CXP Project Associate

CXP Project Associate

Title: CXP Project Associate

Function: Experience Excellence (EX-EX) Reports to: Director CXP Operations

Role Purpose

The CXP Project Associate is responsible for driving the execution of customer experience initiatives across UAE and KSA. This role ensures that roadmap initiatives move from insight to implementation through structured project management, cross-functional coordination, and data-driven follow-through.

The role acts as the operational backbone of the CXP roadmap, ensuring disciplined execution, measurable impact, and governance visibility.

Key Responsibilities

1. End-to-End Initiative Execution

Drive execution of assigned CXP initiatives from planning to delivery.

Ensure defined milestones, ownership clarity, and on-time completion.

Track measurable impact across NPS, CPGO, sentiment, and journey KPIs.

Identify risks and escalate proactively.

2. Cross-Functional Project Management

Lead initiatives improving delivery, returns, refunds, checkout, cancellation, and OOS journeys.

Align with Tech, Logistics, Commercial, and Product teams.

Drive EAD accuracy, return/cancellation improvements, and systemic friction removal.

Follow up on action items, timelines, and dependencies.

Ensure customer impact is reflected in project prioritization.

Maintain clear documentation of scope, timelines, and outcomes.

3. Journey & VOC Leadership

Lead journey mapping and VOC analytics.

Translate customer feedback into prioritized cross-functional fixes.

Close the loop between customer insight and measurable business impact.

4. Data, Dashboards & Reporting

Prepare weekly and monthly dashboards tracking:

o NPS trends

o CRR & CPGO impact

o Escalation patterns

o Online sentiment & reviews

Conduct root-cause analysis on experience declines.

Support governance reviews with structured reporting.

5. Experience Improvement Streams

Lead and manage focused workstreams such as:

CRR reduction initiatives

NPS recovery programs

App journey or checkout fixes

Delivery & return experience improvements

Chatbot experience monitoring

VOC-to-action execution

Ensure each stream has:

Clear KPI targets

Defined owner matrix

Measurable before/after performance tracking

6. Roadmap & Governance Support

Support the CXP Excellence Lead in managing the annual roadmap.

Track roadmap success rate.

Prepare materials for Weekly EX-EX governance and Monthly Leadership reviews.

Ensure structured follow-through on customer-impacting actions.

KPIs & Performance Measures

Roadmap Delivery Rate

Project On-Time Completion %

CRR Reduction Contribution

NPS Improvement Contribution

VOC Insight Execution Rate

Escalation Root-Cause Closure Rate

Ideal Profile

2 to 3 years experience in CXP, Operations, Project Management, or Consulting.

Strong analytical skills (Excel, BI tools, dashboards).

Experience working cross-functionally with multiple stakeholders.

Highly organized with strong follow-up discipline.

Comfortable working in fast-paced transformation environments.

Experience in e-commerce or digital platforms preferred.