A CX Specialist is responsible for driving end-to-end customer experience excellence by analysing key metrics (NPS, CSAT) identifying insights, and leading improvement initiatives. The role involves owning customer journey mapping, validating and providing feedback on wireframes and prototypes (e.g., Figma), and ensuring seamless, user-centric design. The specialist collaborates cross-functionally to resolve pain points, implements process and communication enhancements, and leads Voice of Customer programs to continuously optimize customer satisfaction, loyalty, and overall experience outcomes.
CX Specialist – Key Responsibilities
- Monitor and analyze key customer experience metrics (NPS, CSAT, CES), identify trends, and provide actionable insights to drive continuous improvement.
- Lead the planning, execution, and governance of CX improvement initiatives, ensuring alignment with business objectives and measurable outcomes.
- Develop, manage, and maintain CX project documentation, including roadmaps, timelines, and performance dashboards to track progress and impact.
- Own end-to-end customer journey mapping and analysis, identifying pain points, moments of truth, and opportunities for experience enhancement.
- Review, validate, and provide structured feedback on customer journey wireframes and prototypes (e.g., Figma) to ensure alignment with customer needs, usability best practices, and CX standards.
- Collaborate closely with Product, UX/UI, and Technology teams to refine designs and ensure seamless translation of customer journeys into intuitive digital experiences.
- Design and implement process improvement initiatives to optimize customer interactions, reduce friction, and enhance overall satisfaction.
- Drive proactive customer communication strategies, ensuring timely, relevant, and personalized engagement across key touchpoints.
- Lead user testing and feedback loops, leveraging customer insights to influence product design, digital experiences, and continuous iteration.
- Engage directly with customers and customer-facing teams to gain deep qualitative insights and strengthen customer-centric decision-making.
- Collaborate cross-functionally (Product, Operations, Service, Marketing) to address customer pain points, resolve root causes, and improve overall experience and loyalty.
- Design and execute customer outreach and Voice of Customer (VoC) programs, leveraging surveys, campaigns, and feedback channels to gather insights and build stronger customer relationships.
Key Requirement – Arabic Language Proficiency
- Fluent Arabic speaking and writing, with strong command of Middle East dialects
