customer experience strategist

Apple

<div>Marcom is the creatively-led global team that oversees Apple&rsquo;s consumer facing marketing. We ensure the flawless development and execution of world-class communications across all medias and platforms. Every day, hundreds of millions of Apple customers around the world interact with our products. We drive the strategy and creative work that provide both new and existing customers with simple, engaging and inspiring marketing experiences. The Channel (Partner) Strategist plays a vital role in shaping how we show up within our partners' marketing, advertising and customer experience. They will combine a deep understanding of brand and business opportunities both within Apple and our partners&rsquo; organizations, along with consideration for customer needs throughout their journey, to develop initiatives that drive ours and our partners' business.
 
 
Description 
 
The Channel Strategist is a highly cross-functional role and partners closely with Channel Cross Functional, Partner Communications, Brand Strategy, Sales, Interactive and Creative teams to identify and develop effective and innovative work that solves marketing and business challenges. This role focuses on designing initiatives that scale to partners in markets across CEMEA. It will include work across content and campaigns, online experience, e-commerce, advertising, media, social, CRM and in-store. This is a partner-facing role involving regular collaboration with key external partners.
 
 
Responsibilities 
<ul><li>
Partnering with Partner Comms, Channel, Brand, Creative and Interactive teams to drive innovative, effective and world-class creative work
</li><li>Collaborating within the organization to gather insights and develop clear and actionable briefs across a range of creative and strategic outputs including connections, UX, in-store experience, comms and brand
</li><li>Conducting research and connecting teams to develop strategic opportunities in channel, covering business and brand goals, relevant context, key insights, prioritized focus areas and KPIs and measurement
</li><li>Implementing measurement frameworks and ways to analyse and optimise the success of initiatives
</li><li>Leading workshops and strategic conversations (internal and external) that include, amplify and align disparate points of view to find shared areas of focus
</li><li>Building relationships and demonstrate influence with diverse and senior stakeholders
</li><li>Supporting initiatives across the organization that extend into channel with strategic insights to enable their value and success
</li>Participating in cross-functional annual planning to define opportunities in channel that support organizational goals 
<li>
</li></ul> 
 
Minimum Qualifications 
<ul><li>
10+ years experience in a strategic role at a brand or agency
</li><li>Deep understanding of current full-funnel brand, marketing and customer experience approaches, including digital and traditional
</li><li>Proven track record of connecting business and marketing objectives with effective customer-facing solutions
</li><li>Strong communication skills, with the ability to write and deliver a clear and actionable brief
</li><li>Experience in understanding, interrogating and distilling data and insights from a broad range of sources
</li><li>Skilled at creating clarity and alignment with senior and cross-functional team members, across both internal and partner organizations
</li><li>Fluency in English is required
</li></ul> 
Preferred Qualifications 
<ul><li>
Experience working with retailers and delivering strategy for e-commerce and social platforms, either in-house or in an agency capacity
</li><li>History of working in a strategic role in-house, preferably for a global brand with similar channel initiatives
</li><li>A bold, entrepreneurial mindset with the curiosity and drive to pursue new opportunities
</li><li>Strong ability to connect dots and quickly identify the correct strategy, especially when there are many possible options
</li><li>Highly collaborative with the agility to lean into and build on diverse viewpoints
</li>BA or BS degree in relevant major is useful. 
<li>
</li></ul> 
 
Submit Resume</div>

CEMEA Channel Strategist

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

TAT IT Technolgies

<div>
 Urgent requirement for
 
 Customer Experience Officer
 
 for our leading banking client in
 
 Dubai, UAE
 
 
 
 
 The candidate will be responsible for supporting the
 
 Customer Experience Department
 
 with
 
 complaint handling, quality control, reporting, and process improvement
 
 . This role requires excellent coordination, analytical, and communication skills, particularly in
 
 banking operations and customer service management
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Complaints Handling Support
 </li>
 <li>
 Log, track, and monitor customer complaints through the Complaint Management System (CMS).
 </li>
 <li>
 Assign cases to appropriate resolver teams and ensure timely closure as per TAT.
 </li>
 <li>
 Prepare and maintain complaint MIS, reports, and escalation logs.
 </li>
 <li>
 Quality Assurance &amp; Monitoring
 </li>
 <li>
 Support audit and compliance activities (RCSA, control testing).
 </li>
 <li>
 Perform data verification, process checks, and ensure accuracy in reporting.
 </li>
 <li>
 Reporting &amp; Data Management
 </li>
 <li>
 Generate dashboards and performance reports (daily/weekly/monthly).
 </li>
 <li>
 Manage complaint statistics for CBUAE and internal reviews.
 </li>
 <li>
 Conduct data validation, clean-up, and archival activities.
 </li>
 <li>
 Process &amp; Performance Improvement
 </li>
 <li>
 Identify bottlenecks and propose automation or process optimization.
 </li>
 <li>
 Assist in documentation of SOPs and internal workflows.
 </li>
 <li>
 Support initiatives that improve customer satisfaction and reduce complaint volume.
 </li>
 <li>
 Coordination &amp; Communication
 </li>
 <li>
 Liaise with internal departments (Operations, Branches, IT, Compliance, Contact Center).
 </li>
 <li>
 Collaborate with Marketing and CX teams for customer-related communications.
 </li>
 <li>
 Handle bilingual (Arabic&ndash;English) correspondence when required.
 
 
 </li>
 </ul>
 
 Required Skills &amp; Experience
 
 
 
 <ul>
 <li>
 Minimum 2 years of experience in Customer Experience / Complaint Management / Banking Operations.
 </li>
 <li>
 Proficiency in MS Excel, Data Analysis, and Report Preparation (pivot tables, lookups, charts, etc.).
 </li>
 <li>
 Knowledge of Complaint Management Systems (CMS) and Customer Experience platforms.
 </li>
 <li>
 Good understanding of banking processes, customer lifecycle, and service quality frameworks.
 </li>
 <li>
 Familiarity with CBUAE compliance and CPSR regulations (preferred).
 </li>
 <li>
 Excellent verbal and written communication skills in English and Arabic (mandatory).
 </li>
 <li>
 Strong interpersonal skills with an ability to handle cross-functional coordination.
 </li>
 <li>
 Analytical mindset with attention to detail and accuracy.
 </li>
 <li>
 Ability to work independently under pressure and manage multiple priorities.
 
 
 </li>
 </ul>
 Skills: customer experience,operations,customer
</div>

Customer Experience Officer

Alorica

<div>
 
 About Alorica India
 
 
 
 Alorica is a leading provider of Business Process and Customer Satisfaction Outsourcing solutions that span the entire customer lifecycle. But that&rsquo;s just a very technical way of saying what we really do, which is to make lives better&hellip;one interaction at a time.
 
 
 100,000 strong and dedicated to delivering insanely great customer experiences to people across the globe. It&rsquo;s our privilege to partner with the world&rsquo;s largest and most respected brands&mdash;embracing every day and every challenge with Passion, Performance, and Possibilities.
 
 
 The world&rsquo;s largest provider of customer experiences to North American consumers.
 
 
 14 Countries. 100 Locations. Over 100,000 Employees. One Planet (for now).
 
 
 
 We Serve More Than 200 Major Clients Worldwide, Including
 
 
 
 <ul>
 <li>
 4 of the top 5 wireless providers
 </li>
 <li>
 4 of the top 8 healthcare companies on the Fortune 500
 </li>
 <li>
 4 of the top 10 banks on the Fortune 500
 </li>
 <li>
 5 of the world&rsquo;s largest retailers
 </li>
 <li>
 4 of the top 10 largest car manufacturers
 </li>
 <li>
 10 of the top 20 regulated utility companies
 </li>
 <li>
 3 of the 5 largest technology companies
 </li>
 <li>
 Must be from international voice back-ground with Retail experience preferred.
 </li>
 <li>
 Min 1+ years of experience in the role
 </li>
 <li>
 Work from office only and rotational shifts
 </li>
 <li>
 Prior experience in managing mid-size operations unit (100-200 employees)
 </li>
 <li>
 Overall 10+ years of work experience in BPO industry
 </li>
 <li>
 Excellent communication (both written and skills), strong business acumen.
 </li>
 <li>
 Excellent knowledge in building content, reports etc. using MS PowerPoint, MS Excel
 </li>
 <li>
 Strong presentation skills (leadership presentation)
 </li>
 </ul>
</div>

Team Manager Customer Experience

BlackStone eIT

BlackStone eIT is seeking a detail-oriented and innovative Customer Journey Mapping Specialist to join our team. In this role, you will be responsible for analyzing customer interactions and experiences across various touchpoints to enhance overall satisfaction and retention. You will work closely with cross-functional teams to outline and optimize the customer journey, ensuring that client needs are met at every stage. Key Responsibilities <ul> <li>Conduct research to gather insights on customer behaviors, needs, and pain points throughout their journey with our products and services.</li> <li>Create detailed customer journey maps that visualize the various stages of the customer experience.</li> <li>Collaborate with product, marketing, and support teams to identify opportunities for improvement at each touchpoint.</li> <li>Analyze feedback from customers to refine and enhance the customer journey continuously.</li> <li>Utilize data analytics to track the effectiveness of implemented changes across the customer experience.</li> <li>Present findings and recommendations to stakeholders to drive strategic decisions and initiatives.</li> <li>Stay up-to-date on industry trends and best practices related to customer experience and journey mapping.</li> </ul>

Customer Journey Mapping

Modon

<div>
 
 
 
 Job Purpose
 
 
 
 
 
 
 
 The Sr. Manager - Customer Experience will play a key role in enabling Modon to deliver exceptional customer experience its global portfolio across various lines of business that include real estate, hospitality, community and asset management, events and other sectors. The role will work closely with cross-functional teams to enhance and elevate customer journeys.
 
 
 
 
 
 
 
 Roles, Responsibilities, Duties
 
 
 
 
 
 
 
 1- Consumer research and insights
 
 
 
 
 <ul>
 <li>
 Ensure regular and cost-effective solutions to provide Modon leadership and stakeholders with visibility on consumer trends and insights that enable the business to make decisions on customer journeys, product &amp; service definition and improvements, digital and AI needs and wants, etc. This entails commissioning primary research, data analytics of Modon consumer data, benchmarking and other solutions.
 </li>
 <li>
 Ensure the global Voice of Customer programme is run for all B2C customer groups of Modon, data corelated with other performance indicators to understand opportunities and challenges, and analysis presented to operational teams and leadership to continuously improve performance.
 </li>
 <li>
 Ensure customer satisfaction of B2B customer groups is reviewed, data corelated with other performance indicators to understand opportunities and challenges, and analysis presented to operational teams and leadership to continuously improve performance.
 </li>
 </ul>
 
 
 
 
 2- CX Product &amp; Service Development
 
 
 
 
 <ul>
 <li>
 Work with product owners to develop and update product/service definitions including execution of research/surveys, stakeholder workshops, customer journey mapping, digital and AI interfaces, documentation, etc.
 </li>
 <li>
 Ensure development of customer journeys that uncover customers functional needs, emotional needs, physical and digital interfaces to support product &amp; service development or enhancements.
 </li>
 <li>
 Support the product owners in idea, concept and product testing.
 </li>
 <li>
 Provide project management support as required to product/service development or enhancements.
 </li>
 </ul>
 
 
 
 
 
 
 Qualification
 
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s or master&rsquo;s degree (or equivalent) in Business Management or related fields.
 </li>
 <li>
 Certified Customer Experience Professional (CCXP) or equivalent certifications.
 </li>
 </ul>
 
 
 
 
 
 
 Experience
 
 
 
 
 
 
 <ul>
 <li>
 10+ years of experience in a similar role preferably in a real estate industry, destination management, tourism.
 </li>
 </ul>
</div>

Senior Manager - Customer Experience

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