Director of Customer Experience Improvement

4 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Job Title: Director of Customer Experience Improvement

Job Description:

We are seeking a highly skilled and experienced professional to lead our customer experience improvement efforts. The successful candidate will be responsible for analyzing customer satisfaction trends, identifying areas for improvement, and implementing effective solutions.

Customer Experience Analysis:

  • Conduct thorough analysis of customer feedback and satisfaction data to identify key areas for improvement.
  • Analyze service quality metrics, such as Net Promoter Score (NPS), Customer Satisfaction Index (CSI), and Complaint Per Million (CPM).

Drive Improvement Initiatives:

  • Collaborate with cross-functional teams to develop and implement action plans that address customer experience challenges.
  • Lead initiatives aimed at improving the overall customer experience, including complaint handling, process optimization, and system enhancements.

Customer Care and Complaint Handling:

  • Ensure that customer complaints are handled effectively and efficiently, in line with industry best practices.
  • Work closely with Level-1 & Level-2 Teams to ensure timely resolution of customer issues and share feedback to improve procedures.

Touchpoint Process & System Improvement:

  • Assess customer touchpoints and identify opportunities for process optimization.
  • Work with relevant departments to refine complaint handling systems and workflows, ensuring an integrated and seamless experience across all customer interactions.

Industry Best Practices:

  • Stay up-to-date with the latest industry trends and best practices for improving CSI and NPS.
  • Provide insights and recommendations on emerging technologies and services that could enhance customer engagement.

Eligibility Criteria:

  • Bachelor's degree in Business Administration or related field.
  • Minimum 8 years of experience in customer experience, customer service, sales & marketing or related domains.

  • Customer Experience Director

    1 week ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    The Store Manager plays a crucial role in driving sales growth, improving store performance, and delivering exceptional customer experiences. As a key member of our retail team, you will be responsible for overseeing all aspects of store operations, from employee management to merchandise planning, and will be expected to develop and implement sales...

  • Experience Improvement Specialist

    1 week ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    We are seeking a customer-focused and data-driven professional to join our team as a Product Experience Analyst. In this role, you will be responsible for analyzing customer feedback and data to identify areas for improvement and develop strategies to enhance the customer experience.ResponsibilitiesAnalyze customer feedback and data to identify trends and...

  • Assistant Director

    6 days ago

    Islamabad, Islamabad, Pakistan University of Haripur Full time

    Riphah International University Jobs in IslamabadGender: Male and FemaleResponsibilities and Skills:ConfidenceSelf-motivationTime management and multi-taskingPeople skills and diplomacySet etiquette and attention to detailIT skillsAvailable Positions: Senior Registrar, Assistant Director, Research Associate, LecturerJob Details: Assistant Director jobs in...

  • Director Of Audit

    2 weeks ago

    Islamabad, Islamabad, Pakistan ISMMART Group of Companies Full time

    Job Description:Job Description:We are seeking a Director of Audit – Hospitality to ensure financial and operational integrity across ISMMART's hospitality properties. The Director will be responsible for conducting internal audits, assessing risks, and ensuring adherence to financial and operational standards. This role requires extensive experience in...

  • Sr. Executive Customer Experience

    4 days ago

    Islamabad, Islamabad, Pakistan Zong CMPak Ltd Full time

    Department & Function: Customer Experience ManagementPosition: Sr. Executive Customer ExperienceLocation: IslamabadReporting to: Deputy Director Customer ExperienceJob Type: PermanentJob Purpose:Sr. Executive Customer Experience Management will play a key role in enhancing customer satisfaction by analyzing and improving the overall service experience...

  • Director of Process Improvement

    7 days ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    The Head of Operations is a critical role that requires a strategic thinker with exceptional leadership skills. The successful candidate will have a proven track record of driving process improvements, streamlining workflows, and enhancing customer satisfaction through improved processes.The ideal candidate will have a deep understanding of data analytics...

  • Director of Customer Experience

    24 hours ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    ResponsibilitiesManage marketing activities, including planning, execution, and evaluation of campaigns.Provide exceptional customer service and support to clients and customers.

  • Customer Experience Leader

    1 week ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    Customer Experience LeaderWe are seeking an experienced Customer Experience Leader to join our team. As a leader in customer service, you will be responsible for overseeing the daily operations of a team of customer service representatives.Your main goal will be to ensure that the team provides exceptional customer service and meets performance targets. You...

  • TikTok Shop Customer Experience Lead

    7 days ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    The ideal candidate for this role will be a results-driven professional with a passion for e-commerce and social media.About the PositionThis is a senior-level position within our organization, reporting directly to the Director of E-commerce.You will be responsible for leading and executing our TikTok Shop strategy, managing a team of customer-facing...

  • Customer Experience Lead

    4 days ago

    Islamabad, Islamabad, Pakistan beBee Careers Full time

    Job Title: Customer Experience LeadJob Description:We are seeking an experienced professional to lead our customer experience team. The successful candidate will be responsible for driving customer experience initiatives, analyzing customer feedback, and implementing effective solutions.Customer Experience Strategy:Develop and implement a comprehensive...