عربي

الصفحة الرئيسية وظائف في الامارات وظائف في دبي وظائف متخصصة في الخدمات في دبي أخصائي الخدمة

Chief Specialist - Service design

OKOOL Staffing & Recruitment Solutions

تم نشره يوم 13 فبراير 2021

15 - 26 سنوات Dubai - United Arab Emirates

أي تخرج. أي مواطن عربي

سهل التطبيق

عدد الشواغر 01

الوصف الوظيفي

ايميل الوظيفة
تم إرسال البريد الإلكتروني بنجاح.

Key Responsibilities

· Lead the development of a customer experience and service design Framework articulating the clear direction of the customer experience that we seeks to create in support of its strategy and core values, including direct linkage to the customer experience activities, resources, and investments. Work on communicating the new framework to the whole organization

· Create the related procedures, work processes, documentations, etc. to help deliver to the service design framework, which includes customer experience measurement framework and identify key metrics for tracking experience quality, satisfaction, and loyalty.

· Develop a clear Reporting structure and mechanisms for the service design activities

· Regularly conduct desktop research efforts to ensure having studies that are linked to latest trends in the service design and design thinking, as well as keeping a repository of references of leading practices in that domain

· Maintain service catalogue through implementing governance framework across the organization on service management, to ensure consistent and accurate service details

· Develop and maintain service management framework across Dubai, to enable seamless creation, update or delete of services and channels, and to govern the process to enable smooth, controlled and measured change activities

· Ensure service information is available at all RTA service delivery channels whenever applicable, in a consistent and well-maintained manner, and to provide a seamless experience for customers across channels for the future of omni-channel experience

· Envision, Create and Follow up on projects and initiatives related to the design and maintenance of services and customer experience,including services and experiences that are corporate

· Prepare and implement a customer experience framework, that considers all services, across all agencies and sectors, including business and individual customers segments

· Introduce service and channels improvements and design methods that takes into consideration the concepts of cocreation

with customers. With inputs from Voice of Customers reports, workshops, focused groups and others, to ensure the greatest impact on customers experience, and to achieve alignment with customers needs from the services and channels.

· Use customer insights and customer journey mapping to define, prioritize, and strengthen the experience for the most critical moments of truth.

· Drive change and developing cross-RTA experience accountability matrix and maintain a dedicated list of top customer experience improvement initiatives

· Create and nurture a culture through behaviors, practices, and standards that encourage all employees to focus on delivering outstanding customer experience


أخرى

أخرى

ملخص المرشح المطلوب

Master’s degree in Business Administration or related field from a recognized university.

· CCXP or related Certification is desirable.

· More than 15 years of working experience in the fields of service design and customer experience management.

· Ability to work in a team, and ensure projects and tasks are completed in required time frame.

· Ability to manage priorities and goals of the area, keeping in mind the business objectives.

· Proven capability at designing and executing primary research to collect high impact VOC.

· Experienced with numerous research modes and methodologies including and not limited to: Quantitative research, Qualitative research (Focus groups, In-depth Interviews, meeting facilitation), Web-based surveys, Segmentation, Concept testing, UX research, brand awareness, customer experience and satisfaction research.

الكلمات الرئيسية

service design Customer Experience

الدخول للتقدّمسجّل وقدّمقدّم بدون تسجيل

ابلاغ عن هذه الوظيفة

تنبيه: نوكري غلف فقط منصّة يجمع بين كل من الباحثين عن عمل و أصحاب العمل. ننصح المتقدمين للوظائف التحقق من شرعية أصحاب العمل المحتملين. نحن لا ندعم أي مطالبات لتحويل الأموال و ننصح بشدة ضد الإفصاح عن اي معلومات شخصية أو مالية.و ننصح أيضا زيارة تحذير أمني للمزيد من المعلومات. إذا تشك في أي غش أو احتيال اتصل بنا على abuse@naukrigulf.com

OKOOL Staffing & Recruitment Solutions

OKOOL is over-a-decade old legacy in the world of software, contract staffing and employee manpower outsourcing. It is headquartered in Abu Dhabi and the offices are spread across U.A.E. and India.

OKOOL is registered and licensed by the federal Government of UAE to perform outsourcing activities and for deputation services across UAE.
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