Customer Experience System Expert, Jazeera Airways, Kuwait

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

We need a Customer Experience System Expert,

Jazeera Airways is seeking an experienced and innovative Customer Experience System Expert to oversee and enhance end-to-end customer communication systems. This pivotal role involves the design, implementation, and management of integrated CRM platforms, social listening tools, and communication channels to ensure a seamless and efficient customer journey.

The ideal candidate will have proven expertise in implementing customer experience systems across multiple touchpoints, with a focus on NPS/CSAT improvement, integrated consumer communication, and creating a unified customer view. Experience in designing and implementing chatbots is required to automate and enhance customer interactions.

Responsibilities and Duties:

System Implementation & Custodianship:

• Serve as the custodian of customer experience systems, ensuring optimal functionality, scalability, and integration across all consumer-facing channels.
• Lead the implementation of integrated CRM platforms, social listening tools, and communication systems to deliver seamless and proactive customer support.
• Develop a unified communication strategy that enables a single view of the customer across all platforms and touchpoints.
• Oversee integration of customer experience platforms with core systems, including reservations, operations, and marketing tools.
• Design and implement chatbots and AI-powered tools to automate repetitive tasks and provide efficient, real-time customer support.

Customer Communication Management:

• Design and manage an integrated communication platform to ensure consistency and efficiency in customer interactions across email, chat, SMS, social media, and call center channels.
• Monitor and optimize customer touchpoints to ensure first-level responses meet predefined service level agreements (SLAs).
• Implement social listening systems to gather actionable insights from customer feedback and improve service delivery.
• Ensure communication channels support personalized, timely, and accurate customer engagement.

Process Optimization:

• Streamline workflows for customer queries and issue resolution to improve response time and reduce operational costs.
• Automate repetitive customer service tasks using AI and chatbot technologies to enhance efficiency.
• Identify gaps in the customer journey and implement system or process improvements to address them.

Stakeholder Collaboration:

• Work closely with the Call Center, Terminal Operations, Ground Operations, Sales, Marketing, and Social Media teams to align customer experience initiatives with business objectives.
• Facilitate regular cross-departmental meetings to gather insights, address system-related challenges, and implement actionable solutions.
• Partner with IT (Digital Transformation) to ensure seamless integration of customer experience systems with other operational platforms.

Customer-Centric Innovation:

• Leverage social listening and data analytics tools to identify trends and emerging issues, providing recommendations for system enhancements.
• Drive initiatives that enhance Net Promoter Score (NPS) and Customer Satisfaction (CSAT) by focusing on pain points in the customer journey.
• Utilize CRM data to personalize customer interactions and build stronger relationships across all touchpoints.

Performance Analysis and Reporting:

• Develop and monitor KPIs to evaluate the performance and cost-effectiveness of customer experience platforms and communication channels.
• Regularly report on NPS/CSAT metrics, first-level response rates, and cost per customer interaction to senior leadership.
• Use insights from customer data to refine strategies and recommend improvements.

Requirements and Qualifications:

• Bachelor’s degree in Business Administration, Information Technology, Marketing or a related field.
• Minimum 7+ years of experience in customer experience systems management or a related role.
• Proven track record of implementing customer experience platforms, integrated CRM systems, or similar tools across multiple customer channels.
• Mandatory: Hands-on experience in designing and implementing chatbots to improve customer service efficiency.
• Experience in managing customer engagement in airlines, hospitality, or other service industries is preferred.
• Deep understanding of CRM systems, social listening tools, chatbot technologies, and customer communication platforms.
• Strong project management skills, including experience leading cross-functional teams.
• Analytical mindset with the ability to leverage data to drive decisions.
• Excellent communication skills to effectively liaise with technical and non-technical stakeholders.
• Knowledge of customer experience best practices and trends in digital transformation.

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