CX governance to improve satisfaction, reduce effort, and increase loyalty.
Job Description:
Customer Journey Mapping & Experience Design:
- Map and continuously update end-to-end customer journeys (onboarding, payments, support, returns, complaints, etc.).
- Identify CX gaps, friction points, and bottlenecks across digital and physical channels.
- Collaborate with UX/UI, Product, Operations, and IT teams to improve experience touchpoints.
VOC (Voice of Customer) Insights & Analytics:
- Collect and analyze customer feedback from NPS, CSAT, CES, App reviews, Social, and Complaints.
- Drive root cause analysis for recurring issuesclassify by failure category (Process, System, Policy, People, Partner).
- Present monthly VOC insights, complaint heatmaps, and opportunity dashboards to management.
- Experience improvement & CX Projects
- Design and execute CX improvement initiatives (compensation matrix, automation, zero-touch journeys).
- Collaborate with internal stakeholders to redesign policies, SLAs, and escalation flows.
- Track impact of CX initiatives on customer satisfaction, churn, retention, complaints, and digital adoption.
CX Governance & Standards:
- Ensure policies and SOPs reflect customer-centric principles.
- Develop CX playbooks, service standards, and communication tone guidelines.
- Support implementation of CX frameworks: Net Promoter System, Service Blueprinting, Design Thinking.
Reporting & Business Impact:
- Prepare CX insights reports and dashboard summaries for Product, Operations, and CEO-level reviews.
- Translate CX metrics into business impact (revenue recovery, churn prevention, retention, complaint cost).
- Support CX benchmarking against competitors and best-in-class apps.
Key KPIs:
- Reduction in Contact Rate / Failure Points
- Improvement in NPS / CSAT / CES
- Complaint Resolution Time Reduction
- Digital Adoption & Journey Completion Rate
- CX ROI / Revenue Protection / Churn Reduction
Qualifications:
- 25 years of experience in Customer Experience, Service Design, Quality Assurance, Product Operations, or Process Improvement
- Bachelor's degree in business, marketing, service design, industrial engineering, or any related field
- Knowledge in [CX & analytics NPS, CSAT, root cause analysis, journey mapping, service blueprinting tools excel, power BI, CRM analytics, dashboard tools Business Understanding product lifecycle, user behavior, digital conversion, SLAs]
- Experience in fintech, eCommerce, logistics, or tech-driven services is a plus.
- Strong presentation & reporting skills
- Excellent English & Arabic
