Position Purpose
The Customer Experience Senior Business Partner position is responsible for the overall customer experience. He/she is responsible to ensure customer satisfaction with all touch points within KRH and employee/ customer interaction, effective employee/labor relations, and compliance with audit and budget key performance indicators. He/she is also responsible to define Customer Experience Strategy, and design and implement differentiated cross-channel branded customer experiences and treatments to drive competitive differentiation and financial results.
The CX Sr. Business Partner has dual reporting solid to the Operations senior Manager and dotted to the CX Team Leader under CSO Department in BIG
Tasks, Duties and Responsibilities (TDR)
Below is a list of material responsibilities and essential duties which must be completed to achieve the objectives of this position
- Ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
- Define and implement standards/procedures for ensuring optimal customer experience
- Employ a variety of analysis tools such as best practice surveys to improve customer experiences
- Ensure the compliance of all company’s activities with acceptable standards of customer service
- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
- Analyzing "voice of the customer" (VOC) and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors
- Executing CE assessments and gap analyses (VOC, Best Practices, and Competitive)
- Gathering customer feedback, analyzing it and then design specific practices that KRH can put into place so that their customers benefit while profits also improve
- Assisting company general managers in overseeing the merchandising and delivery of high quality customer service to clients
- Providing quick response to client inquiries and questions
Job Details
| Posted Date: | 2019-04-09 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Management |
| Company Industry: | Financial Services |
Preferred Candidate
| Career Level: | Management |
| Gender: | Male |
| Nationality: | United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen |
| Degree: | Bachelor's degree |
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