customer experience leader

GE HealthCare

<div><h1 class="jobSectionHeader">Job Description Summary</h1>
Africa Customer Experience Leader is responsible for the definition and execution of the customer satisfaction and experience programs across Africa. This role drives Customer Service Center Processes, Customer Experience and Customer Problem/Complaint Escalation Processes and Programs, FMI execution and Recall FMI linearity across Africa. It combines operational leadership, digital tool deployment, customer advocacy, training coordination, and strategic account support to ensure a seamless and impactful service experience.<h1 class="jobSectionHeader">
Job Description</h1><h2 class="jobSectionHeader">
Scope &amp; Strategic Focus</h2><ul><li>
Lead strategic initiatives to elevate service center excellence across Africa.</li><li>
Align processes, share best practices, and enhance agent performance visibility.</li><li>
Support the Product Service GM by connecting global and regional teams across commercial, product, service, and marketing functions.</li></ul><h2 class="jobSectionHeader">
Customer Experience &amp; Escalation Management</h2><ul><li>
Drive escalation culture and execution, ensuring timely resolution of CSO cases.</li><li>
Manage CSO cases, coordinate cross-functional resolution, maintain documentation, and ensure compliant customer communication.</li><li>
Own customer experience and complaint escalation programs across Africa.</li><li>
Oversee Field Modification Instructions (FMI) execution, ensuring timely closure and regulatory compliance.</li><li>
Monitor long-open jobs and FMI actions to ensure resolution and satisfaction.</li><li>
Maintain customer satisfaction tools with updated action plans and statuses.</li><li>
Ensure process alignment and promote adherence to enhance service efficiency.</li><li>
Create visibility for management and teams to drive transparency and continuous improvement.</li><li>
Facilitate communication between regional and LCT teams on process changes and initiatives.</li></ul><h2 class="jobSectionHeader">
Tools &amp; Systems Deployment</h2><ul><li>
Promote and coordinate deployment of GEHC digital CX tools (AgentX, myGEHC Experience, Genesys).</li><li>
Drive adoption and effective utilization across internal teams.</li></ul><h2 class="jobSectionHeader">
Performance Monitoring &amp; Continuous Improvement</h2><ul><li>
Own and track key service center KPIs, including productivity and operational metrics.</li><li>
Lead CSAT process across Africa, ensuring consistent measurement and follow-up.</li><li>
Analyze feedback and resolution times to identify improvement opportunities.</li><li>
Drive continuous improvement initiatives for service and customer experience.</li></ul><h2 class="jobSectionHeader">
Voice of the Customer</h2><ul><li>
Represent the operational voice of the customer, translating feedback into actions.</li><li>
Manage hot cases and maintain updated workflows and action plans.</li><li>
Escalate concerns from surveys and customer interactions.</li></ul><h2 class="jobSectionHeader">
Cross-Functional Collaboration</h2><ul><li>
Partner with Parts &amp; Fulfilment to address parts-related issues impacting CX.</li><li>
Support MCTs with improvement actions and escalate critical issues.</li><li>
Advocate for customers in parts-related matters to ensure visibility and resolution.</li></ul><h2 class="jobSectionHeader">
Training Coordination</h2><ul><li>
Track and coordinate EHS, quality, and technical trainings across Africa.</li><li>
Collaborate with MCTs to identify training needs and ensure compliance.</li><li>
Maintain training roadmaps aligned with installed base and service needs.</li></ul><h2 class="jobSectionHeader">
Strategic Account Management</h2><ul><li>
Ensure hyper support for strategic accounts in collaboration with MCTs.</li><li>
Lead quarterly reviews focused on CX, escalations, and service delivery.</li><li>
Resolve strategic account escalations and ensure visibility to leadership.</li><li>
Monitor and engage proactively to protect satisfaction of high-value accounts.</li><li>
Define and improve service delivery processes for strategic customers.</li><li>
Advocate for CSL investments to support strategic account performance.</li></ul><h2 class="jobSectionHeader">
Qualifications</h2><ul><li>
Bachelor&rsquo;s degree in Business, Engineering, or related field</li><li>
5+ years of experience in customer service operations, preferably in a regional or multi-country role</li><li>
Proven track record in escalation management and cross-functional coordination</li><li>
Strong understanding of service delivery processes and digital tools</li><li>
Excellent verbal, written and communication skills in English &amp; Arabic</li></ul><h2 class="jobSectionHeader">
Preferred Skills</h2><ul><li>
Experience with GEHC tools (AgentX, myGEHC Experience, Genesys) is a strong advantage</li><li>
Excellent communication and stakeholder management skills</li><li>
Analytical mindset with a focus on KPIs and continuous improvement</li><li>
Ability to work independently and lead initiatives across diverse teams</li></ul><h2 class="jobSectionHeader">
Inclusion and Diversity</h2>
GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law.
Our total rewards are designed to fuel your ambition by providing the flexibility and support you need to turn your ideas into impactful realities. Our compensation and benefits align with what you'd expect from an organization of global reach and scale. You'll find yourself surrounded by career opportunities in a culture that fosters care, collaboration, and support.
#LI-AK3<h1 class="jobSectionHeader">
Additional Information</h1><div><div><div><div><div><div><div>
Relocation Assistance Provided: No</div></div></div></div></div></div></div></div>

Customer Experience Leader, AFRICA

Telda

<div>
 
 Job Overview:
 
 
 As a Team Leader, you will lead a team of agents, ensuring that they meet performance standards and effectively serve clients. You will be responsible for developing your team's skills, providing mentorship, and managing the team's overall performance. The role involves coordinating with both internal stakeholders and clients to ensure alignment with business goals and performance expectations.
 
 
 
 <ul>
 <li>
 Provides regular supervision and mentorship over subordinate staff
 </li>
 <li>
 Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
 </li>
 <li>
 Facilitates daily agent coaching and development sessions in both written and verbal format
 </li>
 <li>
 Participates in client related activities to include client calibration sessions and project planning
 </li>
 <li>
 Identify and address agent training needs
 </li>
 <li>
 Manage team&rsquo;s time entry to ensure 0% discrepancy rate
 </li>
 <li>
 Manage program specific performance standards (i.e. AHT, Quality Scores, CSAT, ART, FCR, etc.)
 </li>
 <li>
 Manage financial implications of attrition and attendance by maintaining program-specific goals
 </li>
 <li>
 Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
 </li>
 <li>
 Completion of weekly Team Manager Scorecard for review with CX-Manager
 
 
 
 
 
 </li>
 </ul>
 Other Related Duties
 
 
 
 <ul>
 <li>
 Diffuse irate customer calls as applicable
 </li>
 <li>
 Provide agent support via handling escalated calls, as needed
 </li>
 <li>
 Maintain up-to-date employee files and documentation
 </li>
 <li>
 Ensure high level customer service is being practiced by all subordinate staff
 
 
 
 
 
 </li>
 </ul>
 Bachelor&rsquo;s degree required.
 
 
 1-3 years of experience as a Team Lead.
 
 
 Proven Experience is a must.
</div>

Customer Experience Team Leader

Squishable.com, Inc.

<div><div>Squishable is a close-knit team of designers, artists, pop culture-fanatics, and lovers of all things adorable. Together we create the cutest, cuddliest, (and sometimes downright unusual) plush and lifestyle products in the world. With the millions-strong Squishable fan community cheering us on (and a lot of cupcakes, coffee, and karaoke) we make people say &quot;awww.&quot; Our offices are in a sunny Soho loft in NYC, and downtown Washington DC.</div>
WHO ARE WE?

We Are Squishable! Join our team this holiday season as a part-time Seasonal Retail Sales Lead at Squishable! We're looking for enthusiastic and customer-focused individuals to help spread holiday cheer in our stores. This role is crucial during our busiest time of the year, and you'll be instrumental in delivering exceptional customer experiences. We strive to create a customer experience that is based on sharing our love and passion for the brand while building long-lasting relationships with our customers&hellip;turning friends into fans. As we experience rapid growth, we are looking for career-driven leaders who are obsessed with creating a unique and exceptional customer experience. We need great people to represent the brand where it matters most&hellip;in front of our customers. These leaders will be part of shaping the voice and character of the Squishable store experience.

The ideal candidate will be a natural-born leader who loves the store experience. They will be passionate, driven, and highly organized with a desire to bring happiness to people's lives. Additionally, they will be confident, creative, bright, friendly, adaptable, and able to consistently perform at the highest level. Candidates must be well-spoken and confident in their ability to interact with people at all levels while remaining calm and organized at all times.

What does a Squishable Seasonal Retail Sales Lead do
<ul>
<li>Understands organizational objectives and makes decisions in partnership with the Store Manager that align with Company priorities and values</li>
<li>Enforces sales strategies, initiatives, and growth across all categories</li>
<li>Productivity Management: holds self and sales team accountable for personal sales</li>
<li>Acts as a brand ambassador in the local market/mall to drive brand loyalty and business (i.e. charity events, local associations, mall initiatives)</li>
<li>Solution-oriented and forward-thinking in resolving customer issues; partners with Store Manager and/or District Manager/Regional Manager as appropriate</li>
<li>Develops both individual and team product knowledge skills to stay up-to-date on all current Squishable in-store products</li>
<li>Assists in supervising the team on a daily, weekly, and monthly basis to meet goals and utilize Company tools; empowers others and encourages individual growth</li>
<li>Able to provide feedback to others; coaches performance to a higher standard; provides constructive feedback to Store Manager</li>
</ul>
Other Qualifications:
<ul>
<li>Two plus years of relevant supervisor experience in a high-volume, fast-paced, challenging, and creative customer-facing environment.</li>
<li>Passion for people! A dynamic and engaged leader who has a passion for empowering, inspiring, motivating, teaching &amp; developing team members.</li>
<li>Exceptional organizational and communication skills with the ability to effectively balance priorities and deliver results in a fast-paced, ever-changing, and highly entrepreneurial environment.</li>
<li>Feedback is a gift! Ability to receive and provide constructive feedback and recognition to every team member, to ensure we have an open and transparent culture of high-performance standards.</li>
<li>High emotional intelligence with the ability to work with and manage diverse teams by being highly empathetic, intuitive, self-motivated, and driven.</li>
<li>Teams Win! Must be a team player who fosters a collaborative and engaged team environment.</li>
<li>Willing to work a flexible schedule, including early mornings, nights, overnights, weekends, and holidays as needed</li>
<li>Proficient with Microsoft Office Suite or related software</li>
<li>Ability to transport stock as may be required; lifting cartons up to 25 lb.</li>
</ul>
Duration: November 1, 2025 &ndash; January 5, 2026

Availability Requirements: Some peak weekend and holiday work may be required.

Pay rate is $18 an hour<div> 
At Squishable.com, Inc. we value, celebrate, and support diversity and inclusivity across our community and we are proud to be an Equal Opportunity Employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skillsets. We do not discriminate against any applicant's race, color, religion, sex, gender identity, gender expression, sexual orientation, national origin, age, disability, or veteran status. 


CCPA disclosure notice here.</div></div>

Seasonal Retail Sales Lead, Part Time (Alderwood)

GE Aerospace

Job Description SummaryThe On Wing Support Dubai Quality Manager will be responsible for key functional business and company objectives and report to the Global On Wing Support Quality Leader. In this role you will solve complex issues affecting the business executing the long-term business plan and driving quality excellence in the organization. You will work with the larger OWS team (including Global Quality) as well as a cross-functional teams from other organizations.Job DescriptionCompany Overview:Working at GE Aerospace means you are bringing your unique perspective innovative spirit drive and curiosity to a collaborative and diverse team working to advance aerospace for future generations. If you have ideas we will listen. Join us and see your ideas take flight!Site Overview:For over 40 years GE Aerospace has had a significant presence on the ground in the United Arab Emirates. With offices in Abu Dhabi and Dubai Airport Freezone; an On Wing Support Center; partnership engineering testing and Maintenance Repair and Overhaul facilities across the country; and the Middle East Technology Center focused on solutions for the regions hot & harsh environment. In addition to career opportunities our sites offer a culture focused on respect for people and giving back to the community through grants and philanthropic programming.Role Overview:<ul><li>Serve as the primary interface with regulatory agencies specifically GCAA FAA and EASA</li><li>Ensure that all regulatory requirements are met.</li><li>All Regulatory Customer and Supplier audit requirements are satisfied.</li><li>Create a Culture of Quality where Quality is at the forefront of everyones mind.</li><li>Create a Culture of Safety where reporting is encouraged and Just Culture is maintained.</li><li>Perform internal audits locally and at remote locations.</li><li>Conduct and own the Quality training plan for all staff as required.</li><li>Work with the Business Leader and support team to maintain the GE Aerospace Production System.</li><li>Conduct Root Cause Analysis and PFMEA when required.</li><li>Own the proactive quality framework for reducing quality risk at the shop.</li><li>Lead RCCA Execution for the shop facilitating best practice sharing with other GE Aerospace and OWS shops.</li><li>Designated safety investigator for the site</li><li>Designated Employee Representative for PSMP</li></ul>Required Qualifications:<ul><li>Aeronautical/Mechanical Engineering degree or equivalenttechnical degree.</li><li>Minimum of 5 years of experience in the Aviation industry.</li><li>Experience working with aviation regulatory agencies.</li><li>Knowledge of EASA Part 145 or FAA FAR 145 proceduresor equivalent.</li><li>Qualified Auditor or Auditing Experience</li><li>Five (5) years experience in Aircraft or Engine maintenance environment out of which at least two years should be in a managerial position.</li><li>Detailed knowledge of EASA PART-M and PART-145 regulations.</li><li>Detailed knowledge of Quality Systems.</li><li>Detailed knowledge of Safety Management System (SMS).</li><li>Detailed knowledge of this MOE and Engineering Department Processes.</li><li>General familiarization training on a representative sample of engine types maintained.</li></ul>Preferred Qualifications:<ul><li>Humble: respectful receptive agile eager to learn.</li><li>Transparent: shares critical information speaks with candor contributes constructively.</li><li>Focused: quick learner strategically prioritizes work committed.</li><li>Leadership ability: strong communicator decision-maker collaborative.</li><li>Problem solver: analytical-minded challenges existing processes critical thinker.</li></ul>At GE Aerospace we have a relentless dedication to the future of safe and more sustainable flight and believe in our talented people to make it happen. Here you will have the opportunity to work on really cool things with really smart and collaborative people. Together we will mobilize a new era of growth in aerospace and defense. Where others stop we accelerate.Additional InformationRelocation Assistance Provided: Yes<img src="https://www.jobg8.com/Tracking.aspx?GNl9oJpztr9tJLqFNiCa9FnHXV5lmF63k" width="0" height="0" />

On Wing Support Quality Leader

Arab Bank

<div>
 
 
 
 Key Roles and Responsibilities:
 
 
 
 <ul>
 <li>
 Develop and implement initiatives to improve customer experience across all touchpoints, by Identifying gaps in the customer journey and CPS and recommend actionable improvements.
 </li>
 <li>
 Oversee and optimize systems for managing customer feedback and complaints resolution in a timely and efficient manner
 </li>
 <li>
 Monitor and elevate customer satisfaction metrics, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores.
 </li>
 <li>
 Collaborate closely with the CB Head of Credit &amp; Collection to streamline the issuance of liabilities and clearance letters, enhancing customer retention for loans and cards.
 </li>
 <li>
 Collaborate with departments to ensure customer-centric practices are embedded in processes and policies
 </li>
 <li>
 Support training and awareness programs to promote customer-centric behavior and CPS among consumers &amp; staff
 </li>
 <li>
 Develop and refine customer feedback channels such as mystery shopper programs, VOC initiatives, surveys, and other feedback.
 </li>
 <li>
 Monitor industry trends and best practices related to customer experience.
 </li>
 <li>
 Follow the customer experience annual business plan.
 </li>
 <li>
 Consumer Protection standards:
 </li>
 <li>
 Ensure all customer interactions, products, and services comply with Central Bank Consumer Protection Regulations.
 </li>
 <li>
 Implement and monitor procedures to protect customer rights, including transparency, fair treatment, and responsible product marketing.
 </li>
 <li>
 Manage and promote customer Awareness and Education initiatives to increase customers financial literacy.
 </li>
 </ul>
 
 
 
 
 
 
 Job Requirements:
 
 
 
 
 
 
 
 
 
 
 
 Education
 
 
 
 :
 
 
 
 Bachelors degree from a reputable university
 
 
 
 
 
 
 
 Experience
 
 
 
 :
 
 
 
 A minimum of (3) years experience in Customer Experience or service roles.
 
 
 
 
 
 
 
 Competencies:
 
 
 
 <ul>
 <li>
 Fluent in English and in Arabic.
 </li>
 <li>
 Thorough understanding of local banking regulations and customer expectations.
 </li>
 <li>
 Good presentation skills.
 </li>
 <li>
 Service Oriented
 </li>
 <li>
 Good communications and interpersonal skills
 </li>
 <li>
 Proven leadership skills and the ability to work collaboratively across functional teams.
 </li>
 <li>
 A data driven mindset to gaining customer insights and implementing improvements.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 What We Offer at Arab Bank
 
 
 
 
 
 
 At Arab Bank, we offer a purpose-driven and inclusive environment where innovation, continuous learning, and employee wellbeing are at the core. We are proud to welcome individuals of all generations, genders, and backgrounds, valuing the diverse perspectives that strengthen our culture and contribute to our success.
 
</div>

Country Customer Experience Officer

Virtucruit

VirtuCruit is partnering with a leading Saudi group to launch an automotive platform headquartered in Riyadh. We are seeking a Customer Experience Director to design a world-class customer journey and service culture.Role OverviewThe CX Director will establish customer experience frameworks, build omnichannel support, and ensure exceptional service delivery from launch.Key Responsibilities<ul><li>Journey Mapping: Design end-to-end customer journeys for all platform touchpoints.</li><li>Service Operations: Establish call centers, chatbots, and digital support tools.</li><li>Customer Insights: Use data to track satisfaction, NPS, and loyalty KPIs.</li><li>Training: Implement customer service training for front-line teams.</li><li>Continuous Improvement: Lead initiatives to enhance the customer lifecycle experience.</li></ul>Qualifications & Experience<ul><li>12+ years of CX leadership in automotive, retail, or digital platforms.</li><li>Strong CRM and customer service systems knowledge.</li><li>Experience in building CX functions from the ground up.</li></ul>What This Role OffersA career-defining opportunity to set the gold standard for customer experience in Saudi Arabias automotive sector. Required Skills: <ul><li>Automotive</li><li>Offers</li><li>Operations</li><li>CRM</li><li>Service Delivery</li><li>Customer Experience</li><li>Retail</li><li>Continuous Improvement</li><li>Design</li><li>Customer Service</li><li>Leadership</li><li>Training</li></ul><img src="https://www.jobg8.com/Tracking.aspx?St%2ffOczetkbIEP7Oz28Mzob4Y52tg1dft" width="0" height="0" />

Customer Experience Director

AlJazira Bank | بنك الجزيرة

<div>
 
 
 Responsibility:
 
 
 <ul>
 <li>
 Recommend CX Journey Design strategy and roadmap for different customer segments/products and support its implementation
 </li>
 <li>
 Support the implementation of the Strategic initiatives related to Customer Journey design in alignment with different Stakeholders
 </li>
 <li>
 Map the current customer journey and design the target customer journeys for different customer segments/products across the touch points in alignment with stakeholders.
 </li>
 <li>
 Facilitate journey design thinking sessions and work together with customers and internal stakeholders to redesign the customer journey for different customer segments &amp; products
 </li>
 <li>
 Optimize, test and validate customer journeys, using voice of customer insight and data to define new customer experiences.
 </li>
 <li>
 Align with IT/Technology and Digital Transformation department on the automation of Customer Journey related requirements to ensure its proper implementation
 </li>
 <li>
 Participate in the Retail &amp; Corporate Products &amp; Services value chain (product design, product development, life cycle management etc.) to define the customer experience requirements and its implementation to achieve Product Excellence.
 </li>
 <li>
 Own and manage all CX Journey design related policies and processes and make sure it is up to date based on business requirements
 </li>
 <li>
 Performs other responsibilities and tasks as directed by the reporting manager in order to meet organizational objectives.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Requirements:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Marketing or a relevant major.
 </li>
 <li>
 Around +4 years of experience with a preference 2 years of experience in a relevant role.
 </li>
 <li>
 Prior experience in Customer Experience Management or a relevant field.
 </li>
 </ul>
</div>

Customer Excellence Journey Design Manager

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