Digital CX Specialist
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Key skills for this role
About the Role
GPSSA is seeking a Digital CX Specialist to enhance customer experiences across digital channels by analyzing user behavior, gathering feedback, and implementing improvements. Requires a Bachelor's degree in marketing, UX design, or related field, and 6+ years of experience in customer experience management.
Key Skills for This Role
Responsibilities
- Conduct comprehensive analyses of user interactions across digital platforms using advanced data analytics tools
- Gather and synthesize user feedback through surveys, interviews, and usability testing
- Apply predictive analytics and A/B testing to refine customer journeys
- Collaborate with cross functional teams to integrate user requirements into project specifications
- Develop and implement customer experience strategies
- Monitor effectiveness of CX initiatives using data analytics and AI driven sentiment analysis
- Act as an advocate for the customer within the organization
- Prepare detailed reports on user behavior and CX findings
Requirements
- Bachelor's degree in marketing, User Experience Design, Psychology, or a related field
- Minimum of 6+ years of experience in customer experience management
- Hands on experience with tools like Google Analytics, Hotjar, Adobe XD, or Figma
- Eligibility restricted to UAE Nationals only
Full Job Posting
Job Purpose
- This role is responsible for enhancing customer experiences across GPSSA’s digital channels by analyzing user behavior, gathering feedback, and implementing improvements that align with organizational goals.
Main Duties and Responsibilities
- Leverages advanced data analytics tools (e.g., heatmaps, user behavior tracking, AI driven insights) to conduct comprehensive analyses of user interactions across digital platforms.
- Utilizes user centered design methodologies, including surveys, interviews, and usability testing, to gather and synthesize real time user feedback.
- Applies cutting edge techniques such as predictive analytics and A/B testing to continuously refine customer journeys.
- Works closely with business analysts to ensure user requirements are seamlessly integrated into project specifications.
- Collaborates with UX/UI designers, developers, and system architects to create intuitive, accessible, and innovative interfaces.
- Develops and implements customer experience strategies aimed at enhancing user engagement and satisfaction.
- Continuously monitors the effectiveness of CX initiatives using data analytics, AI driven sentiment analysis, and performance metrics.
- Acts as an advocate for the customer within the organization.
- Provides training and support to internal teams on best practices for customer engagement.
- Prepares detailed reports on user behavior, engagement metrics, and CX findings.
Education and Experience
- Bachelor’s degree in marketing, User Experience Design, Psychology, or a related field.
- Minimum of 6+ years of experience in customer experience management.
- Hands on experience with tools like Google Analytics, Hotjar, Adobe XD, or Figma.
- Eligibility for this position is restricted to UAE Nationals only.
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