Customer Experience Leader

5 days ago

Lahore, Punjab, Pakistan beBeeCustomer Full time 800,000 - 1,200,000
Job Opportunity

Experience an exceptional customer experience by overseeing the performance analysis, optimization, and process improvement suggestions for customer experience.

Key Responsibilities
  • Monitor the performance of customer experience initiatives and propose strategies for enhancement.
  • Use project management tools to track progress, escalate issues, and report on key performance indicators (KPIs) to leadership.
  • Identify areas for operational improvement, applying best practices to enhance customer experiences and streamline internal processes.
  • Implement service functions to address customer pain points across the pre, live, and post-delivery stages.
  • Collaborate closely with cross-functional teams to drive customer touchpoint feedback analysis and recommend process improvements.
  • Manage internal stakeholders to set expectations and influence decisions.
  • Work with the Shared Service Centre to implement regional and global best practices for customer experience management.
  • Ensure seamless rollouts of new vendor products in collaboration with product rollout teams.
  • Continuously monitor and identify potential factors that impact customer satisfaction, actively working to leverage positive factors and mitigate negative ones.
Qualifications
  • 4+ years of experience in analytical roles, particularly in customer experience, support and operations management.
  • Hands-on experience delivering projects.
  • Ability to analyze data and use insights to drive decision-making and process improvement.
  • Proficiency in Excel and Google Workspace.
Benefits
  • Opportunity to work in a fast-paced environment.
  • Chance to collaborate with cross-functional teams.
  • Professional growth and development opportunities.

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