التاريخ
Job description:
Roles & Responsibilities:-
- Support the CX Leader to establish and follow a well-defined design process each time an experience is created or changed
- Research customer insights to define and prioritize experience requirements and opportunities for improvement
- Assess, document, track, and report resolution of experience gaps across touch points
- Assist the CX Leader to identify interdependencies across people, process and technology that impact design of the customer experience
- Be part of iterative ideation and prototyping (e.g., design thinking) process to engage customers and employees in the co-creation of enhanced or innovative experiences.
- Support the CX Leader by connecting with local stakeholders and gain a deeper understanding of the different touchpoints and channels to leverage local expertise and ensure a coordinated and symphonic customer experience across the Aramex network.
- Work with cross-functional teams in commercial, operations, quality, digital and other functions to forecast and drive change with CX metrics.
- Support the CX Leader to pilot and lead the implementation of special projects/initiatives in certain locations and taking it globally based on the success achieved.
- Work with the CX Leader to identify journey efficiencies and create a scalable customer communication plan to leverage customer experience.
- Conduct user interviews and research and A/B testing with internal stakeholders and external customers.
- Conduct analysis of daily customer interactions and drop-off points to propose improvements accordingly.
- Perform market research and stay updated in Customer Experience, User Experience or Design Thinking trends
Skills & Capabilities: -
- Bachelor’s in Industrial Engineering, Business or relevant field
- 0 - 2 years’ experience
- Excellent communication skills
- Excellent command of English
- Excellent analytical skills
- Knowledge of Lean Principles or Design Thinking is a plus
- Flexibility to travel
الدولة
الاردن
