Customer Experience Project Manager

Partner & More is hiring Customer Experience Project Manager for a reputable Financial Services company located in UAE.

Responsibilities:

Lead and manage customer experience projects from planning to execution. This includes developing project plans, timelines, as well as ensuring project milestones and deliverables are met.
Collaborate with internal teams including Ops managers, product, marketing, and BI to identify customer pain points, develop solutions, and implement improvements.
Conduct customer research, market trends analysis, and benchmarking to inform project decision-making and strategy when needed
Develop and maintain project documentation, communication plans, and status updates for stakeholders.
Stay up-to-date on industry trends and best practices related to customer experience and project management.
Develop and maintain customer journey maps that identify pain points, opportunities, and key touchpoints across the customer experience.
Develop and maintain a strong business relationship with our 3rd party providers & vendors, ensuring a fruitful relationship with continuous improvement mindset

Requirements & Qualifications:

Bachelor's degree in business, marketing, or related field.
5+ years of experience in customer experience strategy or related roles.

Required Skills

Native Arabic speaker
Fluency in English Language, B1 profile
Ability to use computers
Ability to use internet applications
Strong understanding of customer experience best practices and principles.
Experience in developing and executing customer experience programs or initiatives.
Experience with customer experience metrics and tools.
Excellent organizational skills, integrity, and great follow-through on tasks.
Superior project management skills
Strong stakeholder management skills and ability to perform under pressure
Strong experience using call center omni-channel solutions such as Zendesk/Freshdesk
Strong process and procedure mindset for consistency and stability

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Additional Details

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