Sr. Specialist Voice of Customer - أخصائي أول صوت العميل

JOB CONTENT
To support the design, analysis, optimization, and continuous improvement of end-to-end customer journeys across all customer segments and touchpoints. The role is responsible for identifying customer pain points, mapping customer interactions, improving service experiences, and driving customer-centric process enhancements that contribute to increased customer satisfaction, operational efficiency, and digital adoption

2. Duties and Responsibilities
Strategic:

Support the implementation of the Bank’s customer journey management framework and customer experience strategy.
Participate in customer journey mapping initiatives across all customer segments, products, and services.
Support the identification of strategic customer pain points and opportunities for journey enhancement.
Contribute to customer-centric transformation initiatives aimed at improving customer satisfaction and operational efficiency.
Benchmark customer journey management practices against industry best practices and leading financial institutions.

Operational:

Develop and maintain end-to-end customer journey maps covering customer interactions across physical, digital, and assisted channels.
Analyze customer journeys to identify bottlenecks, service gaps, process inefficiencies, and customer effort drivers.
Conduct customer journey workshops with business units and stakeholders to understand customer needs and expectations.
Monitor journey performance metrics including turnaround times, customer effort scores, digital adoption rates, and customer satisfaction indicators.
Work closely with Voice of Customer, Digital Experience, Contact Center, and Customer Complaints teams to identify opportunities for journey improvements.
Support redesign initiatives aimed at simplifying customer processes and improving service delivery.
Track and monitor implementation of customer journey improvement initiatives across business units.
Prepare journey analytics reports, dashboards, presentations, and recommendations for management review.
Support customer experience maturity assessments and journey governance activities.
Collaborate with Digital Transformation and IT teams to ensure customer-centric design principles are embedded in digital solutions and platforms.
Support process improvement initiatives that contribute to reducing turnaround times, improving service quality, and enhancing customer satisfaction.
Maintain customer journey repositories, documentation, standards, and templates.
Perform any other relevant task assigned from time to time by the Head of Customer Experience.

People:

Promote customer-centric thinking and journey-based decision-making across the organization.
Support customer journey awareness and capability-building initiatives.
Contribute to knowledge sharing and dissemination of customer journey best practices.

KEY INTERACTIONS

1. Internal

· Head of Customer Experience

• Manager Customer Experience Center

• Specialist Voice of Customer

• Specialist Digital Experience

• Contact Center Team

• Customer Complaints Team

• Digital Transformation

• Information Technology

• Operations

• Product Development Teams

• All Business Units and Branches

· Human Capital (for CX initiatives)

– As per operational activities

2. External

· Customers

• Customer Experience Consultants

• Research and Survey Providers

• Technology Vendors

• Service Design Partners

– As part of operational activities

3. Level of external interaction

– This position requires a medium level of external interaction

MINIMUM EDUCATION, QUALIFICATIONS & SKILLS

Education:

Bachelor's Degree in Business Administration, Customer Experience, Marketing, Industrial Engineering, Service Design, Banking, or related discipline.

Experience:

4–6 years of relevant experience in customer experience, customer journey management, process improvement, service design, business analysis, operations excellence, or related fields.

Special Skills & Knowledge:

· Knowledge of Customer Journey Mapping methodologies and tools.

· Understanding of Customer Experience principles and best practices.

• Experience in process mapping, service design, and customer-centric transformation initiatives.

• Strong analytical and problem-solving skills.

• Knowledge of customer research and customer behavior analysis techniques.

• Experience with customer experience metrics including NPS, CSAT, CES, and customer effort measures.

• Strong facilitation, presentation, and stakeholder management skills.

• Proficiency in Microsoft Office applications and reporting tools such as Power BI.

Business Understanding:

– This position requires a medium level of business understanding

ADDITIONAL QUALIFICATION /CERTIFICATION REQUIRED

Professional certifications in Customer Experience, Service Design, Business Process Management, Lean Six Sigma, or related disciplines are preferred.

HEALTH, SAFETY AND ENVIRONMENT

– This position follows all the HSE procedures as set by the company

KEY COMPETENCIES
– Customer Centricity

– Analytical Thinking

– Process Improvement

– Problem Solving

– Stakeholder Management

– Communication Skills

– Innovation

– Collaboration

– Continuous Improvement

– Results Orientation

WORK ENVIRONMENT

– This position enjoys working in a comfortable airconditioned office