الوصف الوظيفي
Title: Senior Manager, CX Design & Improvement Division: Corporate Brand and Marketing - Customer Experience - CX Design and Improvement
Reporting to: Director, Customer Experience
Role Purpose: Our Client is currently investing in building our Customer Experience capabilities. Accordingly, we are recruiting for a number of roles to drive us forward on our transformation journey and are interested in talking to CX professionals for our different Operating Companies (OpCos) and their corresponding Business Units (BU) whether it be Shopping Malls, Retail, Leisure & Entertainment, Cinemas, Financial Services and our residential businesses.
As a Senior Manager, CX Design & Improvement, you will oversee all journey redesign efforts across the Group and provide direction to the different teams across the different OpCos and BUs. You will manage strategic CX design partnerships from vendor selection to resource allocation.
Role Details:
Key Responsibilities and Accountabilities:
• Oversee the overall customer journey design & improvement efforts across the Group
• Provide guidance and advice to BUs on journey redesign as well as on how to set up journey redesign teams with internal and external design resources
• Develop a strong understanding of the company’s key cross-BU customer journeys
• Audit design landscape to monitor best in class design firms
• Manage external CX design partnerships (e.g. with freelancers, contractors, agencies including agreeing scope of work, SLAs and on-boarding)
• Allocate internal and external design resources to projects
• Initiate and lead qualitative and quantitative customer research for cross-BU journeys/ touchpoints to generate actions for continuous improvement
• Coordinate redesign of cross-BU journeys
• Provide and update Group-wide journey redesign toolkit (including design thinking techniques)
• Collect and create knowledge on new CX trends, best practices, technologies, capabilities and methods (“futuring”)
Personal characteristics:
• Ability to effectively communicate a customer centric agenda to generate understanding & buy-in amongst operations groups
• Strong experience using CX design, strategic and innovation methodologies
• A strong sense of ownership, a passion for driving results and a desire to question the status quo.
• Excellent communication skills
• Strong vendor management and negotiation skills • Strong leadership skills, ability to inspire employee commitment and motivation
• Experience with design thinking and agile methodologies
المهارات
Experience
• 10+ years’ experience in project management / studio operations (e.g., Head of operations at design studios, or client side internal studios.) Education
• Master’s degree preferably in design, business, market research, innovation or similar field
The candidate should be a natural when it comes to:
• Stakeholder management, as the successful candidate will be working with his/her immediate team as well as different teams and squads from other BUs and OpCos
• Driving impact: early on and throughout the job; be a change agent
• Dealing with ambiguity: this is a new position where the candidate will take part in crafting his/her own role, working with multiple stakeholders in an environment that is currently undergoing transformation
تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة البيع بالتجزئة/البيع بالجملة; الترفيه
طبيعة عمل الشركة شركة توظيف
الدور الوظيفي التسويق والعلاقات العامة
نوع التوظيف دوام كامل
الراتب الشهري $8,000 - $9,000
عدد الوظائف الشاغرة 2
الرقم المرجعي للوظيفة JB3846075
المرشح المفضل
المستوى المهني إدارة
عدد سنوات الخبرة الحد الأدنى: 10
الشهادة ماجستير
https://www.bayt.com/ar/uae/jobs/senior-manager-cx-design-and-improvement-3846075/
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