Customer Experience Specialist
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Key skills for this role
About the Role
Al-Rossais Real Estate is seeking a Customer Experience Improvement Specialist to lead customer experience initiatives. The role involves analyzing customer journeys, identifying operational gaps, and implementing solutions.
Key Skills for This Role
Responsibilities
- Map and analyze the end to end customer journey from first interaction through entire customer lifecycle
- Identify customer pain points and conduct interviews with customers and employees to understand root causes
- Review operational processes and customer facing procedures to identify improvement opportunities
- Propose data driven customer experience improvement initiatives and prepare business cases
- Lead implementation of improvement initiatives in coordination with relevant departments
- Simplify customer facing processes and improve service turnaround times
- Evaluate customer experience across digital platforms and recommend UI/UX improvements
- Prepare periodic reports highlighting customer experience issues and improvement opportunities
Requirements
- Bachelor's degree in Business Administration, Marketing, or a related field
- 3–5 years of experience in Customer Experience Improvement
- Previous experience in real estate development, property management, or the real estate industry is preferred
- Excellent verbal and written communication skills in both Arabic and English
- Proficiency in Customer Journey Mapping, Process Improvement, Root Cause Analysis, Design Thinking, Data Analysis, Power BI, Microsoft Excel, Project Management, and Change Management
Full Job Posting
Job Purpose
- Lead customer experience improvement initiatives across Al Rossais Real Estate by analyzing the customer journey, identifying operational gaps, uncovering root causes, and designing and implementing practical solutions in collaboration with cross functional teams to deliver measurable improvements a
- This role goes beyond measuring customer satisfaction; it is responsible for driving continuous improvement initiatives across the organization.
Key Responsibilities
- Map and analyze the end to end customer journey from the first interaction through the entire customer lifecycle.
- Identify all customer touchpoints.
- Identify customer pain points throughout each stage of the journey.
- Conduct interviews with customers and employees to understand the root causes of issues.
- Analyze customer complaints and feedback collected across all communication channels.
- Regularly review operational processes and customer facing procedures.
- Identify the causes of delays, complexity, recurring issues, and service gaps.
- Analyze operational and customer data to identify trends and recurring problems.
- Prioritize improvement opportunities based on customer impact and business value.
- Propose data driven customer experience improvement initiatives.
- Prepare business cases for each initiative, including the problem, root cause, proposed solution, expected impact, and implementation plan.
- Lead the implementation of improvement initiatives in coordination with relevant departments.
Process Improvement
- Simplify customer facing processes and reduce unnecessary steps.
- Improve service turnaround times.
- Eliminate non value added activities and improve operational efficiency.
- Develop and optimize operational procedures and service workflows to enhance the customer experience.
Digital Experience Improvement
- Evaluate customer experience across the company website, customer self service portal, WhatsApp, and digital platforms.
- Recommend UI/UX improvements in collaboration with the Digital Transformation team.
- Participate in the development of digital services to create a more seamless and user friendly customer experience.
Reporting & Continuous Improvement
- Prepare periodic reports highlighting customer experience issues and improvement opportunities.
- Measure the impact of completed initiatives and report outcomes to management.
- Monitor customer experience metrics and provide recommendations for continuous improvement.
Qualifications
- Bachelor's degree in Business Administration, Marketing, or a related field.
- 3–5 years of experience in Customer Experience Improvement.
- Previous experience in real estate development, property management, or the real estate industry is preferred.
- Excellent verbal and written communication skills in both Arabic and English.
Skills
- Customer Journey Mapping
- Customer Experience Improvement
- Process Improvement
- Root Cause Analysis
- Design Thinking
- Data Analysis
- Power BI or other Data Analytics tools
- Microsoft Excel
- Project Management
- Change Management
- Excellent presentation and communication skills
- Ability to lead cross functional improvement initiatives
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