Ensure that the VoC team works in collaboration with all other business functions, consistently delivering meaningful, relevant, and actionable customer insights across all stages, channels and touchpoints in the customer journey
Must champion and lead the qualitative and quantitative research approach, ensuring that customers point of view is considered in business decision making.
Encourage problem-solving, strategic thinking and customer-orientation amongst the team
Advocate for changes in other departments\' ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience - achieved through data.
Interact at senior management level, proactively advocating for solutions and managing the customer escalation process
Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels
Lead relevant units to promote and implement customer experience improvement plans, apply agile methods to jointly review the content and processes of the plan on a timely basis, and strive to introduce the most suitable plan for customers
To cope with the digital transformation strategy to manage and analyze the customer voices. With the application of NPS, competitive benchmarking and analysis of major trends and areas for improvement, understand customer behavior based on quantitative customers\' ratings and propose suggestions for driving CX enhancement
Manage and expand sources of customer voice, flexibly make use of different tools to collect customers\' feedback before / after product and service usage, collect and analyze comments on Aramex services through different channels in order to derive actionable insights
Establish a customer voice database to enhance understanding of the needs and expectations of different types of customers by analyzing transactional and behavioral data, multi-dimensional research and customers\' feedback. To ensure customer journey/customer experience design and evaluation are based on objective and accurate analytics models
Coordinate with relevant units for the implementation of customer satisfaction ratings, recommendation ratings and feedback, to enrich Aramex\'s understanding of customers\' needs and comments.
Job Requirements
Bachelor\'s degree or higher
Preferably with major/minor in Business Administration / Marketing / Economics / Financial Management / Psychology / Statistics / Research
At least 5 years of proven experience at relevant roles, including customer experience / VOC management, at least 3 years\' experience in supervisory role
Managed the relationship with large vendors and implementation teams
Experience with Medallia / Qualtrics / Inmoment or other leading VoC platforms
Sprinklr experience
Tableau experience
Project management qualification
Arabic
Logistics Experience
Implemented large scale VoC programmes
Quality management systems / close the loop
Operational background
Company Overview:
Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world\'s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex\'s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.