Customer Experience Section Head JOB

1              Job Details

Job Title                Customer Experience Section Head

Department        Business Excellence and Continuity          

Section Customer Experience Section      

Direct Manager Business Excellence and Continuity Department Director

Direct Reports   2

2             Role Purpose

Direct and lead development and implementation of customer experience strategies and frameworks across DCT in line with industry standards.  Oversee and ensure continuous improvement of DCT’s services, optimizing the end-to-end cycle of all customer experience touchpoints, and implementing cross-functional initiatives to enhance the customer’s journey.

3             Key Responsibilities

CX Strategy and Framework

• Develop, monitor and assess end-to-end CX strategies and frameworks in line with DCT’s objectives and industry standards.


• Lead the development and implementation of Service Design & Management methodologies, policies and procedures in line with best practices


• Oversee the planning and review of DCT’s service portfolio in line with DCT’s strategy and customer needs.


• Facilitate continuous collaboration with other sectors to promote customer experience across DCT.

Services Design

• Direct and oversee the design and enhancement of DCT’s services following set service design methodologies and in collaboration with relevant internal stakeholders.


• Ensure defining distinctive, relevant and integrated customer services based on identified customers segments, needs and services required.


• Manage and ensure an analytical approach is used (based on collected data and research) for designing and implementing sophisticated programs and journeys for successful customer-experience.


• Lead and monitor the identification and execution of key requirements to implement prioritized service improvements covering impact on people, process and technology.

Performance and Reportiing

• Direct the development of customer feedback strategy and data collection methodologies to assess performance of services, identify pain points, that enable ideation of various service initiatives.


• Monitor the outcomes of service design implementation with a defined customer feedback strategy, that includes proactive VOC techniques; such as NPS, online & in-person surveys, customer focus groups, AI-based analysis and Mystery Shopping audits.


• Review and report the overall services performance to the DCT leadership, including the abnormalities and improvement suggestions.

Shared Activity 

Strategic Development & Implementation

• Develop and direct the implementation of the functional strategy ensuring alignment to DCTs strategy, vision, mission and corporate objectives.


• Ensure that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the organization.


• Ensure the provision of subject matter expertise for the assigned domain and provide counsel to DCT leadership on all related areas to facilitate the achievement of DCTS strategy and functional strategies.

Leadership

• Manage the effective achievement of functional objectives through effective leadership and by setting of individual objectives, managing performance, developing and motivating team to maximize performance.


• Lead the talent development initiatives for the assigned function, collaborating with discipline experts and thereby ensure the availability of talent to fit business requirements.


• Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the organization.

Change Management

• Lead the management of change through continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.

Reporting

• Ensure that all functional reports are prepared timely and accurately and meet DCT requirements, policies and quality standards.

EHS

• Collaborating with the Corporate EHS team and P&P departments learning development section to provide continual OSH education and awareness to employees.


• Assist the Corporate EHS Team in developing SOPs that include safe work practices.


• Assist in closing out raised OSH non-conformities, provide assistance and support during internal and external audits, and investigate and report incidents of occupational illness.

4             Communication and Business Relationships

Internal

• DCT Relevant Sectors / Departments

External

• Key Vendors & Suppliers


• Any Other Relevant Party

5             Qualifications

• Bachelors degree (Masters’ preferred) in Business Administration or equivalent.

6             Experience

• 9-11 years of experience in customer service management, or equivalent field.

7             Skills

• Language: Full professional English proficiency both in speaking and writing; Arabic desirable.


• Skilled in MS Office (PowerPoint, Word and Excel).


• Ability to guide and motivate juniors.


• Administrative skills and attention to detail.


• Interpersonal communication skills.


• Strong analytical skills.


• Long-term planning skills.


• Agility and Innovation skills