Customer Experience Manager

Summary

Managing the process of constructing market research, studies, and intelligence and using the results of such to design the optimal customer journey by ensuring the elimination of pain points, in addition to sharing the results of market research, studies, and intelligence with the concerned functions to ensure the development of robust strategies and action plans.

Roles & Responsibilities

• Leading the process of designing and updating the optimal customer journey and customer experience guidelines, following up on their implementation with the concerned departments, as well as instilling the tools required to measure and monitor implementation and compliance towards such.
• Managing the research and intelligence activities covering consumer behavior as well as market and industry trends, so that the outcomes are used to build robust marketing plans and strategies.
• Tracking customer experiences across all channels and touchpoints, identifying pain points and ensuring the enhancement of the customer experience by developing relevant CX guidelines.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Analyzing customer behaviour and feedback on their experience with AAM, as well as preparing reports to highlight customers' pain points.
• Identifying and collecting appropriate customer, competitor, market, economic, financial and/or operational data, in addition to performing financial, statistical, and qualitative data analysis of markets and competitors.
• Translating the collected data and performed analysis into executable and effective market and intelligence reports.
• Providing market and competitive insights through presentations and reports to the leadership and management teams in AAM to allow effective strategic and tactical decision-making and implementation.
• Designing surveys, conducting focus group and one-to-one sessions with customers and potential customers, to understand their needs, wants and pain points and be able to address them.