Organisation Unit Purpose
This function represents a critical and strategic role within the organization and is responsible to enhance customer experience through various touch-points across the organization. This team will help develop and execute a strategic vision that connects customer requirements and experiences to operations and achieves desired results. It drives improved customer experience and efficiencies through the successful management and continuous improvement of key customer interactions and cross-functional processes.
Lead the creative process of reimagining & reinventing customer journeys for all segments and products, by embedding the customer-centric approach at the core of the organization whenever an existing or new process/ service or product is offered.
This team creates the best customer experiences by working with internal teams, business partners and most importantly customers to determine customer experience design strategy, priorities and execution plan to support a seamless, appreciated, secure and effortless customer experience across Emirates NBD.
It will also work with teams on creating innovative digital solutions that will make services more accessible, integrated and flexible for customers with a focus on reshaping the customer experience to maximize conversions.
This team is also responsible to define and set KPIs and performance measures, specific to Business/support units to deliver on service excellence related strategic goals which will improve customer experience in Emirates NBD.
This team leverages both qualitative and quantitative research and other operating metrics to prioritize process improvements that drive improvements from an end-to-end customer experience view. It will also work on identifying innovative and cost effective methods to capture and analyze customer feedback.
This team recommends action plans based on emerging service and innovation trends in the service industry. Where needed, lead organization wide cross-functional teams through major strategic service initiatives and projects to deliver expected benefits against key service focused objectives.
This team is leading the way for establishing a proactive service organization by liaising with various departments to on-board them to a proactive service mind-set, challenge the business to be innovative and take a customer-centric proactive design approach and work with teams to identify and implement additional proactive services.
This team will govern the format and content of all customer communications with respect to service and processes.
Job Purpose
Overall responsibility of Assistant Manager Customer Experience Design will include:
You work with Manager / AVP Customer Experience Design to effectively gather inputs and feedback from other units within GCE as well as across the organization (all segments being handled segments and support units), to develop customer-centric experience across various touch-points, developing action plans based on market need, customer preferences, industry trends or strategic direction.
You will assist in management of any programs/initiatives that have a direct impact on overall service excellence capabilities of the organization. Drive service improvement programs across various areas of the organization in line with overall service vision and strategy
You will assist in management of initiatives that are derived from large scale service and experience related programs such as Service council, Customer journeys, Mystery shopping and Service Innovation.
Expertise in the general facilitating and planning of design workshops.
Ability to structure ambiguous problems and define tasks needed to bring clarity.
Build strong relationships based on trust, expertise and reliability with initiative sponsors as well as managers and team members across the organization.
Build capabilities and change mind-set/behaviour of business managers/front line and support staff in terms of customer service and customer-centric approach in order to ensure timely and sustained delivery of initiatives identified.
Assist in the implement and management of a robust customer communication guideline platform that will ensure all customer communications are approved by GCE prior to getting released to customers. Interact and liaise with Unit heads and managers to ensure all communications are received prior to launch.
Assist in the delivery of proactive service by handling the agents which includes monitoring of their KPIs, performance and ensuring achievement of targets. Training material and scripts development. Introduction, education and stabilization of new proactive processes related procedures.
Ensure regular updates are shared with the management team. Work with cross-functional teams to implement the improvements identified within the stipulated time. Manage the work group sessions so that progress is tracked and issues and bottlenecks are resolved.
Main Tasks
Assist in the generation of service improvement ideas through workshops
Conduct focus groups and “idea generation” forums across the organization to improve service
Assist in providing guidance and support in order to filter high impact ideas and initiatives Manage some initiatives that are the outcome of these sessions
Set up weekly/monthly update meetings and problem solving sessions within GCE
Define problem statements, prioritizing issues and developing solutions with cross-functional teams
Create transparency on progress and updates – monitor progress
Emphasize on tracking and achievement of quantitative impact
Assist in the development of end to end Customer Journeys for segments / products the manager is tagged to.
Manage tactical planning for initiatives identified for key Customer Experience initiatives and Customer Journey Mapping
Create transparency on progress and time lines through segment meeting updates
Implement services identified and agreed upon
Implement tracking mechanism to measuring proactive services impact and resulting savings
Liaise with product, operations and segment teams to ensure a robust process is in place to feed constant update and amendments
Review product/ service wise completion with business heads
Implementation of innovations identified as part of the strategic vision and long term goal of the Organization in terms of service and experience Innovation
Implementation of innovative ways to improve services offered to customers
Maintain an up to date repository of sms and EDM content in place and being used
Ensure all changes in design are adapted for all existing collaterals
Description of Knowledge / Skill etc.
Graduate in Marketing or Finance
Specialization in following areas is essential; Project Management, Operations, Process Improvements, Customer Service. Advanced level of negotiation, presentation, analytical and interpersonal competencies are pre-requisites.
6+ years banking experience specially in the areas like Project Management, Customer and Relationship Management, Business Dashboards and KPIs, Change Management and Innovation
Technical
Expertise in Banking and Financial Services
Banking Operations and Customer service delivery
Project management, planning and execution skills
Structured Problem Solving skills
Managerial
Excellent analytical and communication/presentation skills
Excellent people management and senior stakeholder interaction skills
Ability to lead and manage complex managerial situations
Role Model in Leadership Capabilities
Excellent Team player
Willing to learn and adapt to changing situations/priorities
Excellent track record of Mentoring and Team development
Qualifications
Description of Knowledge / Skill etc.
Graduate in Marketing or Finance
Specialization in following areas is essential; Project Management, Operations, Process Improvements, Customer Service. Advanced level of negotiation, presentation, analytical and interpersonal competencies are pre-requisites.
6+ years banking experience specially in the areas like Project Management, Customer and Relationship Management, Business Dashboards and KPIs, Change Management and Innovation
Technical
Expertise in Banking and Financial Services
Banking Operations and Customer service delivery
Project management, planning and execution skills
Structured Problem Solving skills
Managerial
Excellent analytical and communication/presentation skills
Excellent people management and senior stakeholder interaction skills
Ability to lead and manage complex managerial situations
Role Model in Leadership Capabilities
Excellent Team player
Willing to learn and adapt to changing situations/priorities
Excellent track record of Mentoring and Team development
Primary Location: United Arab Emirates-Dubai-Dubai - Nadd Al Shiba, Meydan, Building P
Job: Professional Support
Organization: Customer Experience
Schedule: Regular
Shift: Standard
Job Type: Full-time
Day Job
Job Posting: Dec 29, 2022, 9:44:28 AM
🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭
Apply For This Job Using a Branded ATS-compliant CV from Dubai-Forever.Com.
What is an ATS CV?
Applicant Tracking System or "ATS", is the software that 'READS' your CV and stores this information in a database. Like this:
If the CV is not made as per the RULES of the ATS, the information will get messed up in the database. Like this:
And, you may never be found by the recruiter, in spite of your 'CV information' existing in the database...
...And, you'll keep wondering why you get rejected in spite of being a PERFECT MATCH for the Job.
Read more about the ATS CV:
https://www.dubai-forever.com/cv-writing-services.html#ATS-Compliant-CV
🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭
What's the most IMPORTANT thing you should read about a CV Writing Service?
Customer Reviews, right?
You'll get a fair idea whether to purchase that service or not.
Read the recommendations that some of our clients have written on my LinkedIn profile.
Click the LinkedIn banner below and then scroll down to the Recommendations section.
Navigate here for more testimonials about our expertise and results:
www.dubai-forever.com/resume-writing-feedback.html
www.dubai-forever.com/cv-writing-reviews.html
Also, read reviews about "www.Dubai-Forever.Com" on TrustPilot.com, the world's must trusted review site...
🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭
Want CV Samples & Templates for FREE?
Click on the CV's below to begin:
🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭
Join the Middle East's Best Job Groups on Whatsapp:
🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭
Join the Fastest Growing Jobs Group on LinkedIn:
🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭
Join our Telegram Group:
🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭
Submit your CV here, as well:
🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭
We support the Far-Sighted, Growth Oriented Vision announced by the UAE, Saudi Arabia, Qatar, Oman, Kuwait and Bahrain.
It's an exciting time and the next 30 - 40 years will be those of the GCC countries.
Excited about working in the GCC? Click on one of the banner's below...
🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭
SOCIAL INITIATIVE:
We publish job vacancies on this website and our Whatsapp groups for the benefit of job-seekers.
It is to help people who are searching for jobs from across the world.
This is a Social Initiative from our team @ dubai-forever.com, so please help us in this Noble Task by Forwarding these jobs within your network.
Do this GOOD DEED.
You never know who will benefit from it.
You've heard about KARMA right?
It's waiting to give you 10X of whatever you do...Do the Good Deed. NOW!
🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭
No comments:
Post a Comment