Overview
Customer Experience Specialist Jobs in Riyadh, Saudi Arabia at EMKAN | إمكان
Title: Customer Experience Specialist
Company: EMKAN | إمكان
Location: Riyadh, Saudi Arabia
JOB PURPOSE
Keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders such as product design , development, sales, marketing, account management and so on, in order to keep fine-tuning the customer’s experience.
• Carrying out extensive market research/surveys and competitor analysis to determine what consumers want from a finance companies
• Designing and planning initiatives to improve overall customer experience and uplift revenue in the designated area.
• Design, conduct and manage user acceptance tests for marketing products & services to ensure successful delivery of business objectives.
• Do the Customer Experience measurement and insights (For ex: calculate NPS, CSAT and CES)
• Analysis customer feedback and comments and take action to improve the customer experience
• Analysis the product journey by facilitating the experience and provide the comments to related team to fix it
• Conducting the relevant financial analysis on Data product and CX services to determine delivery of business objectives
• Collaborating with the marketing team, reviewing materials that highlight the product’s features and benefits for Digital space and campaigns
• Working closely with the product team to educate internal and external stakeholders (such as Sales and Customer Care) on the features and benefits of our product.
• Assessing the marketing campaign’s ongoing support for the product’s effectiveness, as well as informing the company of any changes that are required.
• Do any task requested by line manager.
QUALIFICATIONS AND EXPERIENCE
Bachelor Degree
Experience
• Minimum 0-3 years of experience with preference in the financial sector
Knowledge and Skills
• Strong Knowledge of Performance Evaluation.
• Understanding of assessment centre.
• Proficient in MS Office
• Solid Understanding of Reporting.
• Excellent communicator
• Well organized
• A leader and strategic thinker
• Strong analytical skills
• Strong Problem-solving ability
