Job Summary
The Customer Experience Specialist will support the design, measurement, and improvement of customer journeys and service quality across all customer touchpoints. The role will analyze customer feedback and performance metrics, identify pain points, and drive corrective actions with internal stakeholders to enhance customer satisfaction and loyalty.
Key Responsibilities
- Monitor and analyze CX performance (NPS, CSAT, CES, complaints trends) and produce periodic reports.
- Manage Voice of Customer (VoC) inputs from all channels and translate insights into improvement actions.
- Support customer journey mapping, identify pain points, and recommend process and service enhancements.
- Coordinate complaint and escalation root-cause analysis and follow up on corrective and preventive actions.
- Partner with Operations, Claims, Underwriting, Sales, IT, and Digital teams to implement CX initiatives.
- Support service quality audits and ensure adherence to CX standards and service procedures.
- Contribute to customer communications, FAQs, and knowledge content to reduce repeat contacts.
- Track improvement plans, maintain action logs, and ensure timely closure with evidence.
- Support CX governance activities (workshops, minutes, action items, and status updates).
Qualifications
- Bachelor's degree in Business, Marketing, Customer Experience, Industrial Engineering, or related field.
- 25 years of relevant experience in Customer Experience, Service Quality, Customer Care, or Customer Success.
- Strong understanding of CX measurements and frameworks (NPS, CSAT, CES, VoC).
- Strong analytical and reporting skills; ability to convert data into actionable recommendations.
- Excellent communication and stakeholder management skills.
- Proficiency in MS Office (Excel, PowerPoint); Power BI is a plus.
- Arabic fluency; English professional proficiency.
- Experience in insurance or regulated service industries is preferred.
Success Measures (KPIs)
- Improvement in NPS/CSAT/CES within assigned scope.
- Reduction in repeated complaints and escalation recurrence.
- Closure rate and timeliness of CX action items.
- Quality and consistency of CX reporting and insights.
- Measurable improvement in key customer journey pain points.
