Customer Experience Improvement

Job Summary

JD Logistics, a leading global supply chain and logistics provider, is seeking a dynamic Customer Experience Improvement Manager to drive enhancements in our intercontinental operations based in Dubai. This role focuses on monitoring performance, analyzing data, optimizing processes, and ensuring seamless customer experiences across our expanding Middle East network. The ideal candidate will leverage data-driven insights to identify and resolve issues, promote cross functional improvements, and align with our commitment to excellence in logistics services. This position plays a pivotal role in elevating operational capabilities and achieving strategic experience targets in a fast paced, international environment.

Key Responsibilities

• Establish an intercontinental experience dashboard to monitor key intercontinental performance indicators, ensuring frontline teams are aware of the experience data and achievements.
• Through data analysis, identify core issues, establish evaluation and inquiry mechanisms, recognize cases, thereby identifying projects that can be improved and optimized.
• Drive the identification of quality problems, improvement actions in each link, and close the loop on experience issues.
• Break down the target values for each link based on the objectives, thereby achieving the overall experience target results.
• View problems from the customers perspective, promote the optimization of processes and mechanisms across all links within the intercontinent, and differentiate the formulation of processes and mechanisms on a unified intercontinental level, enhancing the overall operational experience capability of the intercontinent, and addressing intercontinental issues that cannot be resolved, requiring feedback and decision making escalation.
• Collaborate with cross functional teams, including operations, IT, and frontline staff, to implement data driven initiatives and foster a culture of continuous improvement.
• Conduct regular audits and feedback sessions to track progress on experience enhancements and report on key metrics to senior leadership.
• Stay abreast of industry trends in logistics and customer experience, adapting strategies to align with regional regulations and market demands in the Middle East.

Qualifications & Requirements

• Bachelors degree in Business Administration, Supply Chain Management, Data Analytics, or a related field; Masters degree preferred.
• Minimum 5-7 years of experience in customer experience, operations improvement, or data analysis roles, preferably in logistics, e commerce, or supply chain sectors.
• Proven track record in dashboard development, data analysis tools (e.g., Tableau, Power BI, Excel), and process optimization.
• Strong understanding of intercontinental logistics operations, with experience in the Middle East market being a significant advantage.
• Excellent analytical, problem solving, and project management skills, with the ability to handle complex, multi link processes.

Job Details

Role Level: Mid-Level
Work Type: Full-Time
Country: United Arab Emirates
City: Dubai
Company Website: