Delivery Project Executive

Position Title: CX Solutions Delivery Executive

About the role:

The role is to work closely with stakeholder’s operational teams by executing using technology, optimize efficiency, leverage data and reporting to drive improvements. Develop and implement solutions to digitize services, drive service changes required for better customer experience, and support digital/data training.

Collaborating with managers, you will plan for required assets, manage dependencies, and implement successful customer experience and digital technology initiatives. The role will involve participating in planning sessions, managing participant engagements, while showcasing your implementations.

Job Description:

• Leverage digital tools and platforms such as Omnichannel platforms (e.g. Genesys, NICE), experience management system (e.g. Qualtrics, Medallia), CRM systems (e.g. Salesforce, Keyloop), marketing automation software (e.g. Eloqua, Adobe), project management software (e.g. Microsoft Projects, Asana) and collaboration tools (e.g. Microsoft Teams).
• Jointly work with the internal and external implementation technical teams involved such as Genesys omnichannel partner, Qualtrics CXM partner, Salesforce consultants, Oracle consultants, Eloqua marketing cloud partner, GCP consultants, web, and mobile consultants from different domains, to effectively execute the CX and digital projects.
• Working with agencies to co-ordinate for creation of content and design for the landing pages, emailers, SMS, WhatsApp, mobile app notifications, and website communications.
• Implementation of customer experience initiatives such as creating omnichannel communication experiences (IVR, email, SMS, WhatsApp, app notifications) and gathering customer feedback through surveys during the sales and aftersales cycle.
• Drive the efforts and actions needed on the software/system to implement CX and digital projects that engage, nurture and influence customers to walk-ins to do business with sales and/or aftersales using the organization’s products and services.
• Setup the guidelines for the CX and digital projects to adhere to and follow, which enable a successful implementation. Work towards a steady growth outcome through periodical maintenance and upgrades that supports for continuous performance improvement in the long run.
• Work closely with the digital and data analyst to bring in the visibility and impact on the businesses.
• Creation and implementation of data visualization solutions, with solid awareness of data visualization principles (preferably Power BI).
• Be able to unearth patterns or problems in the data, conduct data quality assessments and highlight problem areas.
• Ability to work with datasets and summarize findings in a clear format.
• Combine creative and pragmatic use of insight and data.
• Collate the internal stakeholder feedback and external customer feedback, analyze the data, generate recommendations, apply for continuous improvement and future trends in the CX and digital projects.
• Get hands-on experience by executing new CX and digital projects or working on new CX systems while applying industry best practices, analytics, A/B testing, development, and QA.
• Work continuously for improving the knowledge and skills to stay ahead of the new technology trends through online courses and got certified as an expert for the systems used by the organization.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, Engineering, or equivalent degree.
• Awareness of industry’s latest CX technology trends and data management.
• Ability to implement complex solutions and initiatives to deliver.
• 5+ years of experience in CX and digital services implementation required.
• Possess a hands-on experience working in integrated technology environments related to CX, digital and big data.
• Fluent in English writing/speaking. Arabic language will be a plus, and not mandatory.
• Strong analytical skills and a data driven mindset.
• Excellent interpersonal, problem-solving, verbal, and written communication skills.