customer experience strategist

Apple

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. 
 
&quot;,&quot;responsibilities&quot;:&quot;Partnering with Partner Comms, Channel, Brand, Creative and Interactive teams to drive innovative, effective and world-class creative work
 
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 
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 
Implementing measurement frameworks and ways to analyse and optimise the success of initiatives 
Leading workshops and strategic conversations (internal and external) that include, amplify and align disparate points of view to find shared areas of focus 
Building relationships and demonstrate influence with diverse and senior stakeholders
 
Supporting initiatives across the organization that extend into channel with strategic insights to enable their value and success 
Participating in cross-functional annual planning to define opportunities in channel that support organizational goals 
 
Preferred Qualifications 
Experience working with retailers and delivering strategy for e-commerce and social platforms, either in-house or in an agency capacity 
History of working in a strategic role in-house, preferably for a global brand with similar channel initiatives
 
A bold, entrepreneurial mindset with the curiosity and drive to pursue new opportunities 
Strong ability to connect dots and quickly identify the correct strategy, especially when there are many possible options 
Highly collaborative with the agility to lean into and build on diverse viewpoints 
BA or BS degree in relevant major is useful. 
 
Minimum Qualifications 
10+ years experience in a strategic role at a brand or agency 
Deep understanding of current full-funnel brand, marketing and customer experience approaches, including digital and traditional
 
Proven track record of connecting business and marketing objectives with effective customer-facing solutions
 
Strong communication skills, with the ability to write and deliver a clear and actionable brief 
Experience in understanding, interrogating and distilling data and insights from a broad range of sources 
Skilled at creating clarity and alignment with senior and cross-functional team members, across both internal and partner organizations
 
Fluency in English is required 
 
At Apple, we&rsquo;re not all the same. And that&rsquo;s our greatest strength. We draw on the differences in who we are, what we&rsquo;ve experienced, and how we think. Because to create products that serve everyone, we believe in including everyone. Therefore, we are committed to treating all applicants fairly and equally. We will work with applicants to make any reasonable accommodations.

CEMEA Channel Strategist

Common Thread Collective

<div>
 CUSTOMER RETENTION STRATEGIST
 
 
 
 Our Mission is to be able to say - "Anyone in the World below $15M should fire their Agency tomorrow as nobody can beat this Value &amp; Service at this Price"
 
 
 
 
 We are seeking a highly driven and performance-oriented Customer Retention Strategist to join our team.
 
 
 
 In this position at Common Thread Collective (CTC), you will play a pivotal strategic role, guiding our clients toward durable, scalable growth. Your core responsibility is to deliver steady and reliable revenue through retention-focused initiatives&mdash;using data-backed insights to build accurate forecasts, shape strategic direction, and ensure consistent performance. At CTC, your expertise is invaluable, covering the elements of CTC's strategic forecasting methods and the foundational principles of retention marketing.
 
 
 Your impact goes far beyond managing email programs&mdash;you operate as a trusted advisor to our clients across all areas of retention strategy. You clearly communicate the rationale behind our decisions, connecting forecasting insights to the email, SMS, direct mail, and other retention touchpoints we activate. Your clarity strengthens client trust and deepens alignment throughout the partnership.
 
 
 You also act as a strong advocate for CTC's unique retention methodology and the tools that support it.
 
 
 As a Customer Retention Strategist, you lead with precision and purpose, ensuring every initiative is executed to the highest standard and tightly aligned with client objectives.
 
 
 You thrive on solving complex challenges, take complete ownership of outcomes, and are committed to developing, enhancing, and scaling high-impact retention programs. We embody the principle "Everyday in Every Play, Count on Me"&mdash;embracing accountability, striving for excellence, and consistently delivering results that matter.
 
 
 
 WHAT WE LOOK FOR
 
 
 
 
 This place isn't for everyone, but it might be for you if&hellip;
 
 
 
 
 Our core values are the heart and soul of this incredible Company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business.
 
 
 
 
 To give ourselves our best shot at accomplishing Our mission, we organize all of our decisions&hairsp;&mdash;&hairsp;from recruiting, to hiring, to raises, to promotions, to how we spend our time and money&hairsp;&mdash;&hairsp;in the direction of three committed values.
 
 
 
 
 We recognize these values aren't for everyone.
 
 
 
 
 They're challenging. In fact, they're so challenging, that's why we invest so much in supporting our team and why we tend to attract people who are craving the opportunity to do more at work than get a paycheck. We're looking for those who are interested in making their work significant.
 
 
 
 
 AUTODIDACT
 
 
 
 <ul>
 <li>
 Naturally curious and an autodidact, able to absorb information quickly and effectively, like osmosis. Your commitment to learning sets you apart, absorbing information swiftly and more effectively than your peers.
 </li>
 <li>
 Your openness to both offer and embrace feedback as an opportunity for growth and implement it proactively, without needing constant direction.
 </li>
 <li>
 Demonstrates resourcefulness, and independently refine your skills without being prompted.
 </li>
 <li>
 Thrives in a self-managed environment, showing autonomy, initiative, and a commitment to continuous improvement and not requiring task lists built by their managers and constant oversight.
 
 
 </li>
 </ul>
 
 UNIMPEACHABLE CHARACTER
 
 
 
 <ul>
 <li>
 Embodies a character that inspires pride in both personal and professional associations.
 </li>
 <li>
 Consistently honest, with the courage to acknowledge and communicate hard truths, and the humility to accept them, even when uncomfortable, and never lie in any situation.
 </li>
 <li>
 Displays a high level of self-awareness, taking full ownership of outcomes without resorting to a victim mindset.
 </li>
 <li>
 Values constructive feedback and integrates it, understanding nothing great is built without feedback.
 
 
 </li>
 </ul>
 
 COMPETITIVE GREATNESS
 
 
 
 <ul>
 <li>
 Performs at their best when it matters most, The Enjoyment of Hard Challenges.
 </li>
 <li>
 Demonstrates an unyielding determination to get things done, regardless of obstacles, time constraints, skills needed, or resources.
 </li>
 <li>
 Adapts to changing circumstances, recognizing that true success is about not just meeting, but exceeding what is required.
 </li>
 <li>
 Possesses a deep passion for their work, using creativity and resilience to overcome any hurdle.
 
 
 </li>
 </ul>
 
 Minimum Experience Requirement
 
 
 
 <ul>
 <li>
 At least 2 years of hands-on experience in email and SMS marketing, with proven execution across campaigns, automations, segmentation, and optimization.
 </li>
 <li>
 A minimum of 2 years of experience in retention marketing, owning initiatives that drive predictable revenue, customer lifetime value, and ongoing lifecycle improvements.
 
 
 </li>
 </ul>
 
 What Success Looks Like
 
 
 
 
 NECESSARY SKILLS
 
 
 
 
 KICK OFF PERIOD
 
 
 
 <ul>
 <li>
 Be willing to put in the hard work required and be hungry enough to go through the kick off.
 </li>
 <li>
 Being ready and prepared for this to be the hardest job you have ever worked, as you would fundamentally develop a high-leverage new skill.
 </li>
 <li>
 The ability to take feedback and implement it fast.
 </li>
 <li>
 Finish the work to the fullest with quality and on time.
 </li>
 <li>
 Perseverance.
 </li>
 <li>
 Remember and learn from the repetitive doing of the exercises.
 
 
 </li>
 </ul>
 
 ONBOARDING
 
 
 
 <ul>
 <li>
 Align with the team and contribute to the team called Brain Trust for Ideas across clients.
 </li>
 <li>
 Manage, align &amp; work with the team members of your pod including Growth strategist, Meta/Google/Channel Media Buyer and Creative Strategist.
 </li>
 <li>
 Ability to organize, prioritize, and manage multiple tasks with great attention to detail.
 </li>
 <li>
 Upkeep of data integrity of your clients across Statlas and other tracking tools.
 </li>
 <li>
 Be responsible for the execution of the Prophit system for your clients
 </li>
 <li>
 Building an Email Forecast for your clients
 </li>
 <ul>
 <li>
 Utilizing a Growth map using the Prophet System
 </li>
 <li>
 Data Analysis required during analysis of past campaigns and flows etc
 </li>
 <li>
 Marketing calendar alignment and upkeep with clients
 </li>
 </ul>
 <li>
 The Monthly Execution and Actualisation vs the Forecast.
 </li>
 <ul>
 <li>
 You make tactical deconstructions and actualize the projections each month, and determine additional resources required to meet KPIs.
 </li>
 </ul>
 <li>
 Combine data analysis and feedback from clients to develop strategic plans for the future.
 </li>
 <li>
 When it's time to pivot you are among the first early adopters
 </li>
 <li>
 Take a lead in situations that present any obstacle to execution.
 </li>
 <li>
 An insatiable curiosity, and an inability to leave a problem alone until you've found one or many different potential solutions.
 </li>
 <li>
 Responsible for the implementation of CTC's Email and SMS best practices
 </li>
 <li>
 Leverage tools like memberships, subscriptions, loyalty programs, popups, quizzes, cart drawers, post-purchase upsell tools, direct mail and more, to impact retention metrics.
 </li>
 <li>
 Upkeep and management of our ideologies and processes throughout the account.
 </li>
 <li>
 Monitoring active campaigns, and deploying additional resources, or updating strategy to ensure the best possible chance of hitting the Projected Targets.
 </li>
 <li>
 Implementing tests in your accounts in an effort to beat your best-performing campaigns.
 
 </li>
 </ul>
 
 ENSURING AND HOLDING THE STANDARD OF QUALITY OF WORK
 
 
 
 <ul>
 <li>
 Ensuring deliverables are on-brand 100% of the time, in collaboration with designers and copywriters.
 </li>
 <li>
 Ensuring that automations, campaigns and any other retention tool has the correct technical setups and work in tandem to achieve desired business outcomes
 </li>
 <li>
 Ensuring alignment with the client vs the forecast &amp; strategy
 </li>
 <li>
 Ensuring above benchmark client satisfaction rate feedback
 </li>
 <li>
 Ensuring following the Prophit system execution to 100% within the timeline required.
 </li>
 <li>
 Ensuring all the work is delivered based on the timeline assigned with optimal quality &amp; attention to detail.
 
 
 </li>
 </ul>
 
 Client Communication
 
 
 
 <ul>
 <li>
 You are a champion of communication, ensuring the client is aligned on Retention goals aligned with revenue goals on the Growth Map and next steps, while making sure everybody on your team has clarity on what is required with exact deadlines.
 </li>
 <li>
 Responsible for sending daily performance updates to the client
 </li>
 <li>
 Ensure alignment across Strategy and Forecast with the client for every week of the month.
 </li>
 <li>
 Providing weekly updates via Slack.
 </li>
 <li>
 Report where required, collaborating with Growth Strategists and Media Buyers.
 
 
 </li>
 </ul>
 
 CONTRIBUTING BACK
 
 
 
 <ul>
 <li>
 Contributing your learnings back to the system for feedback and continuous improvement.
 </li>
 <li>
 Contributing &amp; collaborating in ideas and learning across teams.
 </li>
 <li>
 Contributing to ideas and learning in future company content production.
 
 
 </li>
 </ul>
 
 NEXT-LEVEL SKILLS
 
 
 
 
 Communication Skills
 
 
 
 <ul>
 <li>
 Fluent in English, with a proven ability to communicate persuasively and present ideas clearly to various stakeholders.
 </li>
 <li>
 Skilled in crafting thoughtful, empathetic client messaging that resonates, demonstrating a high level of emotional intelligence.
 </li>
 <li>
 Strong presentation skills, capable of delivering compelling presentations that drive engagement and decision-making.
 
 
 </li>
 </ul>
 
 Great Data Analysis skills
 
 
 
 <ul>
 <li>
 Strong raw talent for data analysis, with an eagerness to learn and improve.
 </li>
 <li>
 Familiarity with data tools, including Google Sheets, with the flexibility to develop advanced skills through on-the-job experience.
 
 
 </li>
 </ul>
 
 Past Experience
 
 
 
 <ul>
 <li>
 Historical expertise that compounds to bring a well-rounded perspective and adds value to the role.
 </li>
 <li>
 A breadth of experience from any of the multiple domains, including mathematics, data analytics, copywriting, email/sms marketing etc.
 
 
 </li>
 </ul>
 
 Critical Thinking
 
 
 
 <ul>
 <li>
 Ability to approach challenges with structured thinking, utilizing logical frameworks to effectively solve complex problems.
 </li>
 <li>
 Naturally adept at dissecting issues and proposing practical, impactful solutions.
 
 
 </li>
 </ul>
 
 Impact
 
 
 
 <ul>
 <li>
 Passionate about e-commerce and eager to contribute to a high-performing team at the forefront of the industry.
 </li>
 <li>
 Highly motivated and hardworking, with a strong desire to learn, grow, and make a meaningful impact.
 </li>
 <li>
 Thrives in environments where they can see the direct results of their actions on the business, with a strong preference for roles that offer full accountability and autonomy.
 
 
 </li>
 </ul>
 
 Results
 
 
 
 
 You will merge the Retention, Growth and elements of finance to build a forecasted strategy to help the business achieve its goal.
 
 
 
 <ul>
 <li>
 Achieve certification and confidence in our ideology by the end of training, enabling precise execution of the Prophit system to ensure top-quality results for clients.
 </li>
 <li>
 Consistently deliver high-accuracy performance of retention, far beyond the email/sms platform, referring to the Prophit system's Growth Map and Statlas.
 </li>
 <li>
 Lead and collaborate with your team to optimize productivity and maintain high-performance standards.
 </li>
 <li>
 Apply best practices in email and sms marketing to drive outstanding results, ensuring no one could achieve better outcomes in your role.
 </li>
 <li>
 Maintain client satisfaction levels above benchmark rates, aligning on forecasts to exceed client expectations.
 </li>
 <li>
 Adhere to rigorous quality standards in client feedback, forecasting, email production and execution.
 </li>
 <li>
 Meet all deadlines and retention requirements requirements, ensuring timely and on Target Performance.
 </li>
 <li>
 Contribute valuable ideas to team discussions and company-wide content, supporting growth and innovation.
 
 
 </li>
 </ul>
 
 DOMAIN
 
 
 
 
 MANAGEMENT
 
 
 
 <ul>
 <li>
 Your supervisor would be Josh Tay, The Director of Retention.
 </li>
 <ul>
 <li>
 As a Customer Retention Strategist, you'll report directly to Josh &mdash; a leader known for challenging the norms of retention marketing and alignment with real business growth. Josh is known by his team, and all he's worked with before, as someone who will make you level up in your thinking. Every team member has walked away being a better Customer Retention Strategist after working with Josh, that's his promise to you, no matter if you've worked with him for 1 month, 1 year or 5 years
 
 </li>
 </ul>
 </ul>
 Working under Josh's guidance will push you to your limits in the best possible way. He models the value of "do whatever it takes to be the absolute best", and learning from him means you'll level up in knowledge, perspective and precision. Josh is committed to personally ensuring you reach your full potential as a Customer Retention Strategist, supporting your journey every step of the way.
 
 
 
 JOB SCOPE
 
 
 
 <ul>
 <li>
 Oversee the profitable growth of retention channels, including but not limited to email, sms, direct mail, popups and push notifications. Where required, you may work within subscription, membership, loyalty programs and more.
 </li>
 <li>
 Write briefs and ensure the rest of the team is able to execute on it
 </li>
 <li>
 Complete reports with a high degree of accuracy, checking against multiple data points
 </li>
 <li>
 Analyse metrics and KPIs to measure the effectiveness of retention efforts, providing insights and recommendations for improvements, with Statlas and the Growth Map as your guide.
 </li>
 <li>
 Collaborate with design, content and any other relevant teams to create compelling and engaging email content, ensuring brand consistency and messaging alignment.
 </li>
 <li>
 Ensure the timely delivery of relevant deliverables (emails, sms etc), which includes effective internal project management and management of clients and their teams.
 </li>
 <li>
 Stay updated with industry trends, new features, and best practices in retention marketing to continuously optimize performance.
 </li>
 <li>
 This is a client-facing role. So you must be able to consult clients and solve business problems, far beyond the email platform.
 </li>
 <li>
 Prioritize the development of relational equity with your team and clients to foster lasting relationships for the continued growth of CTC and our client businesses.
 
 
 </li>
 </ul>
 
 WHAT'S IN IT FOR ME?
 
 
 
 
 SALARY RANGE
 
 
 
 <ul>
 <li>
 First 30 days &ndash; $1.5K (Part-time transition phase)
 </li>
 <ul>
 <li>
 Give notice at your current job (if applicable)
 </li>
 <li>
 Participate in daily training for the first 15 days
 </li>
 <li>
 Shadow and support ongoing accounts during the next 15 days while preparing to take on your own clients
 
 </li>
 </ul>
 </ul>
 
 Days 31&ndash;60 &ndash; $3K (Full-time start)
 
 
 
 <ul>
 <li>
 Transition to full-time
 </li>
 <li>
 Begin managing your first 3 client accounts independently
 
 
 </li>
 </ul>
 
 Days 61&ndash;90 &ndash; $4&ndash;5K + performance bonuses
 
 
 
 <ul>
 <li>
 Continue growing your portfolio
 </li>
 <li>
 Earn bonuses based on hitting revenue targets
 </li>
 <li>
 Negotiate your term contract annually
 
 
 </li>
 </ul>
 
 This will depend on the amount of clients and the quality of work.
 
 
 
 
 Growth, Transparency, and Fairness in Career Development
 
 
 
 <ul>
 <li>
 Progress is Clearly Defined
 </li>
 <ul>
 <li>
 Depends primarily on your experience with the system &amp; quality of execution against it. Following a well-defined path for the first 12 months and how exactly you can grow to be promoted to the next level.
 </li>
 </ul>
 <li>
 Fairness and transparency are prioritized
 </li>
 <ul>
 <li>
 Access a weekly performance dashboard to see exactly where you stand compared to team members on both objective and subjective metrics.
 </li>
 </ul>
 <li>
 Pay transparency is upheld for all team members
 </li>
 <ul>
 <li>
 With consistent contract terms and a clear roadmap for increasing earnings, ensuring everyone understands the path to greater compensation. We will also talk monthly about how you can progress
 </li>
 </ul>
 <li>
 
 My Commitment to You:
 
 </li>
 <ul>
 <li>
 You will work harder, learn more than ever before, and get recognized by the world for your expertise. You will gain a diverse skill set while actively contributing to the continuous development of new tools and improvements within our system. In doing so you will have an incredible opportunity for rapid career progression.
 </li>
 <li>
 We will continue to provide you mentorship through every step of your development in the role and promotion from it. We will then continue to provide feedback against the expectation and evaluate against it.
 
 </li>
 </ul>
 </ul>
 
 Location &amp; Environment
 
 
 
 <ul>
 <li>
 Fully remote with the ability to pick your schedule.
 </li>
 <li>
 Embrace autonomy as a core value, with clear expectations, regular 1:1 feedback sessions, and measurable quality benchmarks to support personal growth. Exceptional work is recognized and rewarded, with weekly check-ins for accountability, ensuring you're consistently challenged and engaged with new opportunities daily.
 </li>
 </ul>
</div>

Customer Retention Strategist

<div>The Senior CX Strategist leads the strategic vision for how and why our campaigns resonate with audiences, influencing agency-wide execution.
They own the development of integrated activation strategies across paid, earned, and owned channels to deliver ambitious objectives and KPIs. With a holistic view of campaign ecosystems, they orchestrate mechanisms and levers to maximize impact, while championing objectives-driven campaigns backed by robust measurement frameworks, predictive analytics, and reporting that drive consistent excellence and innovation.
The ideal candidate is an expert in paid, owned, and earned best practices, with a proven track record of leading high-impact campaigns. They bring a deep passion for data-driven insights and relentless curiosity to fuel innovation daily. They excel at managing complex portfolios of projects, fostering collaboration in fast-paced, cross-functional teams, mentoring junior strategists, and serving as a trusted advisor to C-suite stakeholders both client-side and internally.
Responsibilities<ul><li>
Work with clients and internal teams to translate brand strategies into activation plans designed to achieve defined KPIs/goals</li><li>
Mentor and guide junior CX Strategists and cross-functional teams, providing strategic oversight and fostering skill development to build agency-wide capabilities.</li><li>
Lead the development of comprehensive activation plans mapping the full campaign journey, integrating paid, earned, and owned touchpoints within client budgets to secure executive buy-in and alignment.</li><li>
Ensure activation plans are rigorous and actionable, serving as the definitive source for scoping, briefing, and resourcing across internal execution teams, while anticipating potential risks and opportunities.</li><li>
Continuously monitor development of marketing tactics for strategic connection to overall marketing goals and tactical KPIs</li><li>
Proactively monitor market dynamics, performance indicators, and competitive landscapes to drive data-informed decisions on budget reallocation, strategic pivots, and optimization opportunities; lead implementation with SMEs and cross-agency partners.</li><li>
Coordinate changes expeditiously with appropriate teams to keep work evolving and performing</li><li>
Work with data on performance trends and implications and provoke strategic questions for mining data, developing tests and creating pro-formas and campaign projections</li><li>
Responsible for campaign report development and client presentations of those reports</li><li>
Champion innovation by identifying emerging trends, technologies, and partnerships to evolve campaign strategies and enhance client ROI.</li><li>
Feed learnings back to Planning as input into research and planning opportunities to evolve our positioning and brand direction</li><li>
Architect annual marketing plans for key clients, synthesizing established objectives and strategies with forward-looking insights to drive long-term growth and adaptability.</li><li>
Partner strategically with Account Management to identify and pursue year-round opportunities from performance results or plan gaps, shaping enhancements that deliver superior customer outcomes and uncover new business avenues.</li><li>
Decision-making responsibility for final plan and optimizations</li></ul><ul><li>
Minimum of 8 years of experience in senior strategic roles within agencies, leading initiatives across media, content, social, and digital strategy, with demonstrated impact on client P&amp;L or business growth.</li><li>
Deep expertise in the full marketing ecosystem, spanning paid media, public relations, content marketing, social media, UX, marketing automation, and emerging technologies like AI-driven personalization.</li><li>
Proven mastery in translating and amplifying brand strategy across the entire customer journey, with experience optimizing omnichannel experiences for measurable uplift in engagement and conversion.</li><li>
Extensive experience leading the amplification and extension of creative concepts into innovative, non-traditional touchpoints, including experiential activations, influencer ecosystems, and data-led personalization at scale.</li><li>
Track record of mentoring teams, presenting at industry forums, or contributing to thought leadership that shapes agency or client strategies.</li></ul></div>

Senior CX Strategist

Intuit

<div><h2 class="jobSectionHeader">Overview</h2>
We're looking for a skilled and passionate Customer Experience Professional to elevate the QuickBooks Live Expert Assisted experience. You'll play a key role in improving the customer journey, ensuring a seamless and successful onboarding experience for Quickbooks customers. You'll collaborate cross-functionally to gain a deep understanding of customer needs, shaping how our experts deliver value. You'll be instrumental in optimizing efficiency and identifying opportunities that directly impact our bottom line. If you thrive in a fast-paced, highly collaborative environment and can seamlessly transition between strategic thinking and diving deep into details, we want to hear from you. 
Responsibilities<div>
Drive Strategic Initiatives - Own and execute customer service initiatives to address customer needs. Scope, plan, and define the required deliverables and timelines to drive service strategy and innovation.</div><div></div><div> 
Elevate the Customer Experience - Be the voice of the customer&mdash;stay close to customer perceptions by leveraging insights from surveys, interviews, and engagement metrics. Collaborate with teams such as User Research and Market Research, while proactively identifying and addressing gaps in the customer journey to enhance satisfaction and outcomes.</div><div></div><div> 
Innovate &amp; Scale Solutions - Identify opportunities to transform challenges into data-driven solutions and actionable strategies. Continuously refine Service offering and experience to ensure customer retention, increased efficiency, and operational scalability.</div><div></div><div> 
Cross-Functional Leadership - Collaborate with Product Management, Marketing, Sales, and Service Delivery teams to create holistic solutions balancing customer needs and business goals. Build trust and shared context among cross-functional teams to accelerate execution and meet critical outcomes.</div><div></div><div> 
Leverage Analytics and Insights to Improve CX and Efficiency - Analyze customer feedback and data insights to continuously refine service strategies, prioritize enhancements, and deliver optimized experiences.Monitor performance metrics to assess impact and identify opportunities for improvement.</div><div></div><div> 
Apply Design Thinking- Use design thinking and customer-centric methodologies to create seamless, intuitive service experiences that drive retention, loyalty, and satisfaction.</div><div></div> 
Qualifications<div>
Experience &amp; Industry Expertise</div><div>
6-8 years of experience in customer experience strategy, product management, or related fields, preferably in SaaS or services-based industries.</div><div>
Familiarity with customer service organizations, operations, and domain expertise in accounting, Human Capital Management (HCM),or payroll is a strong plus.</div><div> 
Educational Background</div><div>
Bachelor&rsquo;s degree in Business, Technical, or Science disciplines required; MBA or advanced degree preferred (or equivalent work experience).</div><div> 
Customer-Centered Mindset</div><div>
Proven commitment to placing the customer experience at the core of decision-making, proactively identifying opportunities for growth and change.</div><div> 
Analytical &amp; Strategic Thinking</div><div>
Proficient in end-to-end quantitative thinking and problem-solving.</div><div>
Adept at translating complex data into actionable insights and clear narratives that inspire stakeholders to take strategic action.</div><div> 
Leadership &amp; Collaboration</div><div>
Strong track record of building collaborative cross-functional partnerships and driving alignment.</div><div>
Outstanding verbal, written, and presentation skills with the ability to simplify complex ideas, tell stories with data, and motivate partners to pursue initiatives.</div><div> 
Execution Orientation</div><div>
Proven ability to manage multiple projects and initiatives in a fast-paced environment, delivering measurable business impact.</div><div>
Proactive in anticipating dependencies, risks, and resource gaps, working swiftly to resolve them.</div> 
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit&reg;: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:
Bay Area California: $ 164,500- 222,500
Southern California: $ 159,000- 215,000</div>

Staff CX Professional, QuickBooks Live Service Strategy

Al Ghurair

<div>
 
 Job Description
 
 
 
 We are seeking a detail-oriented and analytical Customer Experience Analyst to support our Customer Experience Team. The ideal candidate will work closely with stakeholders to analyse customer insights, identify trends, and develop data-driven recommendations to enhance customer satisfaction and engagement.
 
 
 
 Responsibilities
 
 
 
 
 OPERATIONAL
 
 
 
 <ul>
 <li>
 Define and document business requirements, workflows, and customer journey maps.
 </li>
 <li>
 Lead designing and implementing CX research methodologies, including surveys, focus groups, and user testing.
 </li>
 <li>
 Ability to analyse quantitative and qualitative data to uncover customer insights.
 </li>
 <li>
 Understanding customer journeys and identifying friction points.
 </li>
 <li>
 Creating and analysing surveys using platforms like CXM tools
 </li>
 <li>
 Proficiency in tools like Power BI, Tableau, or Excel for clear storytelling.
 </li>
 <li>
 Familiarity with regression, correlation, segmentation, and trend analysis using tools
 
 
 </li>
 </ul>
 
 PEOPLE MANAGEMENT
 
 
 
 <ul>
 <li>
 Support design development of dashboards and reports to track key CX metrics and business performance.
 </li>
 <li>
 Ensure data integrity and maintain accurate documentation of research insights and business processes.
 </li>
 <li>
 Work with IT and data teams to integrate customer insights into business intelligence tools and systems.
 
 
 </li>
 </ul>
 
 PRODUCT / PROCESS IMPROVEMENT
 
 
 
 <ul>
 <li>
 Support design development of dashboards and reports to track key CX metrics and business performance.
 </li>
 <li>
 Present findings and strategic recommendations to stakeholders and senior management.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Knowledge in CX and Certification in Data Analysis
 </li>
 <li>
 Bachelors Degree in Computer Science &amp; Engineering or similar disciplines
 </li>
 <li>
 Strong analytical skills with experience in customer data analysis and visualization tools (e.g., Excel, Power BI)
 </li>
 <li>
 Excellent communication and presentation skills with the ability to translate data insights into actionable recommendations
 </li>
 <li>
 Experience working on IT system, Microsoft technologies or any system implementation project is preferred
 </li>
 <li>
 Proven experience in journey mapping, customer insight analysis, customer interactions, understanding of behavioural and attitudinal drivers.
 </li>
 </ul>
</div>

Analyst - Customer Experience

Tabby | تابي

<div>
 
 
 Department:
 
 Training and Quality
 
 
 
 Location:
 
 UAE
 
 
 
 
 Description
 
 
 
 About the role
 
 As a Process Analyst, you will play a key role in optimizing and standardizing customer and partner support operations. Your work will directly impact customer satisfaction and operational efficiency by analyzing, designing, and implementing process improvements. You will collaborate closely with cross-functional teams, including customer support agents, ops-managers, the Training team, Product, and other stakeholders, to ensure processes are customer-centric and aligned with organizational goals.
 
 
 A strong background in customer support is critical for this role, as you will leverage your expertise to identify pain points, design effective workflows, and ensure seamless customer experiences.
 
 
 
 
 
 Key Responsibilities
 
 
 
 Process Optimization:
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 Apply your deep understanding of customer support best practices to design processes that improve customer satisfaction and resolve pain points.
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 Analyze existing customer support processes to identify inefficiencies, bottlenecks, and areas for improvement.
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 Design and implement process improvements that enhance efficiency, consistency, and customer satisfaction.
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 </ul>
 Formalized Workflow Documentation:
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 Create and maintain formalized workflow procedures, including step-by-step instructions and contextual data, to guide customer support agents in using CRM tools effectively.
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 Ensure procedures are clear, actionable, and tailored to the specific needs of agents, enabling them to resolve customer issues efficiently and consistently.
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 Regularly update workflows to reflect changes in CRM tools, product updates, or evolving customer needs.
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 </ul>
 Cross-Functional Collaboration:
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 Work closely with customer support agents, managers, Training, Product, and other stakeholders to gather feedback and align process improvements with organizational goals.
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 Contribute to CRM tool development by providing input on customer support requirements and ensuring the tool aligns with operational needs.
 
 
 
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 </ul>
 
 Skills, Knowledge &amp; Expertise
 
 
 
 
 
 Education:
 
 
 
 
 Bachelor's degree in Math, Engineering, Software Development, Business Administration, Operations Management, or equivalent demonstrable experience in a related discipline. Relevant certifications or additional qualifications are a plus.
 
 
 
 Experience:
 
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 Proven experience in customer support operations, with a deep understanding of customer service principles, problem-solving techniques, and conflict resolution.
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 Prior experience as a process analyst, business analyst, or similar role, preferably in a customer support or service environment.
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 </ul>
 
 
 Technical Skills:
 
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 Familiarity with customer support systems and tools (e.g., CRM software, ticketing systems).
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 Proficient in process modeling techniques and tools (e.g., BPMN, flowcharts, process mapping).
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 Strong analytical skills with the ability to gather and interpret data, identify patterns, and provide actionable insights.
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 </ul>
 
 
 Soft Skills:
 
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 Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.
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 Detail-oriented mindset with the ability to critically evaluate and improve processes for efficiency and effectiveness.
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 Strong project management skills, including the ability to prioritize tasks, manage timelines, and drive projects to completion.
 
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 This role is ideal for a customer support professional who is passionate about process improvement and delivering outstanding customer experiences. If you are a detail-oriented, data-driven thinker with a customer-first mindset, we encourage you to apply!
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Process Analyst, Customer Experience

RATP Dev Mobility Cairo

<div>
 
 JOB PURPOSE:
 
 
 The Customer Experience Development Manager will oversee and enhance the passenger journey across the GL3 &amp; LRT network, ensuring it is seamless and positive. This role focuses on improving service quality, managing customer feedback, and implementing strategies to elevate passenger satisfaction, safety, and comfort. The manager will work closely with station and call center staff to deliver a consistent, customer-focused experience.
 
 
 
 
 Responsibilities/Duties
 
 
 
 
 Profil de candidat recherch&eacute; :
 
 
 
 
 Customer Experience Strategy
 
 
 
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 Develop and implement customer experience policies, standards, and procedures tailored to all operations.
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 Design and lead initiatives that enhance the passenger journey from start to finish.
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 Monitor passenger flow and service touchpoints to identify and capitalize on improvement opportunities.
 
 
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 </ul>
 
 Passenger Feedback &amp; Issue Management
 
 
 
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 Oversee all customer feedback channels (call center, social media, on-site complaints, surveys).
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 Analyze customer complaints and suggestions to propose and execute corrective actions.
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 Ensure the timely resolution of escalated issues by collaborating with station managers and relevant departments.
 
 
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 </ul>
 
 Service Quality Assurance
 
 
 
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 Conduct regular audits of staff interactions to ensure service excellence.
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 Implement and track key performance indicators (KPIs), such as passenger satisfaction scores and complaint resolution time.
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 Collaborate with the Service Quality team to maintain and uphold all customer experience standards.
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 Coordinate with cleaning, security, and maintenance teams to ensure high-quality service delivery.
 
 
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 </ul>
 
 Team Leadership &amp; Training
 
 
 
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 Lead, train, and support customer service teams and front-line staff to foster professional and empathetic interactions.
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 Develop comprehensive training modules for customer experience teams covering topics such as complaint management, assisting passengers with special needs, and emergency communication.
 
 
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 </ul>
 
 Passenger Engagement
 
 
 
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 Develop programs to improve passenger awareness of all services, rules, and safety protocols.
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 Champion initiatives aimed at improving accessibility and inclusivity for all passenger groups.
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 Manage customer-facing campaigns, surveys, and loyalty/awareness programs.
 
 
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 </ul>
 
 Reporting &amp; Continuous Improvement
 
 
 
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 Prepare and present reports on customer satisfaction, complaint trends, and service improvements to senior management.
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 Benchmark against international metro systems to introduce and implement best practices.
 
 
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 </ul>
 
 Qualifications
 
 
 
 
 ESSENTIAL QUALIFICATIONS, KNOWLEDGE &amp; EXPERIENCE
 
 
 
 <ul>
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 A Bachelor&rsquo;s degree in Business Administration, Marketing, or a related field is required.
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 Excellent command in Arabic &amp; English.
 
 
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 </ul>
 
 Knowledge
 
 
 
 <ul>
 <li>
 Proven leadership and team management skills with a demonstrated ability to influence cross-functional teams.
 </li>
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 Strong knowledge of passenger flow management, service KPIs, and complaint handling systems.
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 Excellent proficiency in Microsoft Office applications, especially Excel. Knowledge of SQL, Python, or Power BI is highly desirable.
 
 
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 </ul>
 
 Experience
 
 
 
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 10-12 years of experience in customer experience, service quality, or operations management.
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 Experience in the transport, metro, aviation, or retail sectors is preferred.
 
 
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 </ul>
 
 Desired Behaviors &amp; Experiences
 
 
 
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 Proactive and Self-Motivated who takes initiative to identify and solve problems, anticipating passenger needs before they arise.
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 Customer-Centric Mindset and Passionate about providing a positive experience and driven to exceed customer expectations.
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 Communicate clearly and empathetically with both team members and passengers, even in challenging situations.
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 Ability to thrive in a fast-paced, dynamic environment and respond effectively to unexpected challenges.
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 Maintain a positive and professional demeanor under pressure.
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 Collaborative who can work effectively with cross-functional teams to achieve shared goals and improve service delivery.
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 Think critically and creatively to find efficient and innovative solutions to complex issues.
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 </ul>
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Customer Experience Development Manager

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